For customers still on Classic Console, configuring Knowledge One is a console-specific setup. For Lightning-era customers, the modern path is the Knowledge Sidebar component in Lightning App Builder.
- For Classic Console: open the console layout
Setup, Console, Service Console, click the console layout. The Knowledge sidebar is one of the available widgets.
- Add the Knowledge One widget to the console
Drag the Knowledge widget into the right rail of the console. Configure auto-suggest fields and default filters.
- Confirm Classic Knowledge is enabled
Knowledge One requires Classic Knowledge to be enabled and the agent profiles to have read access.
- For modern deployments: migrate to Lightning
Plan a migration to Lightning Experience. Enable Lightning Knowledge, convert articles, replace Knowledge One with the Lightning Knowledge Sidebar.
- Configure the Lightning Knowledge Sidebar
Lightning App Builder, edit the case page, drag Knowledge component into the right rail. Configure auto-suggest fields.
- Decommission Classic Console after Lightning rollout
Once Lightning Service Console is the standard agent surface, decommission the Classic Console configuration and remove Knowledge One from agent workflows.
The Aura-based predecessor of Lightning Service Console where Knowledge One ran as a sidebar widget.
The modern Lightning component that replaces Knowledge One in Lightning Experience deployments.
The case fields used to generate the article suggestion query. Same concept in both Knowledge One and the Sidebar.
Attach, Send Email, Link, Share. Lightning Sidebar adds Messaging and custom Quick Actions.
Enable Lightning Knowledge, convert articles, replace Knowledge One with the Sidebar component in Lightning App Builder.
- Knowledge One is Classic-only. It does not run in Lightning Experience. Customers on Lightning use the Knowledge Sidebar component instead.
- New orgs created since 2019 cannot enable Classic Console. Knowledge One is not available to new customers.
- Classic Knowledge data model (one __kav object per type) is incompatible with the modern Lightning data model. Migration is a one-way conversion with code rewrites.
- The term Knowledge One persists in older documentation. Map it mentally to the Knowledge Sidebar when reading legacy material.
- Customers running Classic Console for legacy reasons should plan a Lightning migration timeline. Salesforce has stopped investing in Classic features, including Knowledge One.