Solve issues quickly with the articles in your knowledge base, and choose how customers see the article. Use Knowledge component actions to share article contents or links from your Salesforce and Experience Cloud sites.
Required Editions
| Available in Salesforce Classic and Lightning Experience. View supported editions. |
- Set Up Actions to Insert Articles into Channels in Lightning Knowledge
With the Lightning Knowledge component and related list actions, support reps can directly embed article content into the body of customer emails and in social, chat, and messaging conversations. Create a communication channel mapping to choose which article fields are included for each record type and channel. Your customers can access article summaries without going to a website. With permissions, some support reps can choose to share internal articles—so they don't have to copy and paste articles that aren't published or are used internally—, while other support reps share only published, external articles. - 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. - Set Up Actions to Share Article URLs in Channels and Case Publishers
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.