Use the
External tab of the
Related Item
Navigation Solution Search tab in the
CSM Browser Client
to retrieve information from a website that can provide a solution to an issue
without leaving the current record.
To run an external solution
search:
- In
CSM Browser Client,
open an existing record.
- Select the
Solution Search tab in the
Related Items pane. If you do not see this tab
or you see a message within the tab to contact your system administrator, it
has not yet been configured for use.
- Select the
External tab. This tab displays information
retrieved from a website that the user enters.
- Enter the URL for the website that will be used as a solution in
the
Search field.
- Select
Import to retrieve information.
The
External tab displays information about the
website.
- Select an option in the vertical ellipsis
Action Menu.
To see any additional fields configured for view, select the link
for the search result. All of the fields configured for view will display.
To perform an Action, select an option in the vertical ellipsis
Action Menu.
Depending on your specific configuration, any of the following
Actions may be available in the vertical ellipsis
Action Menu.
| Open in New
Window
|
Select to open the knowledge source in
a new window in the browser.
|
| Copy Link
|
Select to copy the knowledge source
link to the clipboard.
|
| Share with
Customer
|
Select to open an email to the customer
with fields populated based on the knowledge source. If the
Communication tab in the
Related Item Navigator is
configured, the email will open in the
Communication tab. See
Use Communication in
Related Items Pane.
Otherwise, the
E-mail window opens.
|
| Remove Linked
Article
|
Select to remove the knowledge source from the
External tab.
|
| Run (One-Step
Action)
|
Select to run the
One-Step Action
that has been configured for the solution. See
Solution Search Properties.
Note: This option is only available if the knowledge source
is being used as a solution.
|