Create a knowledge block to define a reusable content that can be inserted into knowledge articles in a knowledge base. The knowledge block is secured by user criteria, which controls what users, groups, roles, companies, locations, or departments can read or not read the content in an article or search, enabling users to more easily view content that is relevant to them.

Before you begin

Role required: user must have contributor access to the knowledge base.
Knowledge Base: must have blocks enabled


  1. Navigate to All > Knowledge > Knowledge Blocks > Create New.

  2. Click New or open a record.

  3. Fill in the fields on the form.

    Example of HTML and CSS in the source:

  4. Click Save or Update to create or update the block.

  5. Click Publish to publish the block.

After publishing the block the normal approval process will proceed before you are able to use it in an article. 

Add a Knowledge Block to an Article


  1. Navigate to All > Knowledge > Articles > Create New.
  2. Fill in the fields on the form. 
    *NOTE: The knowledge base you select should be the one where you linked the block. 

  3. Click Add Blocks

  4. Search for your block to find it and click Insert to add it to your article body.

  5. Complete your article and click Save

  6. Click Publish to send your article through the approval process

After the article is approved it will show up in search results and be visible in the portal. The example below is the test knowledge block inserted into an a test article. The CSS from the block that controls the style of H1 is shown here affecting the article as expected.