Support reps can insert links to articles from a Salesforce Site or Experience Cloud
sites into the case feed. In Lightning Experience, your support reps can share article URLs in
email, social posts, and chat and messaging conversations. In Salesforce Classic, your team can
send article URLs in the email, social, and Experience Cloud
publishers.
Required Editions
| User Permissions
Needed |
| To administer Salesforce Knowledge: |
Customize Application
AND
Manage Salesforce Knowledge
|
| To share article links in the case feed: |
Edit on Case
AND
Read on Knowledge
|
To share article URLs from Salesforce Sites or Experience Cloud sites in the case feed, you
must have the Knowledge component in your Lightning page or, in Salesforce Classic, in the
Service Console. You must also have either a Salesforce Site or Experience Cloud set up.
Your org must have the relevant channel configured, such as email, Social Customer Service, or
Chat.
-
From Setup, enter Knowledge in the quick find box, then select
Knowledge Settings.
-
Click Edit.
-
Under Share Article via URL Settings, select Allow users to share articles via
public URLs.
-
In the Available Sites list, select which Salesforce Sites and Experience Cloud sites
you want support reps to see when they share article URLs. Add them to the Selected Sites
list.
-
Click Save.
Your support reps can now use these actions in the Knowledge component and in Lightning
Experience list views to send links in the case feed.
