Deflect cases with knowledge and community content

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

Before you begin

Role required: sn_customerservice_customer or sn_customerservice_consumer

About this task

The Service 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 community questions and blogs, and pinned articles.

Procedure

1. Navigate to the Customer Service Management Service Portal and then All > Support > New Cases.
2. Click Product Case or Order Case.
3. Start typing in the Subject field.
   If there are any search results that match, they are 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.
   • Click one of the content links in the Related Search Results widget to enter the content directly.
   • Click one of the content links in the embedded Knowledge results section to open the content inline as read-only.
5. Optional: Click This helped to mark the content as helpful for resolving the associated case.
6. Click Submit.