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VamsiVamsi 

how can we stop directing the user to knowledge articles upon new case creation

Hi,

I am having issue with group of users. when they create a new case they are being redirected to knowledge articles, but they dont have knowledge user licence.

Any thoughts would be highly appreciated...!!!
Best Answer chosen by Vamsi
SandhyaSandhya (Salesforce Developers) 
Hi Vamshi,

If "Enable Suggested Articles" is enabled and there are knowledge articles that match with the subject of the case, the case page redirects to Knowledge Search page when saving a new case.

Please refer below article for the solution if its same with your case.

http://help.salesforce.com/HTViewSolution?id=000205846&language=en_US


Hope this helps you!

Thanks and Regards
Sandhya

 

All Answers

SandhyaSandhya (Salesforce Developers) 
Hi Vamshi,

If "Enable Suggested Articles" is enabled and there are knowledge articles that match with the subject of the case, the case page redirects to Knowledge Search page when saving a new case.

Please refer below article for the solution if its same with your case.

http://help.salesforce.com/HTViewSolution?id=000205846&language=en_US


Hope this helps you!

Thanks and Regards
Sandhya

 
This was selected as the best answer
VamsiVamsi
Thank you Sandhya. 

So are there any chances to restrict this only for particular set of profiles. Because on case we have several record types and we want to redirect the user to knowledge articles tab only for customer support cases