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Create a knowledge article from a customer service case

Create a knowledge article from a customer service case

Reuse information from a customer service case by creating knowledge articles from cases.

Before you begin

Your administrator must enable creation of articles from customer service cases.

Role required: sn_customerservice_agent or knowledge

Procedure

  1. Navigate to Customer Service > Cases > All.
  2. Select a case from which you want to create a knowledge article.
  3. Click Create Knowledge.
    The relevant fields are automatically copied from the case to the record that opens.
  4. In the Knowledge base field, enter the name of the knowledge base in which you want this article to display.
  5. Click Submit.