Knowledge article record types and page layouts
Key Takeaway
In Lightning Knowledge, create a separate record type for each kind of article and assign each record type its own page layout, which controls the fields reps see and edit.
Lightning Knowledge stores support articles. Different kinds of articles need different structures. For example, an FAQ needs different fields than a step-by-step tutorial or a policy statement. Record types let you sort articles into these kinds. The page layout assigned to each record type controls which fields, actions, and related lists reps see and edit.
Record types for kinds of articles
A record type controls an article's content and layout. Create a separate record type for each kind of article, such as FAQ, How To, or Policy, so each kind gets its own structure.
In Lightning Knowledge, standard record types replace custom article types. So when you need to separate kinds of articles in Lightning Knowledge, use record types.
Record types decide which page layouts and picklist values users can access. For example, a How To record type can point users to a How To page layout with different fields and related lists than the FAQ layout. To show different fields for different kinds of articles, create a record type for each kind and assign each record type its own customized page layout.
A bike-sharing company writes two kinds of articles. Troubleshooting articles need a Symptoms field and a Fix field. Service Notice articles need an Affected Stations field and an End Date field. The admin, Dana, creates a Troubleshooting record type and a Service Notice record type. She assigns each record type its own page layout with only the fields that kind needs. When a rep creates a Service Notice article, the rep sees Affected Stations and End Date, not Symptoms and Fix.