Adding New Solution

The solutions module is a knowledge base with resolutions for various problems encountered by your help desk team. You can also document useful information while resolving an issue and save in the knowledge base. The solutions can be grouped under various topics to organize and locate the solutions easily.

Adding new solutions

The new solution form can be accessed by two ways in SupportCenter Plus application.

1. Add New drop down.

2. Solutions tab

Add New drop down

The Add New drop down is a quick navigator to instantly access the New Solution form the home page.

To configure the New Solution form, go to Step 3 in Solution tab.

 Solution Tab

1. Click on the Solutions tab in the header pane to open the solutions list view page.

2. Click on New Solution button.

3. From the New Solution form, specify the Subject of the solution. The subject can be a summary of the complete solution in one line that will exactly tell what the solution is all about. This field is mandatory.

4. Specify the complete solution in the Contents text field. This field is also mandatory.

5. If the solution requires any additional files to support the article, then you can attach the same by clicking Attach File(s) link.

6. The list of available topics and sub-topics is listed under Topics drop down. You can group this solution to a topic by selecting the Topic from the drop down. This field is mandatory.

7. You can specify keywords which will help in improving the search capability by provide accurate search result. While entering multiple keywords, separate them with comma.

8. Select Publish this solution in Self-Service Portal also check box to make this solution available in the customer portal.

9. Click Add. If you do not wish to add the solution then click Cancel.

10. If you permission to approve the solution while creating, the Add and Approve button appears. Click this button to add and approve the solution.