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huskerwendyhuskerwendy 

Knowledge Articles as PDFs questions

We've just purchased Knowledge and I'm in the process of setting it up and have some questions about Knowledge Articles as PDFs when attaching to cases:

1. Is it possible to style the PDF that is created from a case when using the merge field "Articles as PDFs"? If so, where do I find it?

2. The links to other Knowledge Articles don't work in the PDF that are attached to the email when the case. They work when you view the article on our site or in Article Management though.

3. Is there a way to include the Article in the actual email rather than as an attachement? We were able to do this with Solutions but I don't see any other merge fields available for Articles when I'm in the email template. It appears that the "Inline" checkbox that is available when your send an email with an attachment does nothing when it's checked. Any suggestions?
Best Answer chosen by huskerwendy
Ramu_SFDCRamu_SFDC
Regarding the 3rd point, there seems to be no way to include article related fields in email template as per this idea post https://success.salesforce.com/ideaView?id=08730000000ZoIxAAK

All Answers

Ramu_SFDCRamu_SFDC
Regarding the 3rd point, there seems to be no way to include article related fields in email template as per this idea post https://success.salesforce.com/ideaView?id=08730000000ZoIxAAK
This was selected as the best answer
huskerwendyhuskerwendy
Thanks, Ramu. That's helpful but disappointing. 

As far as #2, I created a case with Salesforce support and they said it is a known issue that Smart Links don't wok in the PDFs. The workaround is to use absolute paths.

https://success.salesforce.com/issues_view?id=a1p30000000Sz6ZAAS

huskerwendyhuskerwendy
Spoke with SF Support and #1 is not possible. You can style the article using the editor but can't change the PDF styling such as adding a logo, customizing the header bar color or the background color.