A solution is a detailed description of a customer issue and the resolution of that
issue. Solution managers, administrators, and users with the appropriate permissions can create,
review, and categorize solutions, and publish them in a Self-Service portal.
Required Editions
The Solutions tab displays a home page that lets you quickly locate and manage solutions. If
your organization uses solution categories, you can browse for and find solutions by category.
You can also sort and filter solutions using standard and custom list views.
Administrators, and users with the Import Solutions user permission, can import solutions.
By default, solutions are created and displayed in text format. Administrators can enable
HTML solutions so that all solutions are displayed in HTML format and created using an HTML
editor.
- Add Solutions
A solution is a detailed description of a customer issue and the resolution of that issue. Solution managers, administrators, and users with the appropriate permissions can create, review, and categorize solutions. They can also publish solutions to the Self-Service portal and make solutions public.
- Work with Solutions
Use solutions to provide detailed descriptions and resolutions of customer issues.
