Definition

Salesforce Knowledge Sidebar

Contributor(s): Karolina Kiwak

A Knowledge Sidebar is a display in a Salesforce Console that brings in relevant Salesforce Knowledge articles. Notably, the sidebar only displays for Salesforce Knowledge users once administrators set it up.

The goal of the Knowledge Sidebar is to increase productivity amongst users. The Knowledge sidebar displays potential answers, helping service teams to handle cases more efficiently. Knowledge Sidebar works by automatically searching and returning articles from the user's knowledge base that match the details the user has typed in the Subject of a case. Only articles updated within the last 30 days will appear, but older articles can be viewed by specifying a search term. End users can also filter the search results by specific categories, languages or validation status and attach the article to the case in question.

This was last updated in August 2016

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