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Customizing the Articles Tool
The Articles tool lets support agents browse Salesforce Knowledge articles,
see whether articles are attached to a case, and share relevant articles
with customers. With the support:caseArticles component, you
can:
- Customize the appearance and dimensions of the Articles tool.
- Define how the tool’s search function works, including which article types and keywords are used by default and whether advanced search is available.
- Specify whether agents can attach articles to emails.
support:caseArticles Attributes
Use Case
Cirrus Computers wanted to customize the Case Feed articles tool so agents could more easily find articles to help resolve customers’ issues.
Cirrus used the support:caseArticles component to create an articles tool that:
- Appears in the right sidebar of the page and is open by default on all case pages.
- Uses search-as-you-type functionality to show suggested articles quickly.
- Lets agents attach articles to messages they write with the Email action.
- Displays the most recently published articles when no articles are attached to a case.