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Incorporate knowledge articles into your service process to make information instantly available to the requestor, effectively encouraging self-service.
These articles are a proactive self-service tool integrated directly into the submission experience. As a service process designer, you select relevant articles from a knowledge base to suggest to the requestor, offering an easier alternative to logging a new Service Request or Case. This availability of knowledge encourages the requestor to resolve their own issue rather than requiring agent involvement for a routine task. See Enable Salesforce Knowledge in Financial Services Client Portal.
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