How do I enable sharing the entire Knowledge Article via email?
I am able to share the link via email but we want the article content/body embedded in the email.
I’ve found documentation in the Sales app but the same options are not in the Customer Service settings- Link
I’ve also found 2020 responses but looking for more recent.
@Rhonda_O I was able to create a quick knowledge article to test out this functionality for you.
I was able to click on the button highlighted in yellow and all of the knowledge article content populated into the body of the email. I didn’t need to do anything in the Sales app specifically to make this happen.
Thanks for replying, I was having trouble getting signed in here so couldn’t reply back.
I am not using the Sales app and do not see the icon you have. I also don’t have the icon other articles show. Please see below I only have the Favorite/heart and the Pop-out:
Another image from the Support article shows a ‘microphone’ and the submenu includes ‘Email content’
https://learn.microsoft.com/en-us/dynamics365/customer-service/email-articles#email-options
@Rhonda_O - I was seeing this when I was starting from the Email record. It looks like you are starting from a Category record. Can you create an email draft from the timeline of a record and send me a screenshot of what you see?
I’m so sorry for the late response @Jonathan, I didn’t realize I had a response for some reason. The timeline of a record isn’t somewhere a user of the search feature will be viewing the article so it needs to from where you are in your screenshot.
My screenshot does show ‘Categories’ grayed like it is selected but I used the search box and didn’t limit any categories.
Let me know if there is additional information that might help.
