---
schema_version: "1"
id: 4f8582955e06ae886c8aeed2a7b850fa491aa93543f7ca6316085e3f1053343f
title: Draft Service Email Replies from Multiple Articles
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/reply_recs_service_emails_multi_article.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.reply_recs_service_emails_multi_article.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 6b630c3b0c1c9571230ceb54bc711424efad32fa156bd0c295cc2c2905add3c7
description: Draft an email response based on up to three knowledge articles that are relevant to a case.
products:
  - Service Cloud
  - Service Intelligence
release: "264"
---
# Draft Service Email Replies from Multiple Articles

Draft an email response based on up to three knowledge articles that are relevant to a case.

### Required Editions

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.einstein_service_intro.htm&amp;language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table>

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission">
        <colgroup>
          <col style="width:50%">
          <col style="width:50%">
        </colgroup>
        <thead class="slds-text-title_caps ">
          <tr class="">
            <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d35664e55">User Permissions
              Needed</th>
          </tr>
        </thead>
        <tbody>
          <tr class="">
            <td data-label="User Permissions Needed" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d35664e55 ">For non-admin users to generate emails from
              articles:</td>

            <td class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d35664e55 ">Customize Application</td>

          </tr>
          <tr class="">
            <td data-label="User Permissions Needed" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d35664e55 ">To view the Draft Einstein Email from Multiple
              Articles option:</td>

            <td class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d35664e55 ">Use Agentforce Article Recommendations for
              Cases</td>

          </tr>
          <tr class="">
            <td data-label="User Permissions Needed" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d35664e55 ">For service reps to view, edit, and send
              knowledge-grounded responses:</td>

            <td class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d35664e55 ">
              <p style="margin-bottom:0;">Allow users to share articles via public URLs</p>
            </td>

          </tr>
          <tr class="">
            <td data-label="User Permissions Needed" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d35664e55 ">To send article content in emails:</td>

            <td class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d35664e55 ">
              <p>Edit access on cases </p>
              <p>AND</p>
              <p style="margin-bottom:0;">Read access on knowledge articles</p>
            </td>

          </tr>
          <tr class="">
            <td data-label="User Permissions Needed" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d35664e55 ">To share internal articles externally:</td>

            <td class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d35664e55 ">
              <p style="margin-bottom:0;">Share internal Knowledge articles externally permission under Administrative
                Permissions</p>
            </td>

          </tr>
        </tbody>
      </table>

To get relevant article recommendations in the Knowledge section, make sure [Agentforce Article Recommendations for Cases](https://help.salesforce.com/s/articleView?id=service.agentforce_article_recs_for_cases_set_up.htm&type=5&language=en_US) is set up in your org.

1. On the Case record page, review the recommended articles in the Knowledge section and select up to three articles that are relevant to the case.
    
    If no relevant articles are listed, search for them manually.
    
    Make sure that each knowledge article you plan to use has fewer than 131,000 characters.
2. Click **Draft Einstein Email from Multiple Articles** from the relevant article's action menu.
3. Select up to three articles that are relevant to the case, and then click **Draft Email**.
    
    ![The case page highlighting the Draft Email button on the Knowledge component.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/reply_recommendations/reply_recommendations_draft_multi_article_replies.png)

A draft is created in the email composer, where you can review, edit, and send it. The draft merges the recipient's name from the associated case.