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Set Up Actions to Insert Articles to Case Publishers in Salesforce Classic

When using Knowledge in Salesforce Classic, support reps can send an article’s content embedded in the body of the email, a social post, or the Experience Cloud site publisher. Create a communication channel mapping to choose which article fields are included for each article type. Instead of sending a URL, your customers can then access the information without going to a website. Support reps can send articles that are not published publicly without rewriting or copying an internal article. By using permissions, admins can let specific support reps choose which internal articles to share externally while others can send only published, external articles.

Required Editions

Available in Salesforce Classic. View supported editions.
User Permissions Needed
To administer Salesforce Knowledge and create, edit, and delete page layouts:

Customize Application

AND

Manage Salesforce Knowledge
To send article content in emails in Classic Knowledge:

Edit on cases AND read on Knowledge articles
To send internal content in emails in Classic Knowledge:

Enable Share internal Knowledge articles externally

AND

Enable Attaching articles inline

Email-to-case must be enabled. The case page layout has the SendEmail action. An HTML Body or Text field must be in the SendEmail layout.

  1. From the object management settings for cases, go to Page Layouts.
  2. How you access the Case Feed Settings page depends on what kind of page layout you're working with.
    • For a layout in the Case Page Layouts section, click Edit, and then click Feed View in the page layout editor.
    • For a layout in the Page Layouts for Case Feed Users section, click the down arrow and choose Edit feed view. (This section appears only for organizations created before Spring '14.)
    If you've already opted to use the advanced page layout editor to configure the publisher for a layout, choose Edit detail view to add, change, or remove actions.
  3. Under Articles Tool Settings, select Enable attaching articles inline.
  4. (Optional) Under Administrative Permissions, select Share internal Knowledge articles, externally.
  5. Click Save.
  6. From Setup, enter Knowledge Article Types in the Quick Find box, then select Knowledge Article Types.
  7. Click the label or name of the article type you want to share via email.
  8. Under Communication Channel Mappings, click New or Edit.
  9. Enter a label and name.
  10. Add Email to the Selected Channels list.
  11. Add the fields to include in the body of an email.
    Note
    Note You can’t include smart links in the email, and the following fields are not supported:
    • ArticleType
    • isDeleted
    • Language
    • MultiPicklist
    • Picklist
    • Publication Status
    • Source
    • Validation Status
  12. Click Save.
Example
Example

While solving customer cases, support reps with the permission can insert article content into the body of an email. Anywhere support reps can attach articles to cases, such as the Knowledge One sidebar in the Salesforce Console, the Articles list in the case feed, the Article widget, or the suggested articles in a Knowledge One search, they can email any article of that type within the body of an email by selecting Email article with HTML in the action dropdown. The article content is inserted at top of email thread or wherever the support rep left their cursor. When an article has been emailed, an envelope icon appears to the left of the title. When the article has files that exceed the 10-mb attachment limit, support reps are asked to select which files to attach and retry sending the email.

Note
Note If rich text is not enabled on your case feed layout for the article type, only article text is embedded into the email and the action changes to Email article text only.

See Also