how to attach article to case salesforce

In Salesforce Classic: Setup | Customize | Cases | Page Layouts In Lightning Experience: Gear icon | Setup | Object and Fields | Object Manager | Case | Case Page Layouts Click Edit. Click Feed View. Under 'Articles Tool Settings,' select Enable attaching Articles inline.

Full Answer

How do I attach knowledge articles to cases in Salesforce mobile?

Drag Email (the one that is draggable) to the Salesforce Mobile and Lightning Experience Actions section. Next, enable Ada and her team to attach articles to their cases so as they’re working, the knowledge articles that correspond with each case are easily attached and accessible.

How do I change the case page layout in Salesforce?

Click Case Page Layouts. Click the dropdown next to Case Layout and select Edit. Hover over the Salesforce Mobile and Lightning Experience Actions section and click the that appears in the lower right-hand corner. From the palette, select Mobile & Lightning Actions.

How do I enable email-to-case 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 fetch attached files from knowledge article in Visualforce?

Unfortunately, there is no direct way to fetch attached files on the Knowledge Article in an Visualforce page. I tried this work around, but it takes extra steps and the user's didn't feel it was necessary. I did manage to find another work around where we used the RTF field and allow insert article image.

How do I link a Knowledge article to a case in Salesforce?

To view related Cases for Lightning Knowledge additional setup is needed. In order to add the related list of related Cases to Knowledge articles navigate to Knowledge Settings and select the "Enable list of cases linked to an article" preference in the "Case Settings" section.

How do I add a Knowledge article in Salesforce?

Under Articles Tool Settings, select Enable attaching articles inline. (Optional) Under Administrative Permissions, select Share internal Knowledge articles, externally. Click Save. From Setup, enter Knowledge Article Types in the Quick Find box, then select Knowledge Article Types.

What is case article in Salesforce?

Case Article - Represents the association between a Case and a KnowledgeArticle. This object is available in API version 20.0 and later. Read this - https://developer.salesforce.com/docs/atlas.en-us.api.meta/api/sforce_api_objects_casearticle.htm.

How do I assign an article to a data category in Salesforce?

Assigning Data Categories Go to “Setup” and look for the “Quick Find” box. Search for “Data Category Assignments” under the Articles zone. Click “Edit” then choose the categories you want to assign. Click “Save.”

How do I attach a Knowledge article to a case?

Next, she tests to make sure that it works as planned.From the App Launcher. ... From the navigation bar, select Cases.Click a case number.In the Knowledge pane, enter a search term for articles in your org that relate to your case. ... Open the menu next to the article and choose Attach Article.

How do I publish an article in Salesforce?

Click the *Knowledge tab [1] at the top and change the list view to Draft Articles [2].Check the box next to all three article titles and then click Publish.Ensure Publish Now is selected.Click Publish.

What should you do to ensure that the best articles are suggested as agents solve cases?

What should you do to ensure that the best articles are suggested as agents solve cases? Create descriptive data categories for your cases and article types.

What is Knowledge object in Salesforce?

The Knowledge object model is slightly different than other feature areas in that we expose a set of abstract Salesforce objects that are not directly used when you create articles. These abstract objects then contain concrete derivations that you'll actually use when creating articles.

What are data categories in Salesforce?

Data categories are used in Salesforce Knowledge (articles and article translations), Ideas, Answers, and Chatter Answers to help classify and find articles, questions, or ideas. You can use data categories to control access to a particular set of articles, questions or ideas.

How do I add a data category to a knowledge article in Salesforce?

Create Data Category GroupsClick the Setup gear. ... Enter Data Category Setup in the Quick Find box and select Data Category Setup.Fill in the information. ... Click Save.In the Categories in Solar Installation & Maintenance textbox, enter Solar Panels and click Add.Enter Inverters and click Add.More items...

How do I create an article type in Salesforce?

Create Article TypesFrom Setup, enter Article Types in the Quick Find box, then select Knowledge Article Types.Click New Article Type or edit an existing article type.Enter the information for the following fields: ... Click Save.In the Fields section of the Article Type definition, click New.More items...

How are knowledge articles used in Salesforce?

Your Salesforce Knowledge base is built from knowledge articles, which are documents of information. Articles can include information on process, like how to reset your product to its defaults, or frequently asked questions, like how much storage your product supports.

Can you see articles while viewing case information?

This will allow you to see Knowledge article information while still viewing the case information. You will see suggested articles based on the case information. After reviewing, attach the article to the relevant open case.

Does Ada want to attach articles to cases?

Ada wants to not only attach articles to cases—she’d like to email articles as well. Emailing articles is an easy way to guarantee that customers see the information they need without having to access a community, for example.