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Insert Article into Email not available in Lightning Knowledge component

Date de publication: Jun 23, 2023
Description

Users may report that they do not see the ability to "Insert Article into Email" after an Admin has followed documentation to Set Up Actions to Insert Articles into Channels in Lightning Knowledge.

Note: The documentation above states that you must Set Up Email-to-case and ensure HTML Body or Text is applied in the SendEmail Action Layout Editor.
 
In addition, to insert an article's content into an email your org and users must have appropriate permission to send email as per Email Editions and Permissions in Lightning Experience documentation and the email action must be applied to case layouts and available for users.

If the Email action is not visible on the page layout see Email publisher action is not visible on Case after it is added to the page layout and ensure your organization can send email as outlined in Guidelines for Configuring Deliverability Settings for Emails Sent from Salesforce documentation.
 
Résolution


If users still do not see the option to Insert Article Into Email:

 
  • Ensure the standard Case.SendEmail action has been applied to the affected case page layouts in their "Salesforce Mobile and Lightning Experience Action" section.

Note: If multiple email actions are applied to the case page layout the option to insert article content into email may not work properly. The email action or publisher that is used when selecting a knowledge action is determined by the email action's name (Developer or API Name) in alphabetical order.
 
  • An error, "The email publisher is unavailable. Contact your admin to enable the email publisher" is known to occur despite the email publisher being applied to the case page layout if both the Knowledge and Chatter lightning components are placed within the same tabbed section, column, or region of the Lightning Page layout.

Note: The Knowledge component and email action must both be visible at the same time when viewing the case and using the "Insert Article into Email" action for the article content to be properly input into the email publisher.
 
  • If the option to insert article into email is not available for specific articles, ensure the affected articles are assigned a record type and said record type has a Communication Channel Mapping for the Email channel. From the Object Manager, choose the Knowledge object and locate Communication Channel Mappings and edit and existing or create a new mapping.
 

See Also:

Enable Attach Articles Inline in the Case Feed view

Send article content via email with Lightning Knowledge enabled

Numéro d’article de la base de connaissances

000381086

 
Chargement
Salesforce Help | Article