How do you add a knowledge article to a case?

How do you add a knowledge article to a case?

Display Knowledge on Case Record Pages

1. In the Service Console, choose Cases from the navigation bar.
2. Click a case. Maria clicks 00001006.
3. While still on the case record, click. and select Edit Page.
4. Drag the Knowledge component from the Standard Components list to the record page.
5. Click Save.
6. Click Activate.

How do suggested articles work in Salesforce?

Suggested Articles uses keyword-based search to find relevant articles. It’s automatically enabled when Lightning Knowledge is enabled. Einstein Article Recommendations analyzes past cases and case-article attaches to find relevant articles.

What are recommended Salesforce articles?

As Salesforce veterans, Sita and her team already use a tool called Suggested Articles. Suggested Articles is a Service Cloud feature that recommends knowledge articles to your agents. However, Suggested Articles is a keyword-based search that can’t learn from your case data.

How do you create a knowledge article from incident?

Create an Article from an Incident

1. Click Resolve Incident.
2. Check the Knowledge box.
3. Complete the Close code, Resolution category, Close notes, and any other applicable incident fields.
4. Right-click on the title bar and select Save from the drop-down menu.
5. Click the Knowledge tab.
6. Click the knowledge article Number.

What happens when the valid to date is reached for knowledge article?

If the Article Validity field in the knowledge base associated with the article is not blank, the Valid to date is automatically updated to start from the date the article was updated until the number of days specified in the Article Validity field.

How do I attach an article to a case?

After reviewing, attach the article to the relevant open case. While in the case record, click and select Edit Page. From the Standard components list, drag the Knowledge component to the right side of the record page and drop it under the Record Details component.

How to enable AI suggestions for cases, knowledge articles?

AI suggestions for similar cases and knowledge articles are now supported in the following languages: After an agent opens a case or accepts a conversation, smart assist checks the language from the following sources: If the language selected in the language settings is supported or not.

How do I enable suggested articles in Salesforce?

From Setup, enter Support Settings in the Quick Find box, then select Support Settings. Click Edit and, under Early Triggers Enabled, choose Enable suggested articles. You can’t enable suggested articles and suggested solutions at the same time.

How to create a case in edge communications?

First, create an inquiry case for Edge Communications. In the Service App, click the Cases tab. Click New. If asked to select a Record Type, select Inquiry. (This is only applicable if you have completed the Set Up Case Escalation and Entitlements project.) Fill in the case information. Description: Solar Panels need maintenance work.