Connecting Knowledge articles to cases
Key Takeaway
Reps see suggested articles and attach articles in the Knowledge component, which admins add to the case record page. Each case page layout that reps use also needs the Articles related list, where attached articles appear.
Support reps connect Knowledge articles to cases for two reasons: to find the answer to a customer's problem and to record which article solved it. In Lightning Experience, admins set this up in two places. They add the Knowledge component to the case record page and add the Articles related list to the case page layout. Reps then see suggested articles, attach them to the case, and can insert them into emails to customers.
What reps do in the Knowledge component
The Knowledge component is how support reps work with articles while they look at a case. On a case, reps can do these things in the component:
- See suggested articles as soon as they view the case.
- Search the component for more articles.
- Attach the right article to the case, or remove an attached article, with the dropdown next to any article.