Including Knowledge Article Links to your Public Knowledge Base (PKB) in Emails

If your organization uses either Salesforce Knowledge or an external knowledge base, this article will help you provide links to your public knowledge base (PKB) for articles related to a case. This approach is often preferred over email attachments because it may teach your customers to fish for their own knowledge article and deflect cases in the future.

  • Apr 7, 2025
  • Knowledge

Permalink
https://kb.vicasso.com/?kb=000004756
Details

       1.  In the Email to Case Premium Setup tab, navigate to the New Comment Page tab:
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       2.   On the New Comment Page configuration, toggle Enable Canned Responses to on and set your PKB base URL, or select the merge field to be used with the external knowledge base:

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       3.  For Salesforce Knowledge, the merge field used in Canned Responses is $KnowledgeLinks. For public knowledge bases, it should be $KnowledgeLinksExternal. To insert them into a Canned Response, click on Click here to create and edit Canned Responses.  

Edit or Create New a Canned Response that you wish to add the Related Knowledge Article Links field to:
 
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When you insert that Canned Response, all related Knowledge Articles marked as available in your PKB will be inserted.
 
 
Please note: the knowledge article would need to be published, available to the public, and attached to the case for the merge fields above to function as expected.    
 




 

Title
Including Knowledge Article Links to your Public Knowledge Base (PKB) in Emails
URL Name
Including-Knowledge-Article-Links-to-PKB-in-Emails