Question

The support manager at Cloud Kicks wants agents working in the Service Console to be able to search for and read published Knowledge articles directly from the case record they are working, without navigating away to a separate tab. Agents also need to be able to see suggested articles based on the case subject. What should the administrator do to enable this?

Accepted Answer

Add the Knowledge component to the case Lightning record page and enable Lightning Knowledge for the org.

Answer

Create a report on the Knowledge object and add it to the case page layout.

Answer

Add a case team to each case so that Knowledge authors are automatically included.

Answer

Enable Web-to-Case so that article suggestions appear when new cases are created.