Solution Management in Salesforce Part I
Solution in Salesforce is nothing but the detailed description of customer issues along with their solutions. The intention of the concept “Solution” in Salesforce is to make the service provided to customers quicker and efficient. Salesforce comes with a Solution tab from which is a centralised repository of all the solutions. From this tab only Sales Rep can easily search solutions and provides quick service to customer – leading more customer satisfaction.Solution Managers, Administrator and users with appropriate permission can create, review and categorise solutions. They can publish solution to Self – Service Portal and make the solution Public.Note – By default, Solutions are created and displayed in text. But you can make it in HTML by -Click Setup | Customize | Solutions | Solution SettingsClick on Edit buttonSelect the checkbox “Enable HTML Solutions”. (Important: Once HTML Solution is enabled, it can’t be disabled).Solution support multilingual support. You can enable it by -Click Setup | Customize | Solutions | Solution SettingsClick on Edit buttonSelect the checkbox “Enable Multilingual Solutions”.Solution Manager – A Solution Manager is the member of the organisation who can review, edit, public Solutions to Self Service Portal or public knowledge base. You can make a User a Solution Manager by -Click on Setup | Manager Users | Users.Click Edit next to the user.Select Solution Manager from the profile picklist.Click on Save.There is another way of granting a user “Solution Manager” by creating...
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