Salesforce Docs Portal

Solve Cases

Find an article or solution that answers the customer’s question.

Required Editions

View supported editions.
User Permissions Needed
To solve cases:

Edit on cases

AND

Read on solutions
  1. View the case.
  2. Find an article or find a solution that answers the case's question.
  3. Attach the article or solution to the case by clicking Select next to a reviewed solution in the list of solutions. Or, click the title of an unreviewed solution and choose Select on the solution detail page.
  4. Email the solution or article to the contact by clicking Send Email in the Activity History related list.
    1. Click Select Template and choose a template. You or your administrator can create email templates that automatically include the case description, solution detail, solution attachments, and other fields.
    2. Fill in the email fields.
    3. Click Send.
  5. Close the case.
    The emailed solution or article is logged as an activity in the Activity History related list.