A knowledge base solution can be used for replying to emails, support case or for embedding into an appointment/task or for simply forwarding it to an Outlook contact. A dialog window allows the technicians to browse through the existing knowledge base items, even preview it before it can be chosen for embedding into the particular Outlook item (email, appointment, task, support case etc.)

Steps to embed a knowledge base to a new email, appointment, task or a support case.

Select a particular outlook item (email in the screenshot below) and click the 'Reply with a KB' button to display the KB selection dialog.
Browse through the listed KBs by problem type and category. click a KB subject from the treeview to preview the content. Finally when you have found the appropriate knowledge base item, select 'Insert'.
The selected knowledge base would be then embedded to the body field if the selected Outlook item is of appointment or task types or on the body field of reply email compose inspector, if the selected Outlook item is of mail types.