How to display knowledge article details on approval to-do details tab

[ramkumarjai]

I need to display the knowledge base article details under the approval section. i understand that the KB Article table is not extended from the task table, which means the standard record viewer may not support displaying its details directly. However, if it is still required to show the KB article details , what approach or configuration can be implanted to achieve this? Please suggest the possible options to make it. attached screen shot for reference.

[larralapid]

To display Knowledge Article details on an Approval or To-Do record triggered by Virtual Agent, you can use a Dynamic Reference or a Flow variable mapping depending on how your dialog is set up.

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✅ Option 1: Use Flow Designer with Variable Mapping

If your Virtual Agent dialog triggers a flow to create a To-Do or Approval record:

1. In Flow Designer, use the Create Record action (e.g., for sys_todo or sysapproval_approver).

2. Map fields like this:

   • Short description → Knowledge Article.title

   • Additional info → Knowledge Article.text or a custom summary field

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✅ Option 2: Store Reference to KB Article

1. Add a reference field (type: Knowledge) on the To-Do or Approval table if not present.

2. Pass the sys_id of the selected KB article from the Virtual Agent dialog.

3. In the form or Workspace view, configure a View rule to show:

   • Title

   • Article Number

   • Excerpt (if available)

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✅ Option 3: Use UI Policy or Formatter

If you’re using Workspace, you can:

• Add a Knowledge Article Formatter on the form

• Use a UI Policy to display a read-only preview based on the reference

[ramkumarjai]

 @larralapid  Sorry but this is not related to workspace or virtual agent. I have created one KB article and requested approval but beneath e request approval tab I don’t see any details related to the KB article, I know we can only get the details of tables extended from TASK table. I would like to know what can be done to achieve it anyways.