---
Title: "How Does Enterprise Search Help Resolve Support Cases?"
Url: "https://computer.io/answers/how-does-enterprise-search-help-resolve-support-cases"
Topic: "Enterprise search"
Description: "Enterprise search speeds case resolution by finding similar cases, fixes, internal docs, known bugs and experts, and by grounding AI answers."
---

# How does an enterprise search engine assist in case resolution?

An enterprise search engine speeds case resolution by finding similar past cases and their fixes, relevant internal docs and runbooks, known bugs and their status, and the experts who solved related issues, across every tool at once. With AI, it can summarize the likely cause and draft a response with citations for the agent to verify.

## What agents find faster

| Need | Found in |
|---|---|
| Similar past cases | Help desk |
| Known bugs and fix dates | Engineering tracker |
| Runbooks | Wiki, docs |
| Customer setup | CRM, product data |
| Expert | Authors of past fixes, chat threads |

## Integrating with support databases

Connect the help desk, knowledge base and engineering tracker first. Make sure search respects customer data permissions.

## FAQ

### Can enterprise search integrate with customer support databases?

Yes, through connectors to help desks, knowledge bases and CRMs.

### Does enterprise search replace a knowledge base?

No. It makes the knowledge base and other sources easier to use together.

### How does AI improve case resolution search?

It understands the case description, finds relevant material by meaning, and summarizes it.

## Related terms

- [Enterprise search](https://computer.io/glossary/enterprise-search)
- [What should you check before troubleshooting with a customer?](https://computer.io/answers/what-to-check-before-troubleshooting-with-a-customer)

## How Computer helps

- [Enterprise search and answers](https://devrev.ai/enterprise-search-and-answers)
- [Customer agent](https://devrev.ai/solutions/customer-agent)

## Compare

- [Devrev vs glean](https://devrev.ai/compare/devrev-vs-glean)

## Further reading

- [What is enterprise search](https://devrev.ai/blog/what-is-enterprise-search)
- [Trusted answers](https://devrev.ai/blog/trusted-answers)