Attaching Knowledge Base Solutions to Cases
A Support Person can search your knowledge bases for solutions relating to the support case they are working on. These solutions can then be appended to cases and emailed to your customers, thus saving response time and duplication when handling common case issues.
To attach a solution to a case:
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Open the case record you want to attach a solution at Cases > Customer Service > Cases.
If you are adding a solution to an existing case, click Edit on the case record.
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To attach a solution, do one of the following:
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On the Communication subtab, in the Insert Solution field, enter part of the solution title, and press Tab.
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Click List to choose a solution from the list
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Select Search to search for a solution using detailed criteria
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Select New to create a new solution record.
When you attach a solution to a case, the Description text of the solution is automatically added to the end of the message.
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Make any edits to this text as required.
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Click Save.
If you use a customized case form and want to attach knowledge base descriptions to case responses, include the Description field on the form.