Copying text from a Knowledgebase page to a case

You can copy text from a Knowledgebase page and paste it 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
  1. In the Knowledgebase, navigate to the page from which you want to copy text.
  2. Highlight the text.
  3. Click the Copy Text button in the toolbar and select the case from the list. If you do not have any case tabs opened for active cases, the list reads No Active Cases.
  4. Specify this information:
    Copy As Note
    You can edit the text if necessary.
    Make Resolution
    You can select this setting if the note is the resolution to the case.
  5. Click Add. The text is added to the case as a note.