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            Draft Service Email Replies from Multiple Articles

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            Draft Service Email Replies from Multiple Articles

            Draft an email response based on up to three knowledge articles that are relevant to a case.

            Required Editions

            View supported editions.
            User Permissions Needed
            For non-admin users to generate emails from articles: Customize Application
            For service reps to view, edit, and send knowledge-grounded responses:

            Allow users to share articles via public URLs
            To send article content in emails:

            Edit access on cases

            AND

            Read access on knowledge articles
            To share internal articles externally:

            Share internal Knowledge articles externally permission under Administrative Permissions

            To get relevant article recommendations in the Knowledge section, make sure Agentforce Article Recommendations for Cases is set up in your org.

            1. On the Case record page, review the recommended articles in the Knowledge section and select up to three articles that are relevant to the case.
              If no relevant articles are listed, search for them manually.

              Make sure that each knowledge article you plan to use has fewer than 131,000 characters.

            2. Click Draft Einstein Email from Multiple Articles from the relevant article's action menu.
            3. Select up to three articles that are relevant to the case, and then click Draft Email.
              The case page highlighting the Draft Email button on the Knowledge component.

            A draft is created in the email composer, where you can review, edit, and send it. The draft merges the recipient's name from the associated case.

             
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            Salesforce Help | Article