To send a knowledge article to a customer efficiently via email, which tool should you use?

• A. Lightning email template.
• B. Auto-response rule.
• C. Macro.
• D. Workflow.

Answer: (A)

ALightning email template is the best choice because it gives you a ready-to-send, polished email format that can directly include or link to a knowledge article. Templates let you personalize the message with customer data and insert the article with a single click, making the process quick and consistent across cases. Other options aren’t as well suited: auto-response rules generate generic replies automatically and aren’t designed to deliver a specific article on demand; macros automate a sequence of actions in the agent interface but don’t provide a reliable mechanism for emailing knowledge content; workflows can trigger emails but require more setup and don’t offer the same straightforward, reusable template for sharing articles with customers.