Resolve cases with knowledge and community content

  • Release version: Australia
  • Updated March 12, 2026
  • 2 minutes to read

    • Enable agents to resolve a case more quickly by searching for information from the knowledge base and community and, if helpful, associating it to the case.

    Before you begin

    Role required: sn_customerservice_agent

    About this task

    The Case form displays contextual search results based on text entered in the Short Description field. These search results provide targeted knowledge articles, pinned articles, and community content to customer service agents.

    Customer service agents can search for information that is related to a case when opening a case or in a case that is already open. If the search results in any related content, the agent can preview the content. If the information is relevant, the agent can mark it as helpful. Knowledge articles can be also attached to the case.

    By default, search results include knowledge articles, pinned articles, and solved community questions and blogs. Depending on the configuration, search results can also include other types of information, such as open and resolved cases and problems. With the Predictive Intelligence for Customer Service Management plugin (com.snc.csm_ml), you can also view similar cases and similar knowledge articles.

    Customer service case managers can use the Demand Insights for Cases dashboard to identify which cases have no or insufficient knowledge coverage. For more information, see Demand Insights for Cases dashboard.

    Procedure

    1. Navigate to All > Customer Service > Cases.
    2. Perform one of the following actions.
      • Open a new case and start typing in the Short description field.
      • Open an existing case and click Related Search Results.
      Any matching search results are displayed in the Related Search Results section. The content displayed depends on the permissions assigned to the agent in Knowledge and Communities.
    3. Click one of the results to open the content in a pop-up window.
    4. Optional: Perform any of the following steps.
      ToDo this
      Attach a knowledge article to the case
      1. Click Attach next to the knowledge article you want to attach to the case.
      2. If you opened the knowledge article, click Attach to Case in the pop-up window.

        The knowledge article is displayed in Activities as a work note and is visible only to customer service agents. A link to the article is also entered in the Additional comments field.

      3. To make the article visible to customers, click Post.
      Note:
      You cannot attach Communities content to the Case form.
      Mark the content as helpful for resolving the associated case Click This helped in the pop-up window.
      Scroll to previous or next result Use the arrow keys to scroll up to the previous or down to the next result.
    5. Perform one of the following actions.
      • If you opened a case, click Submit.
      • If you updated an existing case, click Update.