I am not sure what version of HEAT you are running or if you are on premise of Cloud. I am on HEAT Cloud 2015.2.1. Here are some options I see that might be relevant for you.
1) If you use Object Matching on the Incident form the Link and resolve button can be configured to push the article into the Resolution Notes. You can then be sure the Notes are emailed to the customer.
2) You can add the "Bookmark" button in the toolbar editor to the layout for each of the Knowledge types. When clicked this will provide a URL to the article which could then be copy and pasted into an email to whomever you choose.
3) You can add a quick action that will build the URL to the article dynamically and prompt you for the email address to send it to. The Admin Help file provides some assistance on building out the URL. This method is described in detail in Article #15595 in the Heat Software support Knowledge base (support.heatsoftware.com).
Regarding printing. It seems like you would need to go through and create a report for each of the Knowledge article types and put that on a button that would print the article. Look at the Print Incident Quick action on the Incident form for some clues on adding this.
Thank you Chris. This was very helpful.
Application & Information Management Services Section Head
County of Maui
Dept of Management, IT Services Division
200 S. High St.
Wailuku, HI 96793
Ph: (808) 270-7522