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.
Required Editions
- HTML Solutions Overview
HTML solutions provide a more flexible way to create solutions, by allowing you to easily format paragraphs, and insert images and links. Using HTML solutions, you create solutions with an HTML editor and display those solutions to users in Salesforce, the Self-Service portal, the Customer Portal, and as public solutions.
- Multilingual Solutions Overview
The multilingual solutions feature helps you translate solutions and solution categories into the languages supported by Salesforce so that customers and support reps can find answers to inquiries in the language with which they are most comfortable.
- Suggested Solutions Overview
The suggested solutions feature displays up to ten relevant solutions that may help users and customers solve a particular case from the case detail page, Salesforce Customer Portal, or the Self-Service portal.
- Customize Solution Settings
You can customize Solution settings like Solution browsing and enable translation into multiple languages.
- Get Started with Categories
Plan, define, and categorize your solutions.
- Enable Multilingual Solutions
You can turn on multilingual solutions so users have the ability to translate solutions into multiple languages.
- Enabling Public Solutions
Using the Solutions tab, your customer support team can create solutions that people outside of your organization may find helpful. Using HTML code supplied by Salesforce, and with the help of your website administrator, you can add a search box and button to your website that allows your customers to search for solutions. This functionality is known as Public Solutions.
