Solution Management
Introduction
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 ...
Solution Approval
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 ...
Import Solutions
Import solutions from XLS, XLSX, and CSV files into SupportCenter Plus. Role Required: SDAdmins Importing Solutions Go to Solutions. Click the New Solutions menu and select Import Solutions. The process of importing solutions is explained in 3 ...
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 ...
Create Solution
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 ...