Right now I need to locate the article independently and then click on email it from the case. However this loses track of the original email. I'd like to have a button where I can insert a KB article on an email reply. We have buttons for email templates and signatures which are both old school, why not have one for the new KBs? This saves agents time and it also allows them to add multiple KB articles to the same email response if needed.

Ideas Administrator

Thank you for your feedback, it is planned in Oct 2020 release wave.  


PM, Microsoft.