Build a powerful knowledge base automatically as you resolve cases. Empower teams with instant answers, reduce support volume, and deliver consistent solutions across your organization.
Years of CRM Innovation
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Knowledge Access
Every day, support teams solve the same problems repeatedly. Agents spend valuable time searching through emails, asking colleagues, or troubleshooting from scratch because solutions aren't documented or easily accessible. This creates a cycle of inefficiency that costs businesses time, money, and customer satisfaction.
Support agents waste hours rediscovering solutions to known problems
New team members struggle without documented processes and answers
Inconsistent responses damage customer trust and brand reputation
Support volume remains high because customers can't find answers themselves
Institutional knowledge disappears when experienced agents leave
Management lacks visibility into recurring issues and knowledge gaps
Salesboom's Solutions Management CRM transforms this reactive chaos into a structured, knowledge-driven support operation where every resolved case strengthens your entire organization.
The Solutions module in Salesboom CRM is a comprehensive knowledge management system that captures, organizes, and distributes support knowledge across your entire organization. It serves as both an internal knowledge repository for your team and a customer-facing knowledge base for self-service support.
Step-by-step troubleshooting instructions for technical problems
Fixes for recurring technical issues with proven resolutions
Answers to frequently asked questions organized by topic
Internal notes and best practices for support teams
Knowledge base articles accessible to customers 24/7
Screenshots, diagrams, and visual aids for clarity
Work in progress, not yet ready for team use
Verified and approved for internal distribution
Active and available for support agents
Customer-facing articles accessible through self-service portal
This flexible system ensures quality control while making knowledge immediately actionable for those who need it.
Creating Solutions in Salesboom is designed for speed and consistency, ensuring your team can document knowledge without disrupting their workflow.
Every Solution captures essential information through a structured format that ensures consistency and searchability:
Clear, descriptive titles that summarize the problem or fix, such as "How to reset password," "Printer not connecting to Wi-Fi -- Fix," or "Error 503: Server temporarily unavailable." Well-written titles improve search results and help agents find answers instantly.
Control the lifecycle of each Solution with status tracking. Mark Solutions as Draft while developing content, Reviewed after quality checks, or flag Duplicates to maintain a clean knowledge base.
Decide who can access each Solution with granular publishing options. Keep sensitive troubleshooting steps internal-only for your support team, or publish customer-friendly articles to your public knowledge base.
Administrators can enhance Solutions with custom fields that improve categorization and searchability:
These custom fields transform your knowledge base into a powerful search engine where agents find exactly what they need in seconds, not minutes.
The true power of Solutions emerges when they're integrated into your daily support workflow. Salesboom creates a seamless connection between active cases and your growing knowledge base.
Support agents can attach Solutions to cases directly from the Cases module using intelligent search functionality. As agents work on cases, they can:
This bidirectional relationship creates a living, breathing knowledge ecosystem where cases and Solutions inform each other continuously.
The most powerful knowledge capture happens naturally during case resolution. When an agent solves a challenging problem, they can instantly convert that case into a Solution with a single click.
The system intelligently pre-populates the Solution with:
This automated capture ensures no valuable knowledge escapes your organization. Every problem solved becomes institutional knowledge for future cases.
A knowledge base is only valuable if people can find what they need instantly. Salesboom delivers powerful search capabilities that surface the right answers at the right time.
Search across Solution titles, descriptions, content, tags, and custom fields with intelligent relevance ranking that surfaces the most useful results first.
Filter Solutions by status, category, product, severity, date created, author, or any custom field to narrow down results quickly and precisely.
Browse Solutions by tags and categories using an intuitive interface that makes exploratory discovery as powerful as targeted search.
Quick access to Solutions you've viewed or applied recently, recognizing that support agents often work on similar cases in clusters.
Automatically surface the most frequently used Solutions, helping new agents learn which answers solve the most common problems.
Discover related Solutions automatically based on tags, categories, and usage patterns, helping agents find comprehensive answers to complex issues.
Transform your knowledge base into a 24/7 support channel that deflects routine inquiries, reduces support costs, and improves customer satisfaction by putting answers directly in customers' hands.
Solutions marked as "Public Knowledge Base" automatically appear in your customer-facing portal, providing instant access to answers without requiring support tickets.
Responsive design ensures customers can access your knowledge base from any device—desktop, tablet, or smartphone—with full functionality and readability.
Natural language search understands how customers phrase questions, delivering relevant Solutions even when search terms don't exactly match technical documentation.
Track which Solutions customers view most frequently, where they struggle to find answers, and which topics generate the most searches to continuously improve your knowledge base.
Let customers rate Solution helpfulness with thumbs up/down feedback, identifying content that needs improvement or expansion.
When customers can't find answers, they can submit cases directly from the knowledge base, providing valuable feedback about knowledge gaps that need filling.
Salesboom provides comprehensive analytics that prove the ROI of your knowledge management investment and identify opportunities for continuous improvement.
Track how many cases are prevented by customers finding answers in your knowledge base, quantifying support cost savings and customer satisfaction improvements.
Identify which Solutions resolve the most cases and save the most time, helping you prioritize knowledge base expansion in high-impact areas.
Discover which topics generate frequent searches but have no Solutions, revealing critical gaps in your knowledge base that need content creation.
Monitor which agents actively use Solutions and which might benefit from additional training, ensuring your entire team leverages the knowledge base effectively.
Track Solution age and last update dates to identify outdated content that needs review, ensuring your knowledge base remains accurate and relevant.
Calculate total time saved by reusing Solutions versus solving problems from scratch, demonstrating clear financial returns on knowledge management investment.
Solutions Management isn't a standalone module—it's deeply integrated with every aspect of Salesboom CRM, creating a unified knowledge ecosystem that spans your entire organization.
The bidirectional relationship between Cases and Solutions creates powerful workflows:
Solutions published to your knowledge base appear automatically in the customer portal with:
Full Solutions access through Salesboom's native mobile applications enables:
While many CRM systems offer basic knowledge base functionality, Salesboom's Solutions Management delivers distinctive advantages that set it apart.
Solutions exist within the same platform as your cases, customers, sales, and marketing data—no separate system requiring additional licenses or integrations. Perfect data consistency, single sign-on simplicity, and lower total cost of ownership.
Fine-grained control over who sees what information—the same Solution can serve internal teams with detailed technical information while presenting customer-friendly versions to your public knowledge base.
The bidirectional relationship between Cases and Solutions creates automatic tracking that reveals how knowledge is used and which content delivers the most value—intelligence not available in standalone systems.
Full Solutions access through native mobile applications means field service teams, remote workers, and customers using smartphones all have complete knowledge base functionality with responsive design.
Salesboom's in-house development team continuously enhances Solutions Management with new capabilities, AI-powered features, and integration improvements—delivered through regular updates at no additional cost.
With 22+ years of CRM innovation and 3,500+ businesses across 159 countries trusting Salesboom, the Solutions Management system is battle-tested at enterprise scale without performance degradation.
Solutions often contain proprietary troubleshooting techniques, internal processes, and sensitive business information. Salesboom provides enterprise-grade security controls to protect this valuable intellectual property.
Define precisely who can view, create, edit, and publish Solutions based on their role within your organization. Restrict sensitive technical documentation to senior support staff while allowing all agents to access customer-facing content.
Complete audit logs track every change to Solutions including who made modifications, what specifically changed, when the update occurred, and why. This accountability ensures compliance and enables rollback to previous versions.
Require Solutions to pass through review and approval processes before becoming visible to customers. Senior agents or managers can verify accuracy, ensure appropriate tone, and confirm compliance with brand standards before content goes live.
Customer-facing knowledge base access integrates with authenticated portal logins, ensuring only legitimate customers view your support content. This prevents competitors from accessing your troubleshooting techniques and protects proprietary information.
Stop solving the same problems repeatedly. Build a knowledge-driven support operation that resolves cases faster, empowers customers with self-service, and scales effortlessly with your growth.
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