Link Articles to Service Requests

While working on service requests, as the customer service representative, you can also link an article to a service request, which can be helpful to the customers in resolving their issues.

Here's how Devon links an article to a service request:

1. From the Springboard, select Service > Service Center.
2. On the My Open Service Requests page, search for a service request.
3. Click the reference number of the service request you want to view.

4. In the search field, search for the required knowledge article, by typing "Search Knowledge <article_name>".

   For example, "Search Knowledge How do I change the delivery date for the laptop I have ordered?"

   The search results open in a new browser window.

5. In the search results, click the link icon in the row containing the required article, to link the article to the service request.

   This links the article to the service request.

To verify that the article is linked to the service request:

1. From the Springboard, select Service > Service Center.
2. On the My Open Service Requests page, search for the required service request.
3. In the search results, click the reference number for the service request you want to view.

4. Click in the search field and select Show Linked Content.

   This lists all the articles linked with this service request.