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            Salesforce Knowledge Actions Supported in Macros

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            Salesforce Knowledge Actions Supported in Macros

            These actions are available when you click Select Knowledge Sidebar Component in the macro instructions. Knowledge actions let you search for knowledge articles and add articles to cases. You can create and run macros to perform these actions on the Salesforce Knowledge Publisher in the Salesforce Console for Service.

            Required Editions

            View supported editions.

            To use these actions, you must have Salesforce Knowledge enabled in your organization and added as a console component. Salesforce Knowledge actions, such as attaching an article to a case, must be enabled in the console. The Knowledge Sidebar must be expanded when you run a Knowledge macro. If the sidebar is collapsed, the macro doesn’t work.

            Internet Explorer 7 and Bulk macros are not supported for Salesforce Knowledge actions.

            Salesforce Knowledge Actions Supported in Macros
            Action Description Supported in Bulk Macros?
            Select Knowledge Sidebar Component Tells the macro that these instructions affect the Knowledge Sidebar in the console. No
            Select Article Search Tells the macro that the instructions affect Knowledge search. No
            Set Keywords

            Specifies the keywords to use when searching the knowledge base. You can search by:

            • Article number: The article number retrieves an article by its number, which is useful when you want to select a specific article. The syntax is articlenumber:123456789.
            • Keywords: You can search by keywords. The Salesforce Knowledge search looks for these keywords in the title and body of the articles in the knowledge base. For example, the phrase Reset Your Password returns articles that contain that phrase.
            		 No
            Run Search Tells the macro to search the knowledge base using the criteria specified in the Set Keywords instruction. No
            Select Most Relevant Article Selects the first article listed in the search results. No
            Attach to Case Attaches the article to the case. No
            Attach to Email as PDF Adds the article as a PDF attachment to the email in the case. No
            Insert into Email as HTML Inserts the article text and links into the email in the case. No
             
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