Every organization has a set of information, in Salesforce, this information is called Knowledge. A Knowledge base consists of various articles,article type, categories, sub categories etc. An article, as the name suggests, is a piece of information which we might want to share with the customer.
Salesforce provides two methods of sharing articles with an external user via email.
1. Send article as attached PDF
2. Allow users to share articles via public URLs
Sending article as a PDF is quite straightforward. However, sending article URL is not that straightforward. In order to Send article as URL you first need to accomplish the following tasks.
1. A public Force.com Site dedicated to your articles.
2. A public knowledge base.
if you don't know how to set up a public knowledge base, you can implement it using salesforce guide :
https://ap1.salesforce.com/help/doc/en/salesforce_pkb_implementation_guide.pdf
After setting up public knowledge base make sure that the articles for which you want to share the URL are published and visible on public site.
Below are the steps:
STEP 1: Allow users to share articles via public URLs , you can do this by going to Your Name --> Setup --> Customize --> Knowledge --> Settings . Click the checkbox 'Allow users to share articles via public URLs'.
STEP 2: Enable Chatter feeds , you can do this by going to Your Name --> Setup --> Customize --> Cases --> Support Settings . Click the checkbox 'Case Feeds Enabled'. Also make sure that your profile has sufficient permissions to view case feeds.
STEP 3: Attach the article you want to share with the case and click on 'Answer Customer' to send and Email. on the 'Articles' block below click down arrow button. You will get an option to 'Share article link from <Your Site Name> ' . On clicking this the URL for the article will be added to your Email. it looks something like this :
Hope you find this helpful, if you face any problem don't hesitate to leave a comment or mail me.
Salesforce provides two methods of sharing articles with an external user via email.
1. Send article as attached PDF
2. Allow users to share articles via public URLs
Sending article as a PDF is quite straightforward. However, sending article URL is not that straightforward. In order to Send article as URL you first need to accomplish the following tasks.
1. A public Force.com Site dedicated to your articles.
2. A public knowledge base.
if you don't know how to set up a public knowledge base, you can implement it using salesforce guide :
https://ap1.salesforce.com/help/doc/en/salesforce_pkb_implementation_guide.pdf
After setting up public knowledge base make sure that the articles for which you want to share the URL are published and visible on public site.
Below are the steps:
STEP 1: Allow users to share articles via public URLs , you can do this by going to Your Name --> Setup --> Customize --> Knowledge --> Settings . Click the checkbox 'Allow users to share articles via public URLs'.
STEP 2: Enable Chatter feeds , you can do this by going to Your Name --> Setup --> Customize --> Cases --> Support Settings . Click the checkbox 'Case Feeds Enabled'. Also make sure that your profile has sufficient permissions to view case feeds.
STEP 3: Attach the article you want to share with the case and click on 'Answer Customer' to send and Email. on the 'Articles' block below click down arrow button. You will get an option to 'Share article link from <Your Site Name> ' . On clicking this the URL for the article will be added to your Email. it looks something like this :
 |
| Click the highlighted option and the URL will be added to Email. |
Hiii...Thanks for sharing Great information...Nice post....Keep move on...
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