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            Set Up Actions to Share Article URLs in Channels and Case Publishers

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            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.

            Required Editions

            Available in Salesforce Classic and Lightning Experience. View supported editions.
            User Permissions Needed
            To administer Salesforce Knowledge:

            Customize Application

            AND

            Manage Salesforce Knowledge
            To share article links in the case feed:

            Edit on Case

            AND

            Read on Knowledge

            To share article URLs from Salesforce Sites or Experience Cloud sites in the case feed, you must have the Knowledge component in your Lightning page or, in Salesforce Classic, in the Service Console. You must also have either a Salesforce Site or Experience Cloud set up.

            Your org must have the relevant channel configured, such as email, Social Customer Service, or Chat.

            1. From Setup, enter Knowledge in the quick find box, then select Knowledge Settings.
            2. Click Edit.
            3. Under Share Article via URL Settings, select Allow users to share articles via public URLs.
            4. In the Available Sites list, select which Salesforce Sites and Experience Cloud sites you want support reps to see when they share article URLs. Add them to the Selected Sites list.
            5. Click Save.

            Your support reps can now use these actions in the Knowledge component and in Lightning Experience list views to send links in the case feed.

            See Also

             
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