Attach a Knowledge article

Attach a Knowledge article to an incident to solve issues quickly by going through the in-depth troubleshooting steps and other detailed information in the article.

Avant de commencer

Role required: none

Pourquoi et quand exécuter cette tâche

Procédure

1. Navigate to All > Incident > All.
2. Edit an active incident record.
3. Select Related Search Results.
   Search results display in the Related Search Results pane.
4. Facultatif : To display only Knowledge article search results, open the source selector and select Knowledge Articles.
5. Select Attach in the search result for the Knowledge article that you want to attach to the incident record.
   A note about the Knowledge article is copied or appended to the Additional comments (Customer visible) field on the incident record. To set a different destination field on the incident record, see Specify field for attached Knowledge article links.

   Remarque :

   Attachments from the selected Knowledge article aren't attached to the incident record.
6. To add the note to the activity stream, select Post.
   Alternately, you can select and hold (or right-click) the form header, then select Save.

Résultats

Details of the selected Knowledge article appear in the designated field.

• Specify field for attached Knowledge article links
  Specify which field to add a note to when you attach a Knowledge article to a record.