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Link all articles added to an email to the corresponding Case from which the email was initiated. Often times, more than one KBA needs to be sent to customer. Only the initial article selected to be email on the Case view gets linked to the case. Subsequent articles added to the same email once the email is open with the first selected article already copied over do not get linked to the case.
Not doing this does not allow us to track which articles are being used or the article usage is underrepresented which leads to poor / incorrect decisions.
Understand the context has moved from the Case to the Email Activity. However, if we can store from which entity the initial association was launched, all subsequent articles added to the email, can then be automatically associated to the case or at least the user is prompted to confirm if they would like to link the newly added articles to the case from which the initial request was launched.
STATUS DETAILS
New