This task requires permissions that are found in all default service security roles Defined sets of privileges.The security role assigned to a user determines which tasks the user can perform and which parts of the user interface the user can view. All users must be assigned at least one security role in order to access the system.. More information about specific permissions and performing this task while offline: Service Permissions
In the Navigation Pane, click Service, and then click Cases.
In the View list, select the filtered view you want.
In the list of cases, open the case you want to view.
On the Notes and Article tab, click the Article box and search for the article. You can select a record from a filtered list in the Form Assistant pane A search pane that displays a list of filtered records. The records displayed are determined by which field that you are in and what data that you enter. In some areas of Microsoft Dynamics CRM Online, you can also create a follow-up activity from the Form Assistant pane pane. Using the Form Assistant pane is an alternative to using the Look Up Records dialog box., or you can click the Lookup button to search for other records.
Select the Show article check box.
The article appears, along with a task bar that includes Show Comments and E-mail KB Article commands.
Click E-mail KB Article.
The E-mail form opens with all the information about this case already filled in.
Make any changes to the e-mail you want; however, any changes you make to the article will not be saved in the original article.
To send the e-mail, click Send.
If you are offline, you will need to go online to send the e-mail.
Click Save or Save and Close.
This saves or saves and closes the e-mail message. The e-mail message appears as an activity for the case.