You can create and maintain a knowledge base of articles for both support reps and contacts. Follow the links below to learn more. Creating Solution Creating Topics and Topic Groups Solution Approval Manage Solutions
View, edit, delete, and other solution-related actions
Solutions list view Solution list view page displays the list of all solutions. Click the Solutions tab to view the solutions list view page. You can view the solutions with different status levels using filters. Click All Solutions to display the ...
Only approved solutions can be used to resolve a request. Depending on your organization's policy, a support rep can approve any solution or submit it for approval to another person in the organization. The solution status is displayed in both the ...
SupportCenter Plus allows you to import solutions in bulk from an XLS file. To import solutions, 1. Click Solutions. 2. Select Import Solution from the Actions drop-down menu. 3. In the import wizard, click Choose File, select the XLS file and ...
Topic and Topic Groups
Solutions are generally grouped or categorized into topics (and subtopics) so that they can be managed efficiently. Example: Generic Solutions can be grouped under a Topic called General'. Each topic can in turn contain subtopics under which another ...
To create a new solution, 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 ...