I am trying to explore a way that when an agent closes a case with the answer to a customer that it will then suggest to the agent a list of available knowledge articles to attach when closing that can then be attached.
Whilst we already have the bank of articles, we are trying to make it easier for them ( and remind them ) that kb articles can save them and the customers time.
I know they can search articles and then attach, but I am trying to do it in a way that if they forget or decide not to search for an article that the prompt at the end would be along the lines of....
'Was this the answer you were looking for? attach and send to customer?'
Agent could then choose to add, or say the article was not helpful/relevant so the team who look at kb articles can create better metatags.
Hi,
Use automation to define the criteria for when you want to add a Knowledge article to a Case. This could be based on the Case's status, subject, or any other relevant fields.
https://trailhead.salesforce.com/trailblazer-community/feed/0D54S00000JxqFPSAZ
