Deflect cases with knowledge content

Enable customers to search for information from the knowledge base and and find solutions to their issues.

Before you begin

Role required: sn_customerservice_customer

About this task

The business portal Case form displays contextual search results based on text entered in the Subject field. These search results provide targeted solutions to customers. Customers can search for information that is related to a case when opening a case. If the search results in any related content, the customer can preview the content.

Note:

By default, search results include knowledge articles, solved questions, and pinned articles.

Procedure

1. Navigate to the business portal.
2. Select Request > Submit a request > Submit a case > Submit a product case.
3. Start entering in the Subject field.
   If there are any search results that match, they’re displayed in the Related Search Results widget.

   Note:

   If embedded search has been enabled, the results are displayed inline in the Case form in a Knowledge results section and are read only.
4. Perform one of the following actions.
   • Select one of the content links in the Related Search Results widget to enter the content directly.
   • Select one of the content links in the embedded Knowledge results section to open the content inline as read only.
5. Optional: Select This helped to mark the content as helpful for resolving the associated case.
6. Select Submit.