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            Share Article URLs in Channels

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            Share Article URLs in Channels

            Insert links to articles from a Salesforce or Experience Cloud site into the case feed. In Lightning Experience, you can share article URLs in emails, social posts, and chat and messaging conversations. In Salesforce Classic, you can send article URLs in the email, social, and Experience Cloud publishers.

            Required Editions

            Available in Salesforce Classic and Lightning Experience. View supported editions.
            User Permissions Needed
            To share article links in the case feed:

            Edit on Case

            AND

            Read on Knowledge

            To share Salesforce or Experience Cloud site URLs for articles in the case feed, the Knowledge component must be in your Ligntning page or, in Salesforce Classic, in the Service Console. You must also have either a Salesforce Site or an Experience Cloud site configured.

            Your org must have the relevant channel configured, such as email, social, or chat.

            1. From the Knowledge component or articles related list, select one of these actions:
              1. To insert URLs in Salesforce Classic, select Attach and share article or Share article for the Salesforce or Experience Cloud site you want. Email is the default action, but you can switch to the social or Experience Cloud action in the case feed before inserting the URL.
              2. To insert URLs in emails Lightning Experience, select Insert URL into Email and then choose the Salesforce or Experience Cloud site.
              3. To insert URLs in chat and messaging conversations in Lightning Experience, select Insert URL into Conversation and then choose the Salesforce or Experience Cloud site.
              4. To insert URLs into social feeds in Lightning Experience, select Insert URL into Social Post and then choose the Salesforce or Experience Cloud site.
              The article link is inserted at the cursor position.
            2. Click Insert URL.

            Keep these considerations in mind:

            • Articles must be published. These actions aren’t available for draft and archived articles.
            • Articles must be shared publicly, meaning they are visible in the Public Knowledge Base, or to customers or partners.
            • You can post an article link from any Salesforce or Experience Cloud site in the selected list, even if the article isn’t visible in the Salesforce or Experience Cloud site or if the customer doesn’t have access. The support reps must confirm that the article is available in the Salesforce or Experience Cloud site before sharing it with the customer.
            • If the article wasn’t attached to the case previously, using these actions adds it to the related list.
             
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            Salesforce Help | Article