Close a case from a knowledge article recommended in an Auto-Responder notification

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.