1. Using Knowledge Management
  2. Add Knowledge to Service Requests

Add Knowledge to Service Requests

There are a few ways to use knowledge to help resolve an SR. You can add text from the article, or add a link to the article.

You can add a link directly from the knowledge pane, from the article details window, or by using the insert knowledge option when you compose an SR message.

Link Articles to SRs

Link an article to an SR to help resolve an issue. Linking articles to SRs helps agents quickly find the right answers to resolve similar issues in the future.

  1. Select the article that you want to link and click the Link article to service request icon.

  2. Save the SR to complete the link. The link will not be active until you save the SR.

View Linked Articles

View the articles linked to an SR to see if they are relevant to the issue you are working on. Click the Delete icon to remove a linked article.

  1. Click the Linked Articles tab in the SR.

    The linked articles window displays all articles linked to the SR.

Send Articles to Customer

You can send articles to customers by adding them as text or links in the SR. You can add them from the knowledge pane or from the article details window.

  1. Open an SR and click the slider to open the knowledge pane.

  2. Locate the article that you want to add to the SR. You can click the article to view the contents.

  3. Click the Insert as Text icon if you want to insert the article as text in a response message.

    Click the Insert as Link icon if you want to insert the article link in a response message.

  4. Select a channel type and edit the message as desired.

  5. Click Send, or click Save to Draft.

Add Article Links to SR Messages

You can send articles to customers by inserting the article links into the SR message. You can only insert articles that are linked to the SR.

  1. Open an SR in edit mode and click the Messages tab.

  2. Select the message type that you want to send from the Compose drop down list.

    The message pane opens.

  3. Click Insert Knowledge.

    The Insert Knowledge page opens and the articles that are linked to the SR appear.

  4. Select the article that you want to insert, click the Insert as Text icon or the Insert as Link icon, and then click Done.

    The article is inserted as text or link in the SR message depending on what you selected.

  5. If you inserted the article as text, you can edit the article's text as desired.

  6. Click Send, or Save to Draft.

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