The VP of Service at Universal Containers wants to make it easier and faster for support reps to send knowledge articles to the customer. What should a consultant configure to satisfy this request?
A.
Create an auto-response rule to send the article to the customer.
B.
Create a Lightning email template to send the article to the customer.
C.
Create a macro to send an email with the article to the customer.
D.
Create a workflow email alert to send the article to the customer.
" easier and faster" is the point!
Both options B and C could potentially work, but option B is a more targeted and Salesforce-specific solution for sending emails with knowledge articles.
In Lightning experience - we can send article content as email body.
In Classic experience - we can send article as PDF attachment with the email.
Macro will be faster to send email though..
I am bit confused - please enlighten.
It is not possible to access the Knowledge Article fields in email templates, the only way is using Article as PDF which attaches a pdf of the article to the email.
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