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.
Required Editions
| View supported editions. |
| User Permissions Needed | |
|---|---|
| To enable suggested solutions: | Customize Application |
| To modify Self-Service pages: |
Manage Self-Service Portal AND Customize Application |
Suggested solutions can lower support costs by:
- Reducing the time it takes for customer support reps to solve cases
- Improving customer support reps' productivity by offering them proactive access to all solutions for any case
- Enabling customers to solve and close their own cases
The solutions displayed are not simply found via a keyword search. Rather, the following variables are entered into a formula that automatically scores the relevancy of each solution to the particular case:
- Word frequency in all solutions
- Word frequency in similar cases with related solutions
- Proximity of the keywords within the solutions
- Word similarities to self-closed cases and solutions rated useful by Self-Service users
- The number of additional cases associated with a solution
You can enable suggested solutions for the following:
- Cases tab
- Users can click View Suggested Solutions from the case detail page to view a list of solutions relevant to their case. 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.
- Customer Portal and Self-Service portal
- Customers can view solutions relevant to their case when they submit a case or view cases online.
- Customers can self-close their cases using suggested solutions.
- When customers log new cases or click the View Suggested Solutions button on an existing case in the Customer Portal or Self-Service portal, a list of suggested solutions is displayed, including solutions in multiple languages for organizations with multilingual solutions enabled. When customers select a solution from the list, they can click Yes after Does this Solution help you answer your question? and then select a reason as to why they closed their case. The case will close with an indication on the Closed by Self-Service User case field. If the customer clicks No, they will be returned to the list of suggested solutions. If no suggested solutions are found, the Suggested Solutions Page is bypassed, and the customer is directed to their case.
- Case auto-response rules and emails
- Your support team can help customers solve their own cases without the assistance of customer support reps. Simply create email auto-responses for cases submitted via email, Web-to-Case, or the Self-Service portal. Within the auto-response email template, include the suggested solutions merge field, {!Case_Suggested_Solutions}, which provides outbound emails with direct links to the subject and description of each solution that may help customers answer their inquiries.
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Note Sending mass emails using templates with the suggested solutions merge field can take several minutes and isn’t recommended.
The Closed by Self-Service User field, along with a Closed When Created field, can be added to case page layouts. These fields are automatically set by Salesforce and can’t be modified. You can run reports on the Closed by Self-Service User and Closed When Created fields to see how cases have been closed.
- Report on the Closed by Self-Service User field to see how many cases have been closed by users via suggested solutions on the Self-Service portal
- Report on the Closed When Created field to see how many cases have been immediately saved and closed upon creation by support reps.