How to create a link to a Knowledge Article for Self Service Users

Version 1

    Details

    Need the ability to add a URL to a Knowledge Article via a Send Email Quick Action


    Resolution

    The link below will allow access to the Knowledge Article via self service. This can be added to a Send Email quick action to be run from the FRS_Knowledge GRID or a Send Email quick action to be run on each extended form
    For example. FRS_Knowledge#QandA


    <a href='$(ServerURL())/alp.aspx?Scope=SelfService&role=SelfService&CommandId=ShowKnowledgeArticle&Id=$(RecId)'>Open KB Article in Self Service</a>

    To create the Send Email quick action from the grid view, which will allow the user to highlight the row in the grid and run the quick action, follow these steps:
    1. Open the Knowledge workspace 
    2. While in the List View, click on Actions > Edit Actions
    3. Create a new Send Email Quick Action
    4. Fill in the Name
    5. Create or select a Category
    6. Fill in a valid From address
    7. Fill in a valid To address, or enter the OwnerEmail field if the notification to go to the Knowledge Article owner, or to enter an Email address use the following prompt:  $(Prompt("Enter Email Address", ""))
    8. Enter a valid Subject
    9. In the Email Body, enter your text
    10. Click on the Source Edit and add the following:

    <br><br><a href='$(ServerURL())/alp.aspx?Scope=SelfService&role=SelfService&CommandId=ShowKnowledgeArticle&Id=$(RecId)'>Open KB Article in Self Service</a>

    This will enter two carriage returns and the link similar to below:

    This is to let you access the following article to provide feedback. Please click on the link below:

    Open KB Article in Self Service

    11. Save your quick action

    To create the Send Email quick action from the Form view, which will allow the user to run the quick action from each Knowledge Type via the form, follow these steps:

    A. Open the Knowledge workspace 
    B. Open a record of Type "QandA"
    C. Click on Actions > Edit Actions
    D. Repeat steps 3-11 from above
    E. Close out of the Action Menu
    F. Go back to the Knowledge Workspace
    G. Open a record of a different Type 
    H. Click on Actions > Edit Actions
    I. Repeat steps 3-11 from above
    J. Close out of the Action Menu
    K. Repeat Steps F-J

    *NOTE: if using SSL, you may swap the $(ServerURL()) with $(SecureServerURL())