Solution managers, administrators, and users with the appropriate permissions can create, review, and categorize solutions.
Required Editions
| View supported editions. |
| User Permissions Needed | |
|---|---|
| To view solutions: | Read on solutions |
| To attach a solution to a case: |
Read on solutions and cases AND Edit on cases |
| To change unpublished solutions: | Edit on solutions |
| To delete unpublished solutions: | Delete on solutions |
| To change published solutions: | Manage Published Solutions |
| To delete published solutions: | Manage Published Solutions |
Display Solutions
When you have located a solution, either by searching from a case or from the solutions home or list pages, click the solution title to display detailed information. If hover details are enabled, hover over any lookup field on the detail page to view key information about a record before clicking into that record’s detail page.
View Solution Updates and Comments (Chatter)
Display a Chatter feed of updates, comments, and posts about the solution.
Select Solutions
To attach the solution to your case, click Select from the solution detail page or the search results list. The solution is automatically added to the case. The Select option is available only if you searched for a solution from within a case, or you searched for solutions to add to your Self-Service portal Home page.
Edit and Delete Unpublished Solutions
Users with the “Edit” permission on solutions can update unpublished solutions by clicking Edit, changing the necessary fields, and then clicking Save. To delete an unpublished solution, a user with the “Delete” permission on solutions can click the Delete button.
If HTML Solutions is enabled for your organization, and you open a text solution with the HTML editor and save it, the solution will become an HTML solution.
Edit and Delete Published Solutions
The ability to edit and delete published solutions is restricted to users who have the “Managed Published Solutions” permission, such as solution managers and administrators
Translated solutions inherit the record type of the master solution from which they are translated. You cannot change the record type of translated solutions.
Solution Related Lists
Below the solution details is information related to the solution, including a history of changes to the solution, open and closed activities, attachments, related cases, translated solutions, and the categories to which the solution belongs. The related lists you see are determined by your personal customization, and by any customization your administrator has made to page layouts or your permissions to view related data.
The size limit for a file attached to a solution is 5 MB. You cannot upload solution attachments with the following file extensions: htm, html, htt, htx, mhtm, mhtml, shtm, shtml, acgi. Hover over the links at the top of a detail page to display the corresponding related list and its records. If Chatter is enabled, hover links display below the feed. An interactive overlay allows you to quickly view and manage the related list items. Click a hover link to jump to the content of the related list. If hover links are not enabled, contact your Salesforce administrator.
Printing Solutions
To open a printable display of the record details, in the top-right corner of the page, click Printable View. If HTML solutions is enabled for your organization, any HTML formatting applied in your solution details will appear in the Printable View.
To return to the last list page you viewed, click Back to list at the top of the solution detail page. If your organization has enabled collapsible page sections, use the arrow icons next to the section headings to expand or collapse each section on the detail page.