I have a specific Record type for case object. When I see the record of this type in service console, there is Suggested Articles panel which is not populated, while this is populated for all other Record types. Is there anything I need to do with Page layout??

What could be the issue with this. Kindly suggest.


1 Answer 1


You need to turn on this side panel in the Page Layout associated with that Record type. If you have 5 different Case page layouts, you would need to turn it on in all 5. In setup, go to the Case Object, Setup|Customize|Cases|Page Layouts. Then select the Page Layouts menu item, and select each page layout.
Then select the "Layout Properties" button and check the "Knowledge Sidebar" checkbox.

  • How do I do it?? I am hearing it first time. Though a learner in customization too. Please let me know Apr 1, 2014 at 18:08
  • I am at the page layout associated with that Record Type. But I dont see any panel there. In which section I can see that Apr 1, 2014 at 18:12
  • Updated my answer with additional direction.
    – JimRae
    Apr 1, 2014 at 18:17
  • No.. There is no such checkbox. I have followed all the steps you suggested and also the one in the link help.salesforce.com/apex/… I am a system admin. And I don see that chekcbox Apr 1, 2014 at 18:30
  • Yes Yes !!! you were right.. I was not a Knowledge user so I was not able to see that checkbox. Thank you so much. Apr 1, 2014 at 18:36

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