---
sourceDocument: Brazil Customer Service Management
sourceDocumentLink: https://www.servicenow.com/docs/r/customer-service-management

 Release :

    - brazil

ft:locale :

    - en-US

ft:publication_title :

    - Brazil Customer Service Management

ft:clusterId :

    - csm

bundleId :

    - csm

workflow :

    - Customer and Industry


---

# Close case within knowledge article

# Close a case from a knowledge article recommended in an Auto-Responder
notification {#ariaid-title1}

Release version: Brazil  
Updated September 10, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
View knowledge articles included in the email notification sent by the Auto-Responder feature for a customer service case and close the case from within a helpful knowledge article.

## Before you begin

Role required: snc_external role or watchlist users associated with the customer
service case

Log in to your portal containing the case.

## About this task

By default, the Auto-Responder feature sends knowledge articles as helpful content to solve a customer service case submitted using an email.

## Procedure

1. Open the knowledge article link from the email notification sent by Auto-Responder.
2. Read the knowledge article to see whether it resolves a case.
3. If the knowledge article provides a solution, in the Related Case section of the article, click Close Case.
4. In the message window that appears, click Close Case.

## Result

An information message about the case being closed appears. If any case was closed by using a knowledge article link accessed from an Auto-Responder email notification, a View Case button appears in that article. Click the button to view the details of the case that was closed.