Solution managers can use these guidelines for structure, language, customer-specific information, technical accuracy, and sensitivity when reviewing solutions.
- Structure: The solution must include a clear title, the symptom, cause, and resolution.
- Language: The solution must be clear and easy to read in the language of the customer.
- No Customer-Specific Information: Solutions must never contain customer-specific information.
- Technically Accurate: The solution must accurately and effectively solve the problem posed by the customer.
- Professional: Check for spelling and correct sentence structure.
- Sensitivity: The solution must not contain any confidential or proprietary information that you don’t want a competitor to read.