How to Enable Sending Knowledge Articles in an Email

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In Desk you can insert your knowledge Articles into your email responses to customer, and you can do the same in Service Cloud.

Here's how you can ensure this is turned on in Service Cloud:

Go into Setup by clicking on the Cog Icon. Once in there click on the Object Manager tab to the left hand side and select Knowledge:



Once in the Knowledge Object, find the link on the left hand menu called "Communication Channel Mappings" and click into it. You should see the following:



If you see "Email" listed here, this means that the feature is setup and turned on for you. If you don't then to turn this on you need to click on New. Now enter a label and name. Add Email to the Selected Channels list and add the fields to include in the body of an email:



This will now allow the Knowledge Articles to be added to your Emails you send to customers.

Further Reading: