An agent can propose a knowledge base article as a solution and attach an article to
Role required: sn_customerservice_agent, sn_customerservice_manager, or
Customer service agents can use key words to search for knowledge base articles that
are related to a case. If the search results in any related articles, the agent can
preview an article. If the information in the article is relevant, the agent can
attach the article to the case and offer the information in the article as a
solution to the customer.
Open the case.
Ensure that the Short description field contains one or
more key words that describes what the case is about.
Click the Search Knowledge icon to the right of the Short
If there are any knowledge base articles related to the key word or words,
they appear in a list in a separate window. If the search returns too many
results, you may need to refine your search terms.
Select the desired article and then click Attach to
The content of the article appears in the Additional
The content of the article appears in the