Final answer:
To attach and email a KB article from a case in Dynamics 365 Customer Service, link the KB article to the case record, then use the email function to send the article or its link to the customer's email address.
Step-by-step explanation:
To attach and email a Knowledge Base (KB) article from a case when using Dynamics 365 Customer Service, follow these steps:
- From within the case record, locate the KB article you wish to attach.
- Link the article to the case by referencing it in the case record. This may involve using a 'Link' or 'Attach' action within the case management interface.
- To share the article with the customer, assuming knowledge management is set up to use an external portal, you would typically use the 'Email' function within Dynamics 365 to send the article link directly to the customer's email address.
- In the email, include either a URL to the external portal where the KB article can be accessed by the customer or attach the article as a file, if the system allows exporting of the KB content.
Make sure to follow your organization's guidelines for sharing knowledge base articles with customers, including any permissions or confidentiality considerations when sending information externally.