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Customer service accesses articles with the Knowledge Lightning component on the Service Cloud Console. Billing department users would like similar functionality on the case record without using the console. How should the administrator configure this request?
Correct Answer: C
Explanation The Knowledge Lightning component is a component that allows users to access articles from the Service Cloud Console app. However, if users want to access articles from a different app that does not use the console, they can use the Knowledge related list instead. The Knowledge related list shows articles related to a record based on data categories and shows article details such as title, summary, rating, and view count. To add the Knowledge related list to a record page, an administrator can use the page layout editor and drag and drop the Knowledge related list to the appropriate section on the page layout. References: https://help.salesforce.com/s/articleView?id=sf.knowledge_lightning_component.htm&type=5 https://help.salesforce.com/s/articleView?id=sf.knowledge_related_list.htm&type=5
Recent Comments (The most recent comments are at the top.)
Mila - Jun 19, 2025
A. Add the Knowledge component to the page layout. The Knowledge Lightning Component (called "Knowledge One" or "Knowledge Sidebar") provides the same article search and embedding functionality as the Service Cloud Console but works directly on record pages (like Case).
Unlike the related list (which only shows linked articles), this component allows searching, previewing, and attaching articles dynamically—just like in the Console.
The related list only displays already linked articles—it doesn’t provide search/embedding capabilities.
Recent Comments (The most recent comments are at the top.)
A. Add the Knowledge component to the page layout.
The Knowledge Lightning Component (called "Knowledge One" or "Knowledge Sidebar") provides the same article search and embedding functionality as the Service Cloud Console but works directly on record pages (like Case).
Unlike the related list (which only shows linked articles), this component allows searching, previewing, and attaching articles dynamically—just like in the Console.
The related list only displays already linked articles—it doesn’t provide search/embedding capabilities.
For me It´s A.