Which capabilities are available in the Case Feed?

The capability to find and attach knowledge articles to cases or emails is a significant feature of the Case Feed. This functionality enhances the ability of service agents to resolve customer inquiries effectively and efficiently. By integrating knowledge articles directly into the support workflow, agents can easily access relevant information and resources without having to navigate away from the case they are handling.

Knowledge articles provide valuable context and instructions that can help agents address the customer's issue more promptly. This direct integration of knowledge management into the Case Feed helps streamline the support process and ensures that customers receive accurate and timely resolutions to their problems.

The other options, while beneficial in their own right, do not directly align with the specific functionalities of the Case Feed. For instance, adding custom tasks, setting alerts, and automating case assignments involve different aspects of case management and often relate to broader service process optimizations rather than being specific features of the Case Feed itself. Thus, the ability to attach knowledge articles stands out as a core capability directly associated with the Case Feed, emphasizing the importance of knowledge transfer in customer service operations.