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Non-Admin users cannot see 'Insert Article into Email' option from Knowledge component when sending an Email from Case Feed

Date de publication: May 12, 2026
Description

 Non-administrator users in Salesforce may not see the "Insert Article into Email" option in the Knowledge component on the Case page, even when the necessary permissions appear to be correctly configured. This is caused by a missing page layout setting in the Case Feed view.
System Administrators can see this option by default due to their elevated permissions, but non-admin users require the "Enable attaching Articles inline" setting to be explicitly enabled on the Case Page Layout's Feed View. This Documentation provides two methods to enable this setting.


Résolution

Overview

The following two methods can be used to enable the "Insert Article into Email" option for non-admin users. Both methods modify the Case Page Layout Feed View settings.

Option 1: Enable via Page Layouts for Case Feed Users

1. Navigate to the Case Object.
2. Go to Page Layouts and locate Page Layouts for Case Feed Users in the related list.
3. Under Action, click Edit feed view.
4. Check the option Enable attaching Articles inline.
5. Click Save.
6. Non-admin users should now see the "Insert Article into Email" option when sending an email from the Case Feed.

Option 2: Enable via Feed View in the Page Layout Editor

1. Navigate to the Case Object.
2. Click Edit on your current Page Layout.
3. From the top menu, select Feed View.
4. Locate and check Enable attaching Articles inline.
5. Click Save.

Numéro d’article de la base de connaissances

000384785

 
Chargement
Salesforce Help | Article