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Setting up Remedyforce features in Lightning Experience

This topic provides you information on how to setup Remedyforce features in Lightning Experience.


Viewing knowledge articles in Lightning Experience

If you want to view the knowledge articles in Lightning Experience, you must perform the following steps:

Prerequisites:

Configuring My Domain 

To configure the domain, perform the following steps:

  1. Navigate to Setup > Settings > Company Settings > My Domain.
  2. Enter the domain name and click Check Availability.
  3. Click Register Domain.

Assigning layouts for knowledge articles in Lightning Experience

The following types of knowledge articles are supported in Lightning Experience:

  • FAQ- Lightning
  • How To - Lightning
  • Known Error - Lightning
  • Problem Solution - Lightning

To assign layouts for knowledge articles, perform the following steps:

  1. Click the Knowledge Article tab.
  2. Open any Knowledge Article and click the Setup icon.
  3. Click Edit object.
  4. From the left side panel, select Page Layouts.
  5. In the Page Layouts section, click Page Layout Assignment.
  6. Click Edit Assignment.
  7. Select the required profiles.
  8. From the Page Layout To Use list, select the required layout for the knowledge article.
  9. Click Save.

Managing accounts for accessing knowledge articles in Self Service

You can manage Self Service access for knowledge articles and edit accounts for knowledge articles in Self Service. The knowledge articles are displayed only to the accounts that have access to view the knowledge article.
To edit the accounts for knowledge articles, perform the following steps:

  1. Click the Knowledge Article tab.
  2. Open the required knowledge article to manage the Self Service access.
  3. From the right side drop-down, select Manage Self Service Access.
  4. Select the Selected Accounts.
  5. From the Available Accounts list box and add the accounts in the Selected Accounts section.
  6. Click Apply.
    To display the accounts in Self Service, select the Display in Self Service check box.

Linking services and CIs to Knowledge Articles

You can manage access for knowledge articles and link CI and services to knowledge articles.

To link services and CIs to knowledge articles.

  1. Click the Knowledge Article tab.
  2. Open any Knowledge Article and click Related tab.
  3. Click Link Services and CIs.
  4. Select the required services and CIs.
  5. Click Link.

Configuring Classic view custom layouts in Lightning Experience

To configure Classic view custom layouts in Lightning Experience, perform the following steps: 

  1. Navigate to Setup > Custom Object > Knowledge Articles.
  2. Click Page Layouts.
  3. Edit the custom layout.
  4. Click Save As and enter the page name as Custom layout_Ligthning in the Page Layout Name field.
  5. Click Save.
  6. In the Salesforce Mobile and Lightning Experience Actions section, click the override the preferred actions hyperlink.
  7. From the top selection box, select Mobile and Lightning Actions from the left panel.
  8. Drag and drop Knowledge Management Process and Manage Self Service Access actions to the Salesforce Mobile and Lightning Experience section.
  9. Delete the Account Details section.
  10. Navigate to Related Lists > Linked Services and CIs, click the Related List properties  icon.
  11. From the Available Buttons list box, select the Link CI to Knowledge Articles and add to the Selected Buttons list box.
  12. Delete the previous Link CI to Knowledge Articles button from the Selected Buttons list box.

    Note

    The Link CI to Knowledge Articles button in the Available Buttons list box is for Lighting Experience and the Link CI to Knowledge Articles button in the Selected Buttons sections is for Classic view.

  13. Click Save.
  14. For page layout assignment, see  Assigning layouts for knowledge articles.

Self Service 3.0 in Lightning Experience:

The following table displays the behaviuor of Self Service 3.0:

Login from

Salesforce login page

Self Service Site URL or Direct Links

Salesforce Classic

Full screen view without headers

Full screen view without headers

Lightning Experience

Self Service 3.0 tab without top banner.

Lightning Experience header is shown.

My Profile can be accessed from View in My Activity.

Full screen view without headers

 


Related Topics

Configuring knowledge articles

Customizing My Profile Page



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