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About Solutions

Solutions are detailed instructions that describe how to resolve a service or product issue and often answer frequently asked questions. By maintaining a knowledge base of solutions, your service representatives, regardless of experience, have access to a centralized knowledge base to help them quickly resolve service issues for your customers.

In addition, the knowledge base grows as users interact with customers and create new solutions.

To assist organizations in improving the information they provide or identifying potential product or service challenge areas, the system tracks the usage of solutions and allows users to rate solutions. Very active solutions could indicate a severe product defect and the need for more information. Poor solution ratings could indicate the need to provide additional or clearer explanations.


Published May 2008