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.



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 '14 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 '14 at 18:12
  • Updated my answer with additional direction.
    – JimRae
    Apr 1 '14 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 '14 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 '14 at 18:36

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