Question

A support manager wants agents working in the Service Console to quickly find relevant Knowledge articles while viewing a case and attach the article that resolved the issue directly to that case. Which action must the administrator take to enable this capability?

Accepted Answer

Add the Knowledge component (Knowledge sidebar) to the case Lightning record page so agents can search and attach articles from within the case.

Answer

Create an auto-response rule that emails the most-viewed Knowledge article to the case contact automatically.

Answer

Enable Web-to-Case so customers can search Knowledge before submitting a case.

Answer

Configure an entitlement process with a milestone that links articles to the case when the SLA is met.