Salesforce Docs Portal

Search for Solutions

You can find solutions from the Cases Tab, the Solutions Tab, using Global Search, and custom list views in Salesforce Classic

Required Editions

View supported editions.
User Permissions Needed
To view solutions: Read on solutions

When you search for solutions, all standard text fields on solutions are searched, as well as the following custom field types:

  • Auto-number
  • Text
  • Text area
  • Long text area
  • Email
  • Phone
  • Any field set as an external ID

Be aware of these behaviors in solution searches:

  • Solution Search returns solutions that include all or any of your keywords. For example, searching for data loader may return results with just data, just loader, or both keywords in any order. Items that include more of your keywords are listed higher in results, and items that contain your keywords as a phrase or near each other are also listed higher.
  • Solution Search can stem—or find variants of your search terms. For example, searching for creating finds solutions containing create, created, and creating.
    Note
    Note This behavior applies only to the type of word you search for: a search for a noun matches variants of the noun form, a search for a verb matches variants of the verb form, and so on.
  • You can use search wildcards and operators to improve your Solution Search results.
  • If any search terms match words in a solution title, the solution is boosted in the search results.
  • The numbers displayed in parentheses and brackets alongside search results indicate the number of matching solutions found. For example, if you search for Truck and Truck (35) displays, then your organization has 35 solutions with the term Truck.

See Also

Search from the Cases Tab

  1. On a case detail page in the Solutions related list, enter keywords related to a possible solution in the search box. You can use search wildcards and operators in your query.
  2. If your organization uses categories, select a category in which to search.
  3. Click Find Solution. The search returns a list of relevant solutions.
    • Click column headings to sort the results in ascending or descending order.
      • Sorting applies across all search results for a particular object, including those on subsequent pages.
      • You can’t click on column headings for multi-select picklist fields because you can’t sort the multi-select picklist field type.
    • If multilingual solutions is enabled for your organization, search results return solutions in all languages that have matching keywords. However, search results across all languages might not be reliable because terms searched from one language to another are processed differently.
    • If solution summaries and inline category breadcrumbs are enabled for your organization, search results display up to 150 characters of the solution details and up to 150 characters of the category trail to which the solution belongs.
    • Note that if HTML Solutions is enabled, all tags and images are removed from solution details.
    • If suggested solutions is enabled, click View Suggested Solutions to view relevant solutions using a formula that automatically scores the relevancy of each solution to the particular case via word frequency, word proximity, case similarity, and related solutions.
  4. If search results filters are enabled for your organization, you can filter the search results. Click the Show Filters link in the appropriate results related list, enter the filter criteria, and click Apply Filters.

Search from the Solutions Tab

  1. On the Solutions tab, enter keywords related to a possible solution in the search box at the top of the page. You can use search wildcards and operators in your query.
  2. If your organization uses categories, select a category in which to search.
  3. Click Find Solution. The search returns a list of matching records.

    Click column headings to sort the results in ascending or descending order. Sorting applies across all search results for a particular object, including those on subsequent pages. You can’t click on column headings for multi-select picklist fields because you can’t sort the multi-select picklist field type.

    If multilingual solutions is enabled for your organization, search results return solutions in all languages that have matching keywords. However, search results across all languages might not be reliable because terms searched from one language to another are processed differently. If solution summaries and inline category breadcrumbs are enabled for your organization, search results display up to 150 characters of the solution details and up to 150 characters of the category trail to which the solution belongs. Note that if HTML Solutions is enabled, all tags and images are removed from solution details.

  4. If search results filters are enabled for your organization, you can filter the search results. Click Show Filters in the appropriate results related list, enter the filter criteria, and click Apply Filters.
  5. From the list, select a record to jump directly to that record. If you do not find a matching record, browse for a relevant solution using categories.

    The fields you see in search results are determined by the search layout defined by your administrator and by your field-level security settings (available in Professional, Enterprise, Unlimited, Performance, and Developer Editions only).

Browse for Solutions

  1. In the Browse Solutions section of the Solutions tab, click a solution category to view a list of solutions in that category and its subcategories.
  2. Optionally, use the drop-down list to sort the solutions by category, most commonly used, or recently updated.
  3. Select a record from the results to jump directly to that record.

Search Using Global Search

  1. Enter your search terms in the header search box. You can use search wildcards and operators in your query.
  2. Select Search Options... from the drop-down and select Solutions to narrow your search results.
  3. Click Search.