Articles are a great way to solve cases and keep service reps efficient. When customers have the same questions, you can create one article with the answer and attach it each time the question is asked.
Required Editions
| View supported editions. |
| User Permissions Needed | |
|---|---|
| To change support settings: |
Manage Cases AND Customize Application |
| To view articles: | Read on the article's article type |
Suggested articles help knowledge base users solve cases quickly. When a new case is saved, the search engine automatically looks for articles that have keywords in common with the admin-selected case fields. The user working the case can scan the articles and attach them to the case if needed, or initiate another search with different keywords. Articles attached to the case appear on the Articles related list, which also provides a Find Articles button to search the knowledge base at any time.
- From Setup, enter Support Settings in the Quick Find box, then select Support Settings.
- Click Edit and choose Enable suggested articles. Suggested articles and suggested solutions cannot be enabled at the same time.
- Choose each audience (channel) that receives suggested articles when submitting a case. Suggested articles are available for the internal app and the portals.
- When you're done with the Support Settings page click Save.