How do I attach an article to an email?

How do I attach an article to an email?

Attach a message or other item to a message

1. On the File menu, click New, and then click Mail Message.
2. On the Message tab, in the Include group, click Attach Item.
3. In the Look in list, click the folder that contains the item that you want to attach.
4. Click the item that you want, and then click OK.

How do I enable Knowledge?

Enable Knowledge

1. From Setup, type Knowledge into the Quick Find box.
2. Click Knowledge Settings.
3. Read the information on enabling Salesforce Knowledge in your org.
4. Check Yes, I understand the impact of enabling Salesforce Knowledge.
5. Click Enable Salesforce Knowledge.

How to update a case in an email?

To create the workflow rule that updates a case field on an inbound email: Go to Setup | App Setup | Create | Workflow & Approvals | Workflow Rules and click New Rule. Select Email Message as the Object the workflow rule applies to and click Next (note that Email Message will only be available if email-to-case has been enabled in the org).

How do I attach an article to a case?

After reviewing, attach the article to the relevant open case. While in the case record, click and select Edit Page. From the Standard components list, drag the Knowledge component to the right side of the record page and drop it under the Record Details component.

How to manage cases using articles unit in Salesforce?

Under Select Communication Channel Layout Fields, from the Available Channels list select Title and Summary and click Add to move them to the Selected Fields list. Click Save. Now enable email-to-case so you can access email through cases. Click the Home tab. Enter Email-to-Case in the Quick Find box and select Email-to-Case.

How to edit an article in Salesforce.com?

From the Article, click the dropdown, and select Insert Article into Email. Notice that the Email tab is selected in the middle work area, and all of the case information and Knowledge article information is filled in. Click Send to send the email. Click Edit to edit the case, and click the Status field.