Associate Solutions to Customers

Associate Solutions to Customers

You can create a new solution or associate existing solutions to customers from the customer details page.

Idea
Users in the customer organizations can search solutions in the knowledge base to troubleshoot the issues they encounter. This knowledge base is accessible in the customer's requester portal.  
 

 Attach Existing Solutions to Customers 

  1. Go to the Customers module and open a customer's details page.
  2. Navigate to the Solutions tab and click Associate.
  3. Select the desired solutions using the check boxes and click Associate. The selected solutions will be associated with the customer.

 

 Create a New Solution 

  1. Go to the Solutions tab on the customer details page and click New Solutions.


  1. Fill out the New Solution form using the pointers mentioned here.
  2. Finally, choose to Add or Add and Approve the solution.

   


 

Solution Actions 

You can perform a number of actions on a solution from the customer details page.
  1. Go to the Solutions tab on the customer details page.
  2. In the solutions list view, click on a solution to perform one of the following actions.
  3. Edit: Modify the details of the solution.
  4. Forward: Forward the solution.
  5. Share: Share the solution with a user.
  6. Submit for Approval: Send the solution for approval.
  7. Approve/Reject: Approve or reject the solution.
  8. Delete: Remove the solution.
Click here to learn more about actions that can be performed on a solution.



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