Definition
The Lightning Experience version of Salesforce Knowledge that uses standard record types and page layouts instead of article types. It streamlines knowledge management with a more modern, flexible architecture.
Real-World Example
Consider a scenario where a customer success manager at CloudNine Solutions is working with Lightning Knowledge to streamline support operations and reduce the backlog of unresolved customer issues. With Lightning Knowledge in place, the team routes cases to the best-qualified agents, tracks SLA compliance automatically, and provides self-service options that deflect 30% of incoming volume.
Why Lightning Knowledge Matters
Lightning Knowledge is the Lightning Experience version of Salesforce Knowledge that uses standard record types and page layouts instead of the older 'article types' approach used in Classic Knowledge. This architectural change streamlines Knowledge management because record types and page layouts are familiar Salesforce concepts that admins already know, rather than the Classic-specific article types that required separate learning.
Lightning Knowledge is the modern recommendation for any new Knowledge implementation. Classic Knowledge with article types still exists in some legacy orgs, but migrating to Lightning Knowledge is encouraged because it's where Salesforce's ongoing investment is focused. The migration involves converting article types to record types and reconfiguring page layouts, which is non-trivial but worth it for the more flexible architecture and modern feature integration. Mature Knowledge programs are on Lightning Knowledge.
How Organizations Use Lightning Knowledge
- •CloudNine Solutions — Migrated from Classic Knowledge with article types to Lightning Knowledge with record types, gaining a more familiar architectural model for their team.
- •ShieldGuard Security — Built their Knowledge program on Lightning Knowledge from the start, never adopting Classic Knowledge.
- •Skyline Consulting — Helps clients still on Classic Knowledge plan migration to Lightning Knowledge as part of their Lightning Experience modernization.