Display Knowledge Article Names as Links While Composing Messages in the Redwood Service Center

In the Redwood Service Center UI, when you compose a message and you are typing in a reference to a Knowledge Management (KM) article, for example FAQ1234, this will be visually represented as a link in both the new SR Details and in the SR Foldout pages. Please note that the text displayed within the rich text editor while composing the message is a dummy representation and is not an actual clickable link.  When the message is delivered to the message recipient, the link will be properly formatted to point to the article on digital self- service.

Compose Email Showing KM Article Styled as a Link

You can more easily recognize knowledge articles as clickable links, making it easier to reference relevant content while composing messages.

Steps to Enable

You don't need to do anything to enable this feature.

Tips And Considerations

NOTE: The link will not be clickable during the message compose and will only be clickable in the Activity Stream.

You need to make sure that the different article patterns are defined in the Manage Service Request Dynamic Links task in the Setup and Maintenance Administration screens.

Access Requirements

Customer Service Representative