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            Send Articles from Cases

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            3. Agentforce Service

            Send Articles from Cases

            Service reps can send articles as PDFs to customers with cases.

            Required Editions

            View supported editions.
            User Permissions Needed
            To set up Email-to-Case or On-Demand Email-to-Case: Customize Application
            To enable Email-to-Case or On-Demand Email-to-Case:

            Modify all Data

            AND

            Customize Application
            To customize page layouts: Customize Application
            To create or change HTML email templates: Edit HTML Templates
            To create or change public email template folders: Manage Public Templates
            To create or change Visualforce email templates: Customize Application

            If articles are associated with a case, users can attach PDF versions of the articles to an email simply by choosing a template you create. This capability is available in Salesforce Classic if Email-to-Case or On-Demand-Email-to-Case is set up and the Email related list is visible on case page layouts.

            To allow service reps working on a case to automatically attach article PDFs to an email message:

            1. From Setup, enter Email Templates in the Quick Find box, then select Email Templates.
            2. Click New Template to create a template from scratch or click Edit next to an existing template. The new or edited template must include the Articles as PDFs case field.
            3. For example, if you want to edit the SUPPORT: Case Response with Solution (SAMPLE) template to include articles instead of solutions, complete these steps:
              1. Click Edit next to the SUPPORT: Case Response with Solution (SAMPLE) template.
              2. Change the Email Template Name to SUPPORT: Case Response with Article (SAMPLE).
              3. Modify the Template Unique Name as needed.
              4. Choose Case Fields from the Select Field Type dropdown menu.
              5. Choose Articles as PDFs from the Select Field dropdown menu.
              6. Copy the value from the Copy Merge Field Value field and paste it in the email body.
            4. Click Save.

              On the case detail page in the Emails related list, users can now click Send an Email and choose the new template. Articles associated with the case are automatically converted to PDF attachments, and the attachments can be previewed or deleted before the email is sent.

            Note
            Note Both the article and the knowledge base must be in the same language. For example, if your knowledge base language is English, but you want a Japanese article converted into a PDF, change your knowledge base language to Japanese before converting the article. (In Setup, enter Knowledge in the Quick Find box, select Knowledge Settings, then click Edit.).

            Consider the following information when using email templates that include the Articles as PDFs function:

            • The fields that appear in article PDFs are determined by your profile if the Use a profile to create customer-ready article PDFs on cases checkbox (from Setup, enter Knowledge Settings in the Quick Find box, then select Knowledge Settings) is not selected. If you can see all fields in the original article, all fields also appear in the automatically generated PDF. If field-level security restricts you from seeing a field on an article, that field and its data do not appear in the article's PDF.
            • If the Use a profile to create customer-ready article PDFs on cases checkbox is selected and a profile is chosen from the Profile menu (from Setup, enter Knowledge Settings in the Quick Find box, then select Knowledge Settings), the chosen profile determines which fields appear in automatically generated PDFs. For example, if you are sending article PDFs to customers, you can choose the Customer Portal User profile to ensure that internal-only fields do not appear in article PDFs.
            • Fields in the Properties section of an article, including First Published, Last Modified, Last Published, and Summary, are not included in any PDF version regardless of setting or profile.
             
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