You need to sign in to do that
Don't have an account?
Vamsi
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...!!!
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...!!!
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
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
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
The above solution link expired. Could you please let me know how was this fixed?
Regards
Shreyas