Recording Case Solutions

Updated 3 years ago by Celina Kwan

While resolving a Customer Service case, you can keep track of the solution to the case in the knowledge base.

  1. Right-click a Customer Service case and select Resolve.


Select the Resolve icon in the Details following pane.

  1. Choose from the following options:

  • Create a draft knowledge base article from solution notes and link it to this case – Select this option if the case was resolved without the assistance of an existing knowledge base article. Type a concise, detailed explanation of how the case was resolved in the Solution notes text box. If the status is set to Abandoned, this option is unavailable.
  • Solution involves information from an existing knowledge base article – Select this option if an existing knowledge base article resolved the case. Enter the knowledge base article number.
  1. Click OK to save.

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