Send an article to a requester

  • Release version: Zurich
  • Updated July 31, 2025
  • 1 minute to read

    • Use Agent Assist to send articles to requesters to solve their issues.

    Before you begin

    Role required: agent_workspace_user

    About this task

    Agent Assist search results can include links to knowledge articles that you can send to a requester.

    Procedure

    1. Open a Workspace record in your instance.
    2. Open an incident record from the list view.
    3. In the Agent Assist panel, search for an article.
    4. Select the menu icon (more actions icon) > Add link in email.