Attach knowledge articles to an HR case

Attach one or more knowledge articles to an HR case to help process that record. For example, you can attach an article about the company dress code policy when an HR case is submitted that asks about wearing shorts to work.

Antes de Iniciar

Role required: hr_basic or hr_case_writer

Procedimento

1. Navigate to All > HR Case Management > All HR Cases, and open one of the modules, such as Assigned to me or Open.
2. Open an HR case.
3. Click Related Search Results.
   
   The following options are displayed in a list:

   • Knowledge Articles: Based on the short description of the HR case and the user criteria that is associated with the knowledge base, relevant knowledge articles are displayed in two tabs: My Results displays a list of articles you can access. [employee name] Results displays a list of articles that the Opened for employee can access.
   • Similar Knowledge Articles: Based on the short description of the HR case, user criteria associated with the knowledge base, auto-training of the Similar Knowledge Articles for HR Case (ml_sn_sn_hr_core_global_case_to_articles) solution definition, similar knowledge articles are displayed in the My Results tab.

     The Similar Knowledge Articles option narrows down and displays the most relevant knowledge articles to resolve the HR case. This option is displayed only when the Predictive Intelligence for Contextual Search plugin is activated along with Human Resources Scoped App: Core plugin.

4. Review the list of suggested knowledge articles.

   Action	Description
   Preview the article	Click the article title. After reviewing the article in the pop-up window, click Attach to HR Case if it is relevant, or click (X) to close the article.
   Attach the article without previewing it	Click Attach next to the article. Nota: When you attach an article, its text is copied to Additional comments. After you save the case, it also appears in the Attached Knowledge related list.

   
5. Click Save.
   You can remove an attachment by going to the Attached Knowledge tab and clicking Edit... button. From the list displayed, you can select the knowledge article to remove and click <. Click Save to complete the process.