1. Go to Solutions and click New.
2. Now, provide the necessary details as required. The default solution fields are as follows.
Field | Description |
Title | To give solution a title. This is a mandatory field. |
Content | The solution content like steps to resolve an issue goes here. This is a mandatory field. |
Attachments | To add attachments like images and files. |
Topic | Used to organize a solution. Select an appropriate option from the dropdown list. To know more about topics, click here. |
Keywords | Add appropriate keywords for better search results. |
Solution Owner | To designate a support rep as the solution owner. |
Review Date | A solution may be required to be reviewed on a periodical basis either due to the changes in business policy or due to any product related changes. You can set a date for review of the solution here. |
Expiry Date | You can set an expiry date for solutions |
Comments | Add any additional information. |
Publish this solution in Self-Service Portal also | Enable the checkbox to make the solution accessible to contacts in the web-portal. |
3. Finally, click Add if the solution is to be approved later or click Add and Approve to add and approve the solution immediately. To know more about solution approval, click here.