Important Considerations for Enabling Lightning Knowledge

• To move your knowledge base from Classic Knowledge into Lightning Knowledge, use the Lightning Knowledge Migration Tool. Keep in mind that the migration process requires manual steps and verification. It’s possible that some of your data doesn't migrate over. To enable the migration tool in sandbox or production, contact Salesforce support.
• Permissions and user access work differently in Lightning Knowledge. See Lightning Knowledge User Access. When Lightning Knowledge is enabled, user profile permissions replace article actions with public groups. For Knowledge in Salesforce Classic, you can assign independent object permissions for each article type. In Lightning Knowledge, article types are consolidated in the Knowledge object. You can use sharing for Lightning Knowledge to assign independent permissions based on the record type to user profiles.
• To delete archived articles in a Lightning Knowledge–enabled org, you must have the Modify All Records permission.
• After you enable Lightning Knowledge, the Article Type field is no longer accessible via SOQL or the API, which affects custom code that queries for the ArticleType.
• Delete any installed packages that contain article types before enabling Lightning Knowledge.
• Lightning Knowledge doesn't support federated search. Switch to Salesforce Classic.
• Lookup searches in Classic find Knowledge records (articles) of any Publish status: Draft, Published, or Archive. But in Lightning, Lookup searches find only published Knowledge records.
• If your org currently has a Visualforce tab named Knowledge, you get an Insufficient Privileges error when trying to access the Knowledge tab in Lightning Knowledge. To avoid this error, rename or delete your existing Visualforce tab or rename your Knowledge object.
• Files in custom File fields in Salesforce Classic aren’t supported in Lightning Experience. Instead, use the Files related list in Lightning Experience. Use the Lightning Knowledge Migration Tool to move Files from File fields to the Files object and related lists in Lightning Experience.
• URL formats for articles differ between Classic and Lightning Knowledge. In Lightning Knowledge, the URL contains the Knowledge Article Version ID and other parameters. In Classic Knowledge, the URL contains the Knowledge Article ID.
• You can’t use the Public Knowledge Base package (PKB) in Lightning Knowledge. You can share Lightning Knowledge articles in Experience Cloud and Salesforce Sites. Use Help Center to share articles with unauthenticated users.
• You can have up to 100 links to different Salesforce Knowledge articles in one rich text field.

General Usage Limitations for Lightning Knowledge

• Some authoring actions work differently or aren’t available in Lightning Knowledge.
  • You can’t remove a published article while editing it. Instead, the article remains published while you edit the new version as a draft. You can archive the article to remove it, then restore and edit a draft.
  • Archiving can’t be scheduled for a future date. You can create a Flow to periodically archive articles based on a date field.
  • Articles don't contain a notification when you schedule publication for a future date. You also can’t see a list of articles that are scheduled for publication in Lightning Knowledge, and you can't cancel a scheduled publication.
• The Printable View action isn't available in Lightning Knowledge.
• For articles with more than 30 versions, the versions above 30 show in Salesforce Classic but not in Lightning Experience.
• Data categories don't show in Knowledge list views in Lightning Experience or Salesforce Classic. As a workaround, you can create reports that filter articles by data category.
• You can see vote information in the ratings component only if there’s a published version of the article. So you can’t see votes for archived articles because no published version exists.
• When articles are exported for translation, the files attached to them aren’t exported. Files are also not imported as attached Files when Articles translations are reimported after translation is complete.
• The Tab and Table of Contents article views aren't supported.
• Hovering on the status of a translation doesn't show related information such as the date submitted.
• You can't unlock article records that are in an approval process.
• You can't use macros with Knowledge articles.
• Before December 2017, when knowledge articles were authored with images in Lightning Experience, only the author could view the images. Other users with Read permission enabled for Knowledge articles didn’t see the images. As of December 2017, the issue was remedied. Photos uploaded from December 2017 forward are visible to all users with Read permission enabled. Photos uploaded before December 2017 must be uploaded again.
• Star ratings aren’t supported in Lightning Knowledge. Currently, only thumbs up and thumbs down ratings are supported in Lightning Experience. Star ratings in existing Salesforce Classic orgs are automatically converted to thumbs up ratings in Lightning Experience. Ratings of 3, 4, and 5 stars become a thumbs up, and 1 or 2 star ratings become thumbs down.
• You can't remove a published translation while editing it. Instead, the translation remains published while you edit the new version as a draft.

Limitations for Lightning Knowledge with Cases

• The option to create an article when closing a case is available only in Salesforce Classic. In Lightning Experience, you can create an article from the Knowledge component. You can also create a quick action that makes a draft and maps fields from the case into the new article. Then, you add the quick action to the case layout.
• Articles created from the Knowledge component don't link to the case automatically.
• When a case's subject changes, the update must be saved before the suggested article list in the Knowledge component refreshes.
• The case feed in Lightning Experience doesnt support Knowledge actions. As a workaround, use the actions from the related list of articles or from the suggested articles list in the Knowledge component. Actions don't show if the related list is in a narrow column, but you can click View All.
• The action that attaches a PDF of an article to a case email isn’t available in the Knowledge component in Lightning Experience.

Console Limitations for Lightning Knowledge

• The Knowledge footer isn’t in the Lightning Service Console. Instead, add the Knowledge component to any object's record home page. You can also create a global action or an object-specific quick action to create a knowledge article from any object. However, suggested articles and related actions are available only with cases.
• You can't pop out the Knowledge component and drag it to a new screen.

Limitations in Salesforce Classic After Enabling Lightning Knowledge

These items aren’t available in Salesforce Classic after enabling Lightning Knowledge.

• Knowledge list views are available only in Lightning Experience.
• Search for article types isn’t available in Lightning Experience or Salesforce Classic because record types replace article types.
• Setting a default record type for new articles. The default setting works in Lightning Knowledge. In Salesforce Classic, users can change the record type manually.
• Filtering a search by Knowledge record types is available only in Lightning Experience.
• Filtering a search by Archived Articles is available only in Lightning Experience (except through Article Management, which is available in Salesforce Classic only).
• Files in the Files related list in Lightning Experience aren’t displayed in Salesforce Classic.
• The following items aren’t available on the Knowledge article record page in Salesforce Classic:
  • Page layout selections for actions and related lists
  • Two-column page layouts
  • Some actions, such as Change Record Type
• Picklist values assigned to only one record type in Knowledge objects aren’t visible on records in Salesforce Classic.

Limitations for Using Lightning Knowledge with Other Salesforce Products

• Knowledge articles can’t be inserted into macros.
• If you use Salesforce for Android or iOS, recent articles aren’t displayed on object home.
• Because Title and URL Name fields are required, you can't remove them from a page layout. Experience Cloud sites use page layouts to display Lightning Knowledge articles, so you can’t remove required fields from Experience Cloud sites.