You can enable and customize the Suggested Solutions Page from the Self-Service Portal Pages related list.
Required Editions
| View supported editions |
| User Permissions Needed | |
|---|---|
| To modify Self-Service pages: |
Manage Self-Service Portal AND Customize Application |
Note Starting with Spring ’12, the Self-Service portal isn’t available for new
Salesforce orgs. Existing orgs continue to have access to the Self-Service
portal.
The Suggested Solutions Page displays up to ten relevant solutions that may help users solve a particular case. When submitting a case or viewing cases in the Self-Service portal, users can view suggested solutions and close their cases themselves.
To customize the Suggested Solutions Page:
- Click Edit on the Suggested Solutions Page line.
- Select Show Suggested Solutions Page to enable the page in the Self-Service portal.
- Select a Self-Closed Case Status to show in the Status field for cases closed by Self-Service users. You must select at least one “Closed” value for this field.
- Choose the maximum number of suggested solutions to display to users at one time. You can show a maximum of ten.
- Select the Self-Closed Case Reasons that Self-Service users can choose from when they self-close their cases.
- Check Show Message to display a message on this page.
- If you enabled the message, enter your message in the text box, using the formatting toolbar to format the size, color, or font. Optionally, check Show HTML to view your page message in HTML code. You can’t save any JavaScript as part of your custom code, and can only use certain HTML elements and attributes.
- Optionally, insert any merge fields for data that you want to replace dynamically..
- Click Save.
- To see how your Suggested Solutions Page will look, click Preview on the Suggested Solutions Page line. If you have customized the Self-Service style sheet, the preview shows your custom styles.