Email to Case Premium supports Salesforce Knowledge, and both internal and external knowledge bases can be used. Since Unified Knowledge essentially brings your external knowledge into Salesforce, it can also be used with Email to Case Premium once it's successfully configured.

 

To properly configure the Knowledge integration with E2CP, be sure to configure the Connected App and then deploy Knowledge Search from the New Comment Page tab in the Setup Wizard.  

 

Once those are properly configured, end users will see the Knowledge section in the Advanced Search when inserting content into a response, or in the quick search results.

 

 

 

Note: Vicasso cannot assist in configuring Unified Knowledge in your Organization. This needs to be done with your internal Salesforce Administrator by following the instructions in this article.