Sample Flow to Send Recommended Articles in an Auto-Response Email

In this example flow, we verify there’s a valid email address (1), create the article recommendations (2), assign the recommendations to a collection variable (3), loop over the items in the collection (4), get the recommended knowledge article version (6), and assign it to a text variable (7).

Next, these recommendations are automatically sent in an email template (9). Use text templates to include merge fields from the articles and to add rich formatting to customize emails sent via the flow. Visit Salesforce Help to learn how to use text templates in a flow.

If your customers resolve their issue from the recommended knowledge articles, you can embed a link to a second flow that updates and closes their case record.

Important If you choose to add a second flow, make sure the flow is embedded on a site your customers can access, that guest users have access to run the flow, and that the flow runs in system context so they can close their case.

Tip To ensure the flow knows which case to close, append the case ID as a parameter in the link to the site.

In the example flow, several checks verify that: there’s a valid email address (1), the identified knowledge articles meet the relevance threshold (5), and at least one knowledge article is included in the email (8).