With the Problem Management Best Practice – Madrid plugin activated, customer service agents can view the following information in the case work notes:
When the state of a related problem is updated, the text of the work note includes a link to the problem.
When Communicate Workaround is clicked from the related problem, the workaround text is copied to the case work notes.
When Communicate Fix is clicked from the related problem, the fix text is copied to the case work notes.
When the problem is resolved or closed with a specific resolution code:
State is Closed and Resolution Code is Cancelled, the Cancelled Reason text is copied to the case work notes.
State is Closed and Resolution Code is Risk Accepted, the Cause notes, Risk accepted reason, and Fix notes are copied to the case work notes.
State is Resolved and Resolution Code is Fix Applied, the Cause notes and Fix notes are copied to the case work notes.
State is Closed and Resolution Code is Fix Applied, the Cause notes and Fix notes are copied to the case work notes.
With the Problem Management Best Practice - Madrid -
If You Start a Business and your Knowledge Integration plugin activated, the customer service agent can view information in the case work notes when a Known Error Article is created for or associated to a related problem. The work note includes a link to the article.
