– An answer to a common question or problem
– Enables Customer Support users get up to speed quickly
– Enables Support teams to answer questions quickly and consistently
– Customers search for and browse published Solutions to selfassist
– Content-Rich Solutions are an enhancement to the Solution Object which allows solution writers to integrate rich text and
images into their solutions to completely solve a problem
– Enables Customer Support users get up to speed quickly
– Enables Support teams to answer questions quickly and consistently
– Customers search for and browse published Solutions to selfassist
– Content-Rich Solutions are an enhancement to the Solution Object which allows solution writers to integrate rich text and
images into their solutions to completely solve a problem
What is a Category?
– Mechanism to organize Solutions
– Solutions may be associated to one or more Categories
– Categories make up a Solution Category tree structure
– Mechanism to organize Solutions
– Solutions may be associated to one or more Categories
– Categories make up a Solution Category tree structure
What are Suggested Solutions?
– The suggested solutions feature displays up to ten relevant solutions that may help users and customers solve a particular case from the case detail page and the Self-Service portal.
• Suggested Solutions can be enabled for the following:
Cases tab
Self Service Portal
Case auto-response rules and emails
– The suggested solutions feature displays up to ten relevant solutions that may help users and customers solve a particular case from the case detail page and the Self-Service portal.
• Suggested Solutions can be enabled for the following:
Cases tab
Self Service Portal
Case auto-response rules and emails
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