---
schema_version: "1"
id: 5e6f5e0ca8ee9ef2662505051640814bd2ea292e4a5ed03ad00d70f5c4148425
title: Send Articles from Cases
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/cases_send_articles.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.cases_send_articles.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: dff010a1ef08b934a73f18d5135eb57985c99b1bdfa6e34bd76710fd5ad4cbdd
description: Service reps can send articles as PDFs to customers with cases.
products:
  - Service Cloud
release: "264"
---
# Send Articles from Cases

Service reps can send articles as PDFs to customers with cases.

### Required Editions

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&amp;language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table>

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission">
        <colgroup>
          <col style="width:50%">
          <col style="width:50%">
        </colgroup>
        <thead class="slds-text-title_caps ">
          <tr class="">
            <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d131238e55">User Permissions
              Needed</th>
          </tr>
        </thead>
        <tbody>
          <tr class="">
            <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d131238e55 ">To set up Email-to-Case or On-Demand Email-to-Case:</td>

            <td class="slds-cell-wrap" style="vertical-align:top;" headers="d131238e55 ">Customize Application</td>

          </tr>
          <tr class="">
            <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d131238e55 ">To enable Email-to-Case or On-Demand Email-to-Case:</td>

            <td class="slds-cell-wrap" style="vertical-align:top;" headers="d131238e55 ">
              <p>Modify all Data</p>
              <p>AND</p>
              <p style="margin-bottom:0;">Customize Application</p>
            </td>

          </tr>
          <tr class="">
            <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d131238e55 ">To customize page layouts:</td>

            <td class="slds-cell-wrap" style="vertical-align:top;" headers="d131238e55 ">Customize Application</td>

          </tr>
          <tr class="">
            <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d131238e55 ">To create or change HTML email templates:</td>

            <td class="slds-cell-wrap" style="vertical-align:top;" headers="d131238e55 ">Edit HTML Templates</td>

          </tr>
          <tr class="">
            <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d131238e55 ">To create or change public email template folders:</td>

            <td class="slds-cell-wrap" style="vertical-align:top;" headers="d131238e55 ">Manage Public Templates</td>

          </tr>
          <tr class="">
            <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d131238e55 ">To create or change Visualforce email templates:</td>

            <td class="slds-cell-wrap" style="vertical-align:top;" headers="d131238e55 ">Customize Application</td>

          </tr>
        </tbody>
      </table>

If articles are associated with a case, users can attach PDF versions of the articles to an email simply by choosing a template you create. This capability is available in Salesforce Classic if [Email-to-Case or On-Demand-Email-to-Case](https://help.salesforce.com/s/articleView?id=service.setting_up_email-to-case.htm&type=5&language=en_US) is set up and the Email related list is visible on case page layouts.

To allow service reps working on a case to automatically attach article PDFs to an email message:

1. From Setup, enter Email Templates in the Quick Find box, then select **Email Templates**.
2. Click **New Template** to create a template from scratch or click **Edit** next to an existing template. The new or edited template must include the Articles as PDFs case field.
3. For example, if you want to edit the SUPPORT: Case Response with Solution (SAMPLE) template to include articles instead of solutions, complete these steps:
    1. Click **Edit** next to the SUPPORT: Case Response with Solution (SAMPLE) template.
    2. Change the Email Template Name to SUPPORT: Case Response with Article (SAMPLE).
    3. Modify the Template Unique Name as needed.
    4. Choose **Case Fields** from the Select Field Type dropdown menu.
    5. Choose **Articles as PDFs** from the Select Field dropdown menu.
    6. Copy the value from the Copy Merge Field Value field and paste it in the email body.
4. Click **Save**.
    
    On the case detail page in the Emails related list, users can now click **Send an Email** and choose the new template. Articles associated with the case are automatically converted to PDF attachments, and the attachments can be previewed or deleted before the email is sent.

![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_note.png)

Note Both the article and the knowledge base must be in the same language. For example, if your knowledge base language is English, but you want a Japanese article converted into a PDF, change your knowledge base language to Japanese before converting the article. (In Setup, enter Knowledge in the Quick Find box, select **Knowledge Settings**, then click **Edit**.).

Consider the following information when using email templates that include the **Articles as PDFs** function:

- The fields that appear in article PDFs are determined by your profile if the Use a profile to create customer-ready article PDFs on cases checkbox (from Setup, enter Knowledge Settings in the Quick Find box, then select **Knowledge Settings**) is not selected. If you can see all fields in the original article, all fields also appear in the automatically generated PDF. If field-level security restricts you from seeing a field on an article, that field and its data do not appear in the article's PDF.
- If the Use a profile to create customer-ready article PDFs on cases checkbox is selected and a profile is chosen from the **Profile** menu (from Setup, enter Knowledge Settings in the Quick Find box, then select **Knowledge Settings**), the chosen profile determines which fields appear in automatically generated PDFs. For example, if you are sending article PDFs to customers, you can choose the Customer Portal User profile to ensure that internal-only fields do not appear in article PDFs.
- Fields in the Properties section of an article, including First Published, Last Modified, Last Published, and Summary, are not included in any PDF version regardless of setting or profile.