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Solution Management

The document outlines the features and functionalities of the Solutions module, including categorization, keyword suggestions, user group availability, review and expiry dates, and user feedback options. It also explains how to delete a solution by setting an expiry date and how to hide solutions from end users. Additionally, it details where solutions are suggested to end users and technicians, and the modules through which solutions can be added.

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vithyavairamani
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7 views2 pages

Solution Management

The document outlines the features and functionalities of the Solutions module, including categorization, keyword suggestions, user group availability, review and expiry dates, and user feedback options. It also explains how to delete a solution by setting an expiry date and how to hide solutions from end users. Additionally, it details where solutions are suggested to end users and technicians, and the modules through which solutions can be added.

Uploaded by

vithyavairamani
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as TXT, PDF, TXT or read online on Scribd
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SOLUTION MANAGEMENT

55) What are the primary features that I would highlight when explaining about the
creation of a solution and why?

What are the primary features I would explain when talking about Solutions module -

--> We can create Solutions for specific topics for easy categorization.

--> Keywords can be added to the Solutions that help the users before they submit a
ticket. Based on Keywords used in emails, we can also auto-suggest solutions via
notification.

--> Make a Solution available for users based on user groups.

--> We can configure review dates to make any perodic updates to the steps in the
solution. Expiry date can be set and once expired, we can either mark the solution
as unapproved or expired as well. Notifications can be sent before the review or
expiry dates. Number of days before notification is configurable.

--> We can allow users to comment on the solutions and also to rate the solutions
based on which the technicians can identify if the solition really works for the
issues reported.

56) I would like to delete a solution as it is no longer going to be useful, how


can I do that?

Expiry Date: Select an expiry date by which the solution must be deleted from the
knowledge base.

--> Providing an expiry date to a solution will automatically delete it.

--> Can delete it from the Solution List View or from the details view.

57) I do not want my solutions to be published to the end users yet. How can I do
this with a simple option selection?

Admin > Advanced Portal Settings > Requester > "Hide Solutions" - Enabling this
option will not publish the solutions to the end users.

58) where all do the solutions reflect/gets suggested in an end user login and for
technicians?

End users - On creating a new request, if the below option is enabled under the
Advanced Portal Settings, then the solutions with the respective keywords will be
suggested while entering the subject and also while submitting the request form.

Technician - Can view them under the Solutions Module.

59) what are the fields that are considered by the application to suggest an
appropriate solution?
Based on Keywords.

Do we have an option to consider/not consider these fields for solution suggestion


if required? I cannot find this option.

60) Through what modules can we add solutions to the solution module?
1. Requests.
2. Problem.

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