Share the contents of an article in an email, Social Post, Chat, or Messaging conversation. Close cases by inserting article summaries or text snippets in case interactions across channels.
Required Editions
| Available in Lightning Experience. View supported editions. |
| User Permissions Needed | |
|---|---|
| To share article contents in the case feed: |
Edit on cases AND Read on knowledge articles |
| To share internal articles in the case feed: |
Allow user to share internal knowledge articles externally |
To share article contents in channels, you must have the Knowledge component available in your Lightning page.
Your org must have the relevant channels set up, such as email, social, or chat, in the case feed.
You can’t change channels on an article translation and then publish the article. Doing so generates an error.
When you change channels on an article, make sure that the channels on the article’s translations match the new channels. Also, publish translations before you publish the primary language version.
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From the Knowledge component or articles related list, select one of these actions:
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To insert the article to social media, click Insert Article into Social
Post.
The case origin must be a social post to use this action.
- To insert the article in an email, click Insert Article into Email.
- To insert the article to a Chat or Messaging conversation, click Insert Article into Conversation.
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To insert the article to social media, click Insert Article into Social
Post.
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Click Insert.
For Email and Social Post, if an article wasn't attached to a case, these actions add it to the case’s related list. The article contents are inserted at the cursor position. You can also use Insert Action on the Social Post record home to attach an article to the Social Post record (not the case record).
However, for Chat and Messaging, the article is not attached to the case, even if the article was created from a case.