Enable agents to resolve a case more quickly by searching for information from the knowledge base and community and, if helpful, associating it to the case.

1. Navigate to Customer Service > Cases.
2. Perform one of the following actions.
   • Open a new case and start typing in the Short description field.
   • Open an existing case and click Related Search Results.
   Any matching search results are displayed in the Related Search Results section. The content displayed depends on the permissions assigned to the agent in Knowledge and Communities.
3. Click one of the results to open the content in a pop-up window.
4. Perform any of the following optional steps.

   To	Do this
   Attach a knowledge article to the case	Click Attach next to the knowledge article you want to attach to the case. If you opened the knowledge article, click Attach to Case. The knowledge article is displayed in Activities as a work note and is visible only to customer service agents. A link to the article is also entered in the Additional comments field. To make the article visible to customers, click Post. Note: You cannot attach Social Q&A or Communities content to the Case form.
   Mark the content as helpful for resolving the associated case	Click This helped.
   Scroll to previous or next result	Use the arrow keys to scroll up to the previous or down to the next result.

5. Perform one of the following actions.
   • If you opened a case, click Submit.
   • If you updated an existing case, click Update.