You can attach one or more knowledge articles 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
Navigate to Assigned to
me or Open.
, and open one of the modules, such as
Open the HR case.
Click Knowledge results to display a list of articles
based on keywords in the case text.
A list of Knowledge results 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 knowledge base.
- My Results displays a list of articles you can
- [employee name] Results displays a list of
articles that the Opened for employee can
You can also search for articles in the Related
Review the list of suggested knowledge articles, and:
|Preview the article
||Click the article title. After reviewing the article in the pop-up
window, click Attach to HR Case if it is
relevant, or click (X) to close the
|Attach the article without previewing it
||Click Attach next to the article.
you attach an article, its text is copied to Additional
comments. After you save the case, it also appears
in the Attached Knowledge related