Attach a knowledge article to an HR case

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.

Before you begin

Role required: hr_basic or hr_case_writer

Procedure

  1. Navigate to HR Case Management > All HR Cases, and open one of the modules, such as Assigned to me or Open.
  2. Open the HR case.
  3. Click Knowledge results to display a list of articles based on keywords in the case text.
    Click the Knowledge results button below the case form.
  4. 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 access.
    • [employee name] Results displays a list of articles that the Opened for employee can access.

    You can also search for articles in the Related Search field.

    Preview or attach the article to the HR case form.
  5. Review the list of suggested knowledge articles, and:
    OptionDescription
    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 article.
    Attach the article without previewing it Click Attach next to the article.
    Note: When you attach an article, its text is copied to Additional comments. After you save the case, it also appears in the Attached Knowledge related list.
    Preview or attach the article to the HR case form.
  6. Click Save.