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    Home New York Customer Service Management Customer Service Management Customer Service Management Manage customer service cases Agent tasks Resolve cases with knowledge and community content

    Resolve cases with knowledge and community content

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    Resolve cases with knowledge and community content

    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.

    Before you begin

    Role required: sn_customerservice_agent

    About this task

    The Case form displays contextual search results based on text entered in the Short Description field. These search results provide targeted knowledge articles, pinned articles, and community content to customer service agents.
    Customer service agents can search for information that is related to a case when opening a case or in a case that is already open. If the search results in any related content, the agent can preview the content. If the information is relevant, the agent can mark it as helpful. Knowledge articles can be also attached to the case.
    Note: By default, search results include knowledge articles, solved community questions and blogs, and pinned articles.

    Procedure

    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.
      ToDo this
      Attach a knowledge article to the case
      1. Click Attach next to the knowledge article you want to attach to the case.
      2. 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.

      3. 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.
    Related tasks
    • Create a customer service case
    • Assign a customer service case
    • Respond to a customer chat request
    • Respond to a consumer chat request
    • Create a customer service case from a chat
    • Create a consumer case from an anonymous chat
    • Create a consumer record from an anonymous chat
    • Create a work order for a customer service case
    • Create a consumer case from a chat
    • Create a consumer record
    • Create additional consumer addresses
    • Manage a proactive case created from an alert
    • Send email responses directly from cases
    • Create a request on behalf of a customer or consumer
    • Initiate a conference call from a case
    • Report a knowledge gap
    • Update a special handling note
    • Close a customer service case
    Related concepts
    • Responding to cases using predefined email quick messages
    • List and form views by agent role

    Tags:

    Feedback
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    Release version
    Choose your release version

      Resolve cases with knowledge and community content

      • Save as PDF Selected topic Topic & subtopics All topics in contents
      • Unsubscribe Log in to subscribe to topics and get notified when content changes.
      • Share this page

      Resolve cases with knowledge and community content

      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.

      Before you begin

      Role required: sn_customerservice_agent

      About this task

      The Case form displays contextual search results based on text entered in the Short Description field. These search results provide targeted knowledge articles, pinned articles, and community content to customer service agents.
      Customer service agents can search for information that is related to a case when opening a case or in a case that is already open. If the search results in any related content, the agent can preview the content. If the information is relevant, the agent can mark it as helpful. Knowledge articles can be also attached to the case.
      Note: By default, search results include knowledge articles, solved community questions and blogs, and pinned articles.

      Procedure

      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.
        ToDo this
        Attach a knowledge article to the case
        1. Click Attach next to the knowledge article you want to attach to the case.
        2. 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.

        3. 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.
      Related tasks
      • Create a customer service case
      • Assign a customer service case
      • Respond to a customer chat request
      • Respond to a consumer chat request
      • Create a customer service case from a chat
      • Create a consumer case from an anonymous chat
      • Create a consumer record from an anonymous chat
      • Create a work order for a customer service case
      • Create a consumer case from a chat
      • Create a consumer record
      • Create additional consumer addresses
      • Manage a proactive case created from an alert
      • Send email responses directly from cases
      • Create a request on behalf of a customer or consumer
      • Initiate a conference call from a case
      • Report a knowledge gap
      • Update a special handling note
      • Close a customer service case
      Related concepts
      • Responding to cases using predefined email quick messages
      • List and form views by agent role

      Tags:

      Feedback

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