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            Set Up Actions to Insert Articles into Channels in Lightning Knowledge

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            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.

            Required Editions

            Available in Lightning Experience. View supported editions.
            User Permissions Needed
            To administer Salesforce Knowledge and create, edit, and delete page layouts:

            Customize Application

            AND

            Manage Salesforce Knowledge
            To send article content in emails:

            Edit on cases

            AND

            Read on knowledge articles
            To send article content in social, chat, and messaging channels:

            Edit on cases AND Edit on the social, chat, or messaging object

            AND

            Read on knowledge articles
            To share internal articles externally:

            Share internal Knowledge articles externally under Administrative Permissions

            Ensure that these setup requirements are met.

            • To share articles in emails, Email-to-case must be enabled. The case page layout has the SendEmail action. HTML Body or Text must be in the SendEmail layout.
            • To share articles in social posts, Social Customer Service is enabled. You have a social account, and the Social channel is in the case page layout.
            • To share articles in chat or messaging conversations, configure Chat or Messaging and add the channel to the page layout.
            Note
            Note If the lightning page has a CaseArticle related list, the page reloads while using the Insert Article into Email action, which can cause the email publisher action to reload and lose unsaved email content. To avoid this problem, you can either remove the Case Article related list from the lightning page, or attach the article first and then start the email publisher action.
            Note
            Note This feature isn’t available in Essentials edition because record types must be enabled to configure communication channel mappings.
            1. From the Object Manager, choose the Knowledge object.
            2. Under Communication Channel Mappings, click New.
            3. Enter a label and name.
            4. Add the desired channels to the Selected Channels list.

              Each channel has a different context. Create communication channel mappings for multiple channels only when those channels have the same content needs. For example, you can share rich text fields in emails but not other channels. We recommend choosing or creating text fields designated for channel use.

            5. Add the fields to include when the article is shared.
              • Only plain text is supported in social, chat, and messaging. If you insert rich text fields, styles and formatting are removed and only the text is inserted.
              • You can’t include smart links or embed videos in emails. HTML iframes are removed before the email is sent.
              • The following fields aren’t supported in communication channels:
                • isDeleted
                • Language
                • MultiPicklist and picklist fields
                • Publication Status
                • Source
                • Validation Status
            6. Choose whether to include field labels and related files with inserted articles.

              By default, field labels are included with inserted articles in all channels and related files are attached to emails. When Files are attached, support reps can still detach files before they send the email.

              • To hide field labels, select Omit field labels.
              • To skip file attachments, select Don't attach related files to emails.
            7. Click Save.

              The appropriate action appears in the Knowledge component and article related lists in cases when you save a communication channel mapping for the channel.

            8. (Optional) To let users share the contents of internal articles, enable Share internal Knowledge articles externally under App Permissions for the profile or permission set.

            Your support reps can now send article contents in case emails, social posts, and chat and messaging conversations. And support reps can change article contents before sending. If the article wasn't attached to the case previously, using these actions adds it to the related list.

             
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