What is a solution?
A solution is a detailed description of a customer issue coupled with repeatable steps to resolve the issue.
Why use solutions?
Solutions can streamline the communication of common case resolutions, improving support agent productivity and response time to customers.
ABC Software Company sells an application for Windows and Mac computers. Version 5.11 for PC was released last month. A bug was discovered in this release, where the file menu occasionally does not display correctly.
The support staff are aware of the bug, and the development team have since released Version 5.12 which fixes the bug. However, the customer service team regularly responds to customer inquiries about the file menu.
To streamline the communication process to customers experiencing this issue, a solution has been created outlining the steps for resolution:
When a customer service rep works a case, they can find and attach relevant solutions to the case:
The solutions attached to the case can be referenced via email templates and sent to the customer:
This allows your support agents to quickly and effectively communicate potential solutions to the case submitter:
When closing cases, users can submit new solutions for review.
Solutions do not use sharing rules. Instead, object-level security (as determined by the user’s profile and permission sets) and the “Manage Published Solutions” privilege (see below) determine what access the user has to solutions.
Each solution status can be optionally marked as “Reviewed”. To edit/delete solutions in a “Reviewed” status, the user must have the “Manage Published Solutions” privilege.
Other Solution Features
Create a solution category tree (navigate to Setup –> Customize –> Solutions –> Solution Categories):
Solutions can be associated with multiple categories:
Users can browse solutions and search for solutions by categories.
Once enabled, HTML solutions cannot be disabled. This will allow your organization to use rich text fields (formatting, images, etc.) within solutions.
Public & Portal Solutions
Solutions can be published to your company website via iframe (Setup -> Self-Service –> Public Solutions), or exposed through self-service or customer portals.
When enabled, solutions can be translated into multiple languages.