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.
Role required: sn_customerservice_agent
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.
-
Navigate to .
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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.
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Click one of the results to open the content in a pop-up window.
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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. |
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Perform one of the following actions.
- If you opened a case, click Submit.
- If you updated an existing case, click
Update.
