---
schema_version: "1"
id: 989b906db864c10797afd52e3c060776a913ebe27de3318b40bd0c60dbdfd3c5
title: Solve Cases
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/solving_cases.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.solving_cases.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 65c5ef9ab6d33d0da1f57b5a5b50febdf24aa38e65d9cc4b9dab467bf2d271fe
description: Find an article or solution that answers the customer’s question.
products:
  - Service Cloud
release: "264"
---
# Solve Cases

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

### Required Editions

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&amp;language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table>

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission">
        <colgroup>
          <col style="width:50%">
          <col style="width:50%">
        </colgroup>
        <thead class="slds-text-title_caps ">
          <tr class="">
            <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="vertical-align:top;" id="d62127e55">User Permissions Needed</th>
          </tr>
        </thead>
        <tbody>
          <tr class="">
            <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d62127e55 ">To solve cases:</td>

            <td class="slds-cell-wrap" style="vertical-align:top;" headers="d62127e55 ">
              <p>Edit on cases </p>
              <p>AND</p>
              <p style="margin-bottom:0;">Read on solutions</p>
            </td>

          </tr>
        </tbody>
      </table>

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.