Working with Solutions
Over a period of time, direct customer support helps your organization to build a rich knowledge base for future reference. A Knowledge Base in the form of solutions (also called as articles or frequently asked questions) that enables your organization to solve the repetitive problems encountered by customers using limited resources. The Solutions module in association with Cases is very useful for organizations that are mainly focusing on post-sales support, particularly technology and knowledge-based industries.
Availability
Permission Required
Users with permission to View, Create, Edit, and Delete permissions in the Solution module can access the feature.
Users with permission to View, Create, Edit, and Delete permissions in the Solution module can access the feature.
Standard Fields in Solutions
Following are the list of Zoho defined standard fields available in the Solutions module:
| Field Name | Description | Data type | Maximum Limit |
| Solution Number | Displays the case ID after creating a solution | Number | 16 digit |
| Solution Title* | Specify the subject of the solution.This field is mandatory | Text box | Alphanumeric (255) |
| Solution Owner | Select the name of the user to whom the solution is assigned. | Pick list | - |
| Product Name | Select the name of the product to which the solution has to be associated. | Lookup | - |
| Question* | Specify the Question. This field is mandatory | Text box, Alphanumeric | Alphanumeric (255) |
| Answer* | Specify answer or solution for the question. This field is mandatory | Text Area | - |
| Status | Specify the status of the solution. | Pick list | - |
| Created By | Displays the name of the person who first created the solution. | Date/Time format | |
| Last Modified By | Displays the name of the person modified the solution. | Date/Time format | |
| Description | Specify any other details about solution. | Text box | 32000 characters |
| Comments | Specify additional comments about the solution. | Text box | 32000 characters |
Creating Solutions
In Zoho CRM, you can create solutions by:
- Entering data in the solution details form: You can manually fill in the Solution details gathered from various external sources.
- Importing solutions from external source: You can gather data through various sources and import the CSV and XLS format files into Zoho CRM.
Note
- Some of the standard fields may not be visible or editable depending on your organization's business process.
- In case you want to add or modify fields, please contact your System Administrator for more details on the usage of other fields.
Create Solutions Individually
You can create solutions individually by using the following:
- Filling in the details in the solution creation form.
- Cloning the solution with few changes in the existing record.
Note
- By default, the person who creates the solution will own it.
- To change owner, click the Change link in the Solution Owner field from the Solution Details page and select another user.
To create solutions individually
- In the Solutions module, click New Solution.
- In the Solutions Home page, enter the solution details. (Refer to the table below)
- Click Save.
To clone solutions
- Click the Solutions tab, click a particular solution that you want to be cloned.
- In the Solution Details page, click Clone.
- In the Clone Solution page, modify the required solution details. (Refer to the table below)
- Click Save.
Note
- You can add comments only in the edit mode.
- The Add Comment field will not be available while creating the solution.
Attach Documents to the Solution
You can attach additional documents to the solution.
To attach documents
This feature allows you to attach documents, spreadsheets and presentations to the solution. You can attach them in the following ways:
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