Dear Community,
I’m working on a task to integrate knowledge articles into the resolution task that is sent to the customer when the state is set to Resolved.
When I use the Knowledge Search macro, the KB article is properly linked and visible to the customer.
On the other hand, when an agent uses the related list “Attached Knowledge”, the KB does not show up in the generated resolution task, so the customer can’t see it.
Both methods create a record in the m2m_kb_task table, so I’m trying to understand why their behavior is different
Has anyone already run into this or knows what the Knowledge Search button does differently behind the scenes?
