How do I include FAQs when composing or replying to emails?

You can send FAQs while composing a new email, replying to an existing one, or responding to a specific case. For this example, we will send an email to a case. 
Follow these steps to share FAQs:

1. Log in to your CRM account.
2. Click the Main Menu.
3. Go to the Cases module. The List View of the Cases module opens.
4. Open the record you want to email. The Summary View of the record opens.
5. Click Email on the top right corner. The Compose Mail window opens. 
6. Click Insert Links. 
7. Select Insert FAQs from the drop-down. The Select FAQs window opens. 
8. Enter or select the following information to add FAQs:
   1. Search Bar - Use the Search Bar to find the FAQ you need by typing keywords or selecting a category.
   2. Categories - Click the Categories and pick the category that matches your topic to see related FAQs.
   3. Copy - Click to copy the FAQ and paste it into your email where needed. 
   4. Insert - Click Insert to add the FAQ automatically, and it will appear in the email.
9. Click Send.