What happens when one of your support agents working on a customer case notices that a solution is already available in Lightning Knowledge? What options does he/she have to share the solution with your customers?
In 2018, the fastest method is to use an out-of-the-box function, namely ‘Insert Article into Email’. Launched in the Spring ‘18 release, this Lightning Knowledge function allows support agents to insert an article into the body of an email. Although quick and useful, the feature has certain limitations.