Use Knowledge with Service Requests

You can use Knowledge to help solve service requests by finding articles that are relevant to the service issue, linking those articles to the request, and sending the helpful information to the customer.

When you open the Knowledge pane in a service request, you immediately get recommended articles based on the request's title, products, and categories. If the recommended articles don't resolve the issue, you can search for more articles until you find the content that you need.

You can keep a list of favorite articles, rate articles to show which ones are valuable and which ones need to be improved. You can also recommend new articles or updates to existing articles to continually improve knowledge base quality.

Access Knowledge in a Service Request

To access knowledge in a service request, open the Knowledge pane. The Recommended Answers tab shows you articles that are relevant to service request title and any additional product and category information. From here you can read articles, search for more articles, add knowledge to the service request, and manage your favorite articles list.

Search for Articles in a Service Request

If you don't see the article you need in Recommended Answers, you can search for more articles by entering new search terms, additional products and categories, and even multiple languages, if they are supported by your organization.

Be sure that you have set your preferred knowledge locale so that you get the best search results.

1. Select the search tab, and enter a search term.

2. Select a locale if you want to see results in a language other than your preferred knowledge locale.

3. Click the search icon.

4. Filter the search results by the request's categories or products if you need to.