Copying text and links from a Knowledgebase page to a case

You can copy text and links from a knowledgebase page and paste them into a case. This is useful in these conditions:
  • When you want to preserve a record of the knowledgebase information that you provided the employee.
  • When you want to provide the information as a record of case resolution.

A link that is copied is added to the case as an attachment.

  1. Select Queue.
    If you're a manager, you can access cases by selecting Cases > All.
  2. On the Assigned To Me, All, or Unassigned tab, select and open a case.
  3. On the Case Details tab, click Knowledgebase.
  4. Highlight the text that you want to copy.
  5. Click Copy Content.
  6. Specify this information:
    Copy As Note
    The text that you copied populates this field. You can edit the text.
    Make Resolution
    This field is not available to managers or field representatives. You can select this setting if the note is the resolution to the case.