ENABLING ARTICLE OPTIONS FOR CASES
To integrate cases with your knowledge base, begin by adding the Articles related list to case page layouts so agents can search for articles from cases.
The following tasks are optional depending on which features you want to make available to support agents.
Enabling Suggested Articles on New Cases
Suggested articles help knowledge base users solve cases quickly. As soon as a new case is saved, the search engine automatically looks for articles that have keywords in common with the case subject. The user working the case can scan the articles and attach them to the case if needed, or initiate another search with different keywords. Articles attached to the case appear on the Articles related list, which also provides a Find Articles button to search the knowledge base at any time.
To enable suggested articles:
1. From Setup, enter
Support Settings
in the
Quick Find
box, then select Support
Settings.
2. Click Edit and choose Enable suggested articles. Suggested articles and suggested solutions cannot be enabled at the same time.
3. Choose each audience (channel) that should receive suggested articles when submitting a case. Suggested articles are available for the internal app and the portals.
4. When you're done with the Support Settings page click Save.
USER PERMISSIONS
To change support settings:
•
“Manage Cases”
AND
“Customize Application”
To view articles:
•
“Read” on the article's article type
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Enabling Article Options for Cases Enabling Article Submission During Case Close
Enabling Article Submission During Case Close
To quickly capture information that helped solve a case, users can close a case and be taken directly to a draft article. When the article is published, it is automatically attached to the original case and is available in the knowledge base for easy search and reference.
To enable the Save and Create Article button on the close-case page:
1. From Setup, enter
Knowledge Settings
in the
Quick Find
box, then select
Knowledge Settings.
2. Select
Allow users to create an article when closing a case
. You must also choose:
•
A default article type. This determines which fields appear on the draft article. By default the
Title
field on all articles contains the case subject.
•
An article assignee. All draft articles created when a case is closed are sent to the assignee for review. The assignee can edit, publish, delete, or reassign the article. When the article is published, it is automatically attached to the Articles related list on the case detail page.
3. Optionally, create an Apex class that pre-populates fields on the draft article, then select the class from the
Use Apex customization
field. For detailed instructions, see “Example
Apex Customization for Submitting Articles from Cases” in the Salesforce Help.
4. When you're done with the Settings page, click Save.
Tip:
The
Use a profile to create customer-ready article PDFs on cases
option is described below in Creating an Email Template for Sending Articles
.
USER PERMISSIONS
To edit Salesforce
Knowledge settings:
•
“Customize Application”
To modify page layouts:
•
“Customize Application”
To create articles:
•
“Read” and “Create” on the article type used to create articles from cases
AND
Knowledge User checked on the user detail page
To create cases:
•
“Create” on cases
5. From Setup, enter
Cases
in the
Quick Find
box, select Page Layouts, and edit each close-case layout.
•
Click Layout Properties.
•
Select the
Enable submissions during case close
checkbox and choose Submit Articles. You can only submit articles or solutions, not both.
•
Click Save.
Creating an Email Template for Sending Articles
USER PERMISSIONS
To set up Email-to-Case or On-Demand Email-to-Case:
To enable Email-to-Case or On-Demand Email-to-Case:
To customize page layouts:
To create or change HTML email templates:
To create or change public email template folders:
“Customize Application”
“Modify all Data”
AND
“Customize Application”
“Customize Application”
“Edit HTML Templates”
“Manage Public Templates”
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Enabling Article Options for Cases Creating an Email Template for Sending Articles
To create or change Visualforce email templates: “Customize Application”
If articles are associated with a case, users working on the case can attach PDF versions of the articles to an email simply by choosing a template you create. This capability is available if Email-to-Case or On-Demand-Email-to-Case is set up and the Email related list is visible on case page layouts. See Set Up On-Demand Email-to-Case for more information.
To allow users working on a case to automatically attach article PDFs to an email message:
1. From Setup, enter
Email Templates
in the
Quick Find
box, then select Email Templates.
2. Click New Template to create a template from scratch or click Edit next to an existing template. The new or edited template must include the
Articles as PDFs
case field.
3. For example, If you want to edit the SUPPORT: Case Response with Solution (SAMPLE) template to include articles instead of solutions, complete these steps:
a. Click Edit next to the SUPPORT: Case Response with Solution (SAMPLE) template.
b. Change the
Email Template Name
to SUPPORT: Case Response with Article (SAMPLE).
c. Modify the
Template Unique Name
as needed.
d. Choose Case Fields from the Select Field Type drop-down menu.
e. Choose Articles as PDFs from the Select Field drop-down menu.
f. Copy the value from the
Copy Merge Field Value
field and paste it in the email body.
4. Click Save.
On the case detail page in the Emails related list, users can now click Send an Email and choose the new template. Articles associated with the case are automatically converted to PDF attachments, and the attachments can be previewed or deleted if needed before the email is sent.
Note:
Both the article and the knowledge base must be in the same language. For example, if your knowledge base language is
English but you want a Japanese article converted into a PDF, change your knowledge base language to Japanese (in Setup, enter
Knowledge
in the
Quick Find
box, select Knowledge Settings, then click Edit) before converting the article.
Notes on Field Visibility in Article PDFs
Consider the following information when using email templates that include the Articles as PDFs function:
•
The fields that appear in article PDFs are determined by your profile if the
Use a profile to create customer-ready article PDFs on cases
checkbox (from Setup, enter
Knowledge Settings
in the
Quick Find
box, then select
Knowledge Settings) is not selected. If you can see all fields in the original article, all fields also appear in the automatically generated
PDF. If field-level security restricts you from seeing a field on an article, that field and its data do not appear in the article's PDF.
•
If the
Use a profile to create customer-ready article PDFs on cases
checkbox is selected and a profile is chosen from the Profile menu (from Setup, enter
Knowledge Settings
in the
Quick Find
box, then select
Knowledge Settings), the chosen profile determines which fields appear in automatically generated PDFs. For example, if you are sending article PDFs to customers, you might choose the Customer Portal User profile to ensure that internal-only fields do not appear in article PDFs.
•
Fields in the Properties section of an article, including
First Published
,
Last Modified
,
Last Published
, and
Summary
, are not included in any PDF version regardless of setting or profile.
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