---
schema_version: "1"
id: b179ba8e7abef3d76a880ada984b30c53d43c100212fcdb2a8f4f7fc9717ac90
title: Suggested Solutions Overview
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/sol_suggestion.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.sol_suggestion.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: a120b356fdb830dfe8bf0213ba062c56187e0f6615c2d8fcc714fbe486549986
description: 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.
products:
  - Service Cloud
release: "264"
---
# 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.

### Required Editions

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.legacy_editions.htm&amp;language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table>

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission">
      <colgroup>
        <col style="width:50%">
        <col style="width:50%">
      </colgroup>
      <thead class="slds-text-title_caps ">
        <tr class="">
          <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d6233e55">User Permissions
            Needed</th>
        </tr>
      </thead>
      <tbody>
        <tr class="">
          <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d6233e55 ">To enable suggested solutions:</td>

          <td class="slds-cell-wrap" style="vertical-align:top;" headers="d6233e55 ">Customize Application</td>

        </tr>
        <tr class="">
          <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d6233e55 ">To modify Self-Service pages:</td>

          <td class="slds-cell-wrap" style="vertical-align:top;" headers="d6233e55 ">
            <p>Manage Self-Service Portal</p>
            <p>AND</p>
            <p style="margin-bottom:0;">Customize
              Application</p>
          </td>

        </tr>
      </tbody>
    </table>

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.

![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_legacy-264-0-0-production-enus/081af4ec-6c06-4d4b-9443-cb3516bbc46d/images/icon_note.png)

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.

![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_legacy-264-0-0-production-enus/081af4ec-6c06-4d4b-9443-cb3516bbc46d/images/icon_note.png)

Note

- Suggested solutions don’t display Salesforce Knowledge articles.
- Suggested solutions isn’t available for the public solutions because public solutions users don’t have an authenticated login that allows them to create or access cases.

#### See Also

- [Multilingual Solutions Overview](https://help.salesforce.com/s/articleView?id=service.sol_translate.htm&release=264.0.0&type=5 "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.")