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Solutions FAQ

Find answers to frequently asked questions about solutions.

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  • What is a solution manager?
    A solution manager can edit, delete, and make solutions visible in the Self-Service Portal and Customer Portal and visible in public solutions. Typically, these individuals are product experts with excellent written communication skills and advanced knowledge in a particular area of your product. To designate one or more users as solution managers, your administrator can assign those users to the Solution Manager profile when creating or editing the users’ personal information.
  • Why are solutions used?
    Solutions provide a quick means to identify and resolve a customer issue. By capturing customer issues and structuring findable, reusable solutions, your customer support team can leverage existing knowledge to provide answers to issues that have been solved previously, increasing customer satisfaction and your team’s productivity.
  • What is the difference between a solution and a FAQ?
    A FAQ serves mostly as a useful tip for how the product or service is supposed to work. Solutions answer customer questions when the product or service is not working as expected. Because customers’ expectations may not always be accurate, a solution can describe how the product or service is supposed to work (very similar to a FAQ), help troubleshoot a problem, or provide a work-around to a bug or product limitation.
  • What must I look for when I review solutions?
    Solution managers can use these guidelines for structure, language, customer-specific information, technical accuracy, and sensitivity when reviewing solutions.
  • What are the Visible in Self-Service Portal and Visible in Public Knowledge Base checkboxes on a solution?
    The Visible in Self-Service Portal and Visible in Public Knowledge Base checkboxes, when selected, indicate that a solution is available for external use on your organization’s Self-Service Portal and Customer Portal and public solutions. Solutions available for external use are regarded as published.