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Include article URLs for Experience Sites in the Salesforce Console 'Case Feed'

게시 일자: Oct 13, 2022
상세 설명
Available in: Salesforce Classic

In the Cases tab or the Service Console, agents can insert Experience Site URLs for articles directly into the case feed and provide a link to the article in the SITE.

1. In Knowledge Settings identify which sites and SITE should be available in the Share Article Actions in Knowledge Articles.
  • From Setup go to Customize | Knowledge | Knowledge Settings | Edit
  • Scroll to Share Article via URL Setting 
  • Check the box
  • Select the desired Sites
  • Save

2. Set up Communication Channel Mapping for each article type that should be available for SITE links. Identify the channels to be used and fields to display.
 
  • From Setup go to Customize | Knowledge | Knowledge Article Types
  • Click on the first article type
  • Scroll to Communication Channel Mappings and click New
  • Set a Label, Name, the Available Channels, and the Available Fields
  • Save
솔루션

When you attach an article URL using the Site action, users are directed to view the article in the appropriate Site.

The article must be assigned to a Site or Public Knowledge Base Channel for the option to be available. The agent must select the right Site URL for the article they are selecting and audience they are communicating with. The agent can select an article from the article widget or the knowledge sidebar. Email is the default action but agents can change to the Social or Site actions before they send the URL.

More information: 
Knowledge 기사 번호

000387805

 
로드 중
Salesforce Help | Article