You can add a knowledge article to an HR case to help process that record. For
example, you can attach an article about the company dress code policy when an HR case is
submitted that asks about wearing shorts to work.
Role required: hr_basic or hr_case_writer
When you open an active HR case record, a list of Knowledge
appears below the comments based on keywords in the text.
There are two tabs of results based on the user criteria that is associated with the
- My Results displays a list of articles you can
- [employee name] Results displays a list of articles
that the Opened for employee can access.
You can preview an article, and, if relevant, attach it to the case. You can also
scroll to the Attached Knowledge related list to add or view
knowledge articles related to that record.
Navigate to Assigned to
me or Open.
and open one of the modules, such as
Open the HR case.
Review the list of suggested knowledge articles, and:
|Preview the article
||Click Preview next to the article. After
reviewing the article in the pop-up window, click Attach to
HR Case if it is relevant, or click
(X) to close the article.
|Attach the article without previewing it
||Click Attach next to the article.
When you attach an article, its text is copied to Additional
comments. After you save the case, it appears also in the
Attached Knowledge related list.
To attach a knowledge article in the Attached Knowledge
related list, complete the following steps.
In the Attached Knowledge related list, click
If necessary, change the knowledge base to search within.
To search for articles based on content in the article, add a
condition, for example, [Short description] [contains] [dress
code], and click Run
Select the knowledge base number in the
Collection list and click the right arrow to
move it to the Attached Knowledge List.
When you select an article number, its topic and short description
appear below the list.