Which integration points are possible between cases and Knowledge?

The integration point between cases and Knowledge that is most relevant is the ability to search Knowledge using case information. This functionality allows users to leverage the context and specifics of a case to find relevant Knowledge articles, thereby streamlining the support process and improving overall efficiency. When agents handle cases, they can quickly access the knowledge base to find solutions and provide immediate answers to customers, thus enhancing the service experience.

Using case information to search Knowledge not only saves time but also ensures that the agents deliver consistent and accurate information that is relevant to the specific issues being addressed in the cases. The integration of Knowledge with case management in this manner ultimately leads to better case resolution and customer satisfaction.

While options like emailing articles in PDF format or adding comments to an article may enhance training or documentation, they do not directly illustrate the integration functionalities between case management and Knowledge in Salesforce Service Cloud as effectively as the search capability. Converting a case attachment to an article may be a useful feature, but it is not a direct integration point like the ability to search Knowledge directly from case details.