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Associating Answers with Service Request Inquires (End User)

You associate an existing answer with a service request so that users who access that service request can see that this answer from Oracle Knowledge applies to the service request inquiry.

An answer that you associate with a service request appears in the Linked Answers pane of the Find Answers view. When you access the service request again, this answer appears in the Linked Answers view for the service request.

This task is a step in Process of Managing Answers.

To associate an answer with a service request inquiry

1. Navigate to the Service screen, then the Service Request List view.
2. Drill down on the SR number (#) field for a selected service request, and click the Find Answers view tab.

   The Search Results list shows the answers in Oracle Knowledge that might apply to the service request inquiry.

3. Select the check box for the answer.
4. Click Link.

   A link to the answer appears in the Linked Answers pane.

5. If you want to delete this association, then complete the following steps:
   1. In the Linked Answers pane, select the check box for the answer.
   2. Click Unlink.

      The link to the answer no longer appears in the Linked Answers pane.