CRM Software Help Desk | Solutions

A solution is a detailed description of how a customer issue was resolved. Keeping track of resolved issues contributes to a valuable solution knowledge base. A customer may raise an issue that has been previously resolved. A search of the knowledge base will result in a quick solution for the customer's issue.

Use the Solutions tab page to create, update and manage your solutions. The Featured Solutions section and uses the options in the Show drop down box to display a summary of solutions based on a variety of criteria. The Manage Solutions section contains tools to help you create and manage your organizations solutions.

Viewing Solutions

From the Show drop down box you can generate a summary of solutions based on various criteria. Simply select one of the options from the drop down box. A summary of all solutions matching your selection will be displayed in a few seconds. To view a listed solution in detail click the View link located to the left of the solution.

See Also: Sorting Reports and Views

Custom Solution Views

See: Creating Custom Views

Manage Solutions

The Manage Solutions section contains one subsection:

Generate Reports contains a variety of reports you can generate.

See Also:
Generating Solution Reports

Creating a New Solution

Click the Solutions tab to go to the Solutions tab page.
Click the Add Solution button located toward the upper right region of the page. This will bring you to the New Solution form.
Fill in the form using the Solution Information and Description Information sections of the form. Fields highlighted in red and marked with an asterisk are required fields. All other fields may be left blank if you wish.

NOTE: Select the Published checkbox if you want to have the solution published to other users.

Save the solution by clicking the Save or Save & New button.

See also:
Editing and Deleting a Solution
Saving a Solution

Saving a Solution

When you have created a new solution or have made changes to an existing solution you will be able to save the solution information using either of the following two methods:

i. Select the Save & New button to save your new solution. You will then be presented with a blank form on which you can create another new solution.

ii. Select the Save button to save your new solution. This will bring you to a summary page for your new solution. From this page you can Edit, Delete and Print your solution information.

Sending Notification

When creating a new solution you can send notification to any number of users within your organization. This is especially useful when assigning a solution to another user. You can notify the user that the solution has been assigned to them. Upon receiving notification, the user can then view the solution from their Solutions tab page. Follow these steps to send notification:

In the Sending Notification To section, use the Add ( ) and Remove ( ) buttons to add or remove users from the Notified Users list.
Type your notification message in the Notification Message text box.
Click the Send button to send notification to the selected users.

Editing and Deleting a Solution

When the solutions are listed on the Solutions tab page or in a search or generated report, click the View link to view the solution in detail. You can then Edit or Delete the solution.

Edit: Click the Edit button to change the information for the solution. Be sure to fill in all required fields. These are highlighted in red and marked with an asterisk. To save your changes click the Save or Save & New button.

Delete: Click the Delete button. You will be prompted to verify that you want to delete the solution. Click OK to delete the solution. Click Cancel to cancel the deletion.

See Also: Saving a Solution

Running Reports

The Generate Reports section contains a number of reports you can run. These reports have predefined search criteria. All you have to do is select a listed report to run it. Other solution reports are listed on the Reports tab. Click the All Reports button in the Generate Reports section or click the Reports tab at the top of the page.