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Enable Attach Articles Inline in the Case Feed view

Data pubblicazione: Oct 13, 2022
Descrizione

In Salesforce Service Cloud, for users to attach Knowledge Articles inline from the Case Feed view, both the "Enable Case Feed Actions and Feed Items" and "Attaching Articles Inline" options must be enabled in Setup. These settings apply to both Salesforce Classic and Lightning Experience.

Risoluzione

Enable Case Feed Actions and Feed Items

In Salesforce Classic: Setup | Customize | Cases | Support Settings

In Lightning Experience: Gear icon | Setup | Feature Settings | Service | Support Settings

  1. Click Edit.
  2. Select Enable Case Feed Actions and Feed Items.
  3. Click Save.

Enable Attaching Articles Inline

In Salesforce Classic: Setup | Customize | Cases | Page Layouts

In Lightning Experience: Gear icon | Setup | Object and Fields | Object Manager | Case | Case Page Layouts

  1. Click Edit.
  2. Click Feed View.
  3. Under "Articles Tool Settings," select Enable attaching Articles inline.
  4. Click Save.

Note: If the "Feed View" option is not available on the Standard or Custom Case Page Layout, you must first convert the page layout to a Feed-based case layout before this setting appears.

Numero articolo Knowledge

000384132

 
Caricamento
Salesforce Help | Article