Recording Case Solutions
While resolving a Customer Service case, you can keep track of the solution to the case in the knowledge base.
- Right-click a Customer Service case and select Resolve.
Select the Resolve icon in the Details following pane.
- 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.
- Click OK to save.