EBSuite CRM Blog

In EBSuite, you can attach multiple Knowledge/Solution articles to a case. By doing this you can send KB articles to clients, and also allow them to view KB solutions that’s related to their cases in the support portal.

But before our latest patch update, you always had to navigate to [ Case Detail ] -> Resolution page to attach / detach KB articles, which is a separate page away from the [ case detail ] main page, where most of the case processing happens. Our latest patch update allow you to do everything from the main page.

• Use our page layout tool, in Account -> Setup -> Case -> Setup Page Layout -> Cases
• Select (Company Wide) Detail (Edit Mode) – Main Section
• Add the field “Widget: Related KB”
  
• Submit, and navigate to a case detail. You will see the new widget:
  
  As you type in the “Find & Attach KB” box, search result will appear. You can attach, detach, all using AJAX in page operation without leaving this case page.
• We also enhanced our search algorithm here, that the KB articles that are linked to the most cases, the ‘Popular’ ones, are listed before the not so popular articles in your search result.