Vlocity Facts #47 || An alternative method for navigating to Knowledge Articles

In the previous post we have seen how to launch Knowledge article from Omniscript.3 ways to launch the Articles in omniscript.

  1. Eye icon - if we click on "Eye icon"  it will display those details in omniscript step.
  2. To open in modal dialog click the "Arrow icon"
  3. If you click on title link of the knowledge article it should navigate to knowledge article record.
But currently in this release it is not working as expected.
Salesforce team was looking into that issue in the mean we can have a work around to navigate to knowledge article record.

The product team of salesforce has logged a bug on the issue which have been reported.
Please find the known issue article attached below.
Link: https://issues.salesforce.com/issue/a028c000010FqVf/

1. Workaround for Navigating to Knowledge Article:
1. Create a custom formula button with data type as text in knowledge__Kav object.
2. In that custom formula field use this formula with alternative text.
HYPERLINK("/" & Id, "View Knowledge Article", "_blank")
This will help the user to navigate to this record once they click on that link.

2. Adding custom field for displaying knowledge article in the omniscript step or in modal.
    a. Add the Custom filed [Hyper_Link__c] in the setup of the omniscript
 


Once we preview the omniscript we can see the hyperlink value in modal. After clicking the link it will navigate to the knowledge Article Record.


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