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Solve Cases
Find an article or solution that answers the customer’s question.
Required Editions
| View supported editions. |
| User Permissions Needed | |
|---|---|
| To solve cases: | Edit on cases AND Read on solutions |
- View the case.
- Find an article or find a solution that answers the case's question.
- Attach the article or solution to the case by clicking Select next to a reviewed solution in the list of solutions. Or, click the title of an unreviewed solution and choose Select on the solution detail page.
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Email the solution or article to the contact by clicking Send
Email in the Activity History related list.
- Click Select Template and choose a template. You or your administrator can create email templates that automatically include the case description, solution detail, solution attachments, and other fields.
- Fill in the email fields.
- Click Send.
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Close the case.
The emailed solution or article is logged as an activity in the Activity History related list.
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