In LEx, I want to include Knowlege Articles in Case Emails. I'm having one small issue (Note that I've learned a bunch from this thread - but I'm still not quite there: https://success.salesforce.com/answers?id=9063A000000e6rNQAQ)
I have a feed-based layout, I think I selected all of the appropriate options (Enable Email PDF Attachments, etc). My steps are:
Go to a Case
Go to Chatter tab
Choose Send Email
Select Template (which includes Case.Articles_as_PDFs)
I go to an Article that is attached to the Case and choose "Insert Article into Email"
Nothing happens.
To make the body of the Knowledge Article appear in the email, I have to physically put the cursor in the email area - where I want the Article to appear. Then I go back and click "Insert Article into Email" - and it is pasted.
Further - it seems that what should really be happening is that the Article should be attached as a PDF - but that isn't happening either. What am I missing?
Thanks so much for your time!
chris
답변 2개
Hi Chris,
Please check this article and see if this works for you:
Let Agents Insert Article Content into Emails in Lightning Knowledge
https://help.salesforce.com/articleView?id=knowledge_email_article_content.htm&type=5
Hope this helps.
Regards,
JM
