Using the Knowledge Base in e-mail
You can apply Knowledge base article in your e-mail conversation without closing the case.
A new function has been introduced in the system to be able to include articles from the Knowledge Base in e-mail conversations.
Send Knowledge Base article from the Resolution section
In the Resolution section, there is now a new choice called Send Knowledge Base.
If a Knowledge Base Article (from Published Known Solutions) is selected here, it can then be used in an e-mail.
Send Knowledge Base article from the Communication section
To use the article in an e-mail, click on the arrow next to "New Message" and select "Knowledge Base". Then the email will contain the text from the selected article and can be edited in the email before it is sent.
The same applies to already received messages. You have to use the arrows next to "Reply" or "Reply to All" to be able to choose Knowledge Base article.
