Solution Category is used to keep the solution organised and it will help Users/Sales Rep to find the solutions quickly.
Define Solution Category –

You can define Solution Category by –

  • Click on Setup | Customize | Solutions | Solution Categories.
  • Click “Add Solution Category” to add a category under the parent category.
  • Enter the Category Name.
  • Choose the subcategory sort order.
  • Click Save.
Important: Clicking on Del will delete the category, but solutions associated with that category will not be deleted.
Categorizing Solutions –
Administrator and user with “Manage Categories” permission can categorize existing solutions. But once Solution category browsing is enabled, all users with appropriate permission(Manage Categories) can categorize solutions. Below are the steps –
  • View the solution you want to categorize
  • Click Select Categories in the Solution Categories related list.
  • Click Save.
Enable Category Browsing –
This feature will allow users to search solutions by category from the Solution tab or while resolving cases. Once can enable this by –
  • Click on Setup | Customize | Solutions | Solution Settings.
  • Click on Edit.
  • Select Enable solution browsing.
  • Click Save.
To enable category browsing for public solutions, do below steps –
  • Click on Setup | Customize | Self-Service | Public Solutions.
  • Click on Edit.
  • Select Enable solution browsing.
  • Click the lookup icon “Top-Level Category for Public Solutions” to choose the top-level category accessible by customers in public solutions. Customers can view all solutions in this category and its subcategories if the solutions are marked Published and Visible in Public Knowledge Base.
  • Click Save.
To enable category browsing for self service portal, do below steps –
  • Click on Setup | Customize | Self-Service | Self-Service Portal | Settings.
  • Click on Self-Service Setup.
  • Select Enable solution browsing.
  • Click the lookup icon “Top-Level Category for Public Solutions” to choose the top-level category accessible by customers in public solutions. Customers can view all solutions in this category and its subcategories if the solutions are marked Visible in Self Service Portal.
  • Click Save.
In my next post, I will discuss about Automation in Solution Management.
Any feedback, please let me know. Thanks.