How do you attach an article to a case?

How do you attach an article to a case?

Help Agents Attach Articles to Cases

1. Click. and select Setup.
2. Click Object Manager and select Case.
3. Click Case Page Layouts.
4. Click Custom Case Layout.
5. At the top of the page, click Feed View.
6. Scroll down to Article Tool Settings and select Enable attaching Articles inline.
7. Click Save.

How do I validate a knowledge article in Salesforce?

Enable the Validation Status

1. Click Setup ( ) and select Setup.
2. In the Quick Find box, enter Knowledge Settings.
3. Click Knowledge Settings.
4. Click Edit.
5. Select Activate Validation Status field. In new Trailhead Playgrounds, this is automatically selected.

How do I publish an article in Salesforce?

1. Click the *Knowledge tab [1] at the top and change the list view to Draft Articles [2].
2. Check the box next to all three article titles and then click Publish.
3. Ensure Publish Now is selected.
4. Click Publish.

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 to open an inquiry case in edge?

Open a case that can be closed using the Knowledge article you created in the previous step of this project to be sure the process works smoothly for the support team. 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.

How to suggest similar cases with Dynamics 365?

Based on configured data input, the Relevance search mechanism filters the cases using key phrases and suggests a list of cases that Gilda can refer. She selects a relevant case and glances through the details. She is able to resolve the customer issue with this suggested case.