Currently when support agent use email form in CASE management, and use "Insert Knowledge Article" to include a KA in the email (this is great to send multiple articles in one email), the article is not linked to the CASE and not tracked in Knowledge Articles Incident entity as Sent to customer = Yes.

Request: Enable the articles sent from email form in CASE and linked them to CASE entity, so it can be tracked in the Knowledge Articles Incident entity as Sent to customer = Yes.

Benefit: better understand how the knowledge articles are used by support agent and monitor content efficiency (how it helps to resolve cases).