Propose a KB article as a customer service case solution

Propose a knowledge base article as a solution and attach the article to a case.

Before you begin

Role required: sn_customerservice_agent, sn_customerservice_manager, or admin

About this task

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.

Procedure

  1. Navigate to Customer Service > Cases > My Cases.
  2. Open the desired case.
  3. Ensure that the Short description field contains one or more key words that describes what the case is about.
  4. Click the Search Knowledge icon to the right of the Short description field.
    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.
  5. Select the desired article and then click Attach to Case.
    The content of the article appears in the Additional comments field.
  6. Click Update.
    The content of the article appears in the Activity field.