2 Replies Latest reply on Feb 11, 2016 10:55 AM by sunderwood

    How do you email a link to a specific Knowledge Article? How do you print a Knowledge Article?

    sunderwood Rookie

      Hi,

         We would like to email a link to a specific Knowledge article to our customers. It would be handy to be able to have a button in the Knowledge Center that generates an email window with the url link to the Knowledge article. Is anyone doing this? Also, it would handy to be able to print a Knowledge article from the Knowledge Center. Thank you

        • 1. Re: How do you email a link to a specific Knowledge Article? How do you print a Knowledge Article?
          chris1 Apprentice

          Susan,

          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.

          • 2. Re: How do you email a link to a specific Knowledge Article? How do you print a Knowledge Article?
            sunderwood Rookie

            Thank you Chris. This was very helpful.

             

             

            Susan L.Underwood,

             

            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

            Email