How can I get "Attach Article" of "Insert Article into Email" from Knowledge search results

Question

How can I get "Attach Article" of "Insert Article into Email" from Knowledge search results from a Case?

On Case, Articles can be added from "suggested Articles". Is there a way to do the same with Knowledge Search results?

How can we link an article from Knowledge search result to a Case?

Answer 1

• You cannot attach an article from the search result dropdown as you're typing as your screenshot shows.

• You can attach articles using the dropdown next to the articles from the search results when you complete your search.

Use the Lightning Knowledge Component

Attach and Remove Articles in the Knowledge Component

Agents can attach Knowledge articles to cases and remove articles from cases using the dropdown next to any article.

As such, you need to do the following:

1. Type your search string
2. Press enter
3. Now the search results display instead of the "Suggestions"
4. Click dropdown on desired article & select "attach article"