Attaching Toolkit Knowledge Articles

Knowledge articles that aid in the resolution of an incident, either by providing specific instructions or information that leads to a solution, must be attached to the ticket. This procedure improves the customer experience by doing the following:

Giving customers a quick way to communicate solutions - Article content is appended to the Work Notes field, allowing relevant information to be copied and sent to the customer as needed.

Allowing for the reporting of common customer issues – are attached  Knowing what information customers require most allows attention to be directed toward those areas, whether through software improvements, increased training, communication plans, or other means. This enhances the customer experience and reduces unnecessary calls.

Providing a guide to publicly available content - Articles that are frequently used can be reviewed for possible inclusion in the public knowledge base, where they can be accessed 24 hours a day.

Navigate to the knowledge article.

Please keep in mind that when searching from an Incident, the entire Short Description is used as the search term. If the search does not yield useful results, refine the search terms and try again. This may have to be repeated several times to ensure that the knowledge base has been thoroughly searched.

Click the Attach to Incident button.

Please keep in mind that the text of the knowledge article is copied into the Work Notes field. If you want the customer to see the relevant parts of the knowledge article, copy/paste text from the Work Notes into the Additional Comments field.