Loading
Prepare for Email to Become the Default Login ExperienceRead More
Salesforce Partner Finder IssueRead More
Explore Legacy Service Features
Enabling Public Solutions

You are here:

  1. Salesforce Help
  2. Docs
  3. Legacy Service Features

Enabling Public Solutions

Using the Solutions tab, your customer support team can create solutions that people outside of your organization may find helpful. Using HTML code supplied by Salesforce, and with the help of your website administrator, you can add a search box and button to your website that allows your customers to search for solutions. This functionality is known as Public Solutions.

Required Editions

View supported editions.
User Permissions Needed
To enable web access to solutions: Customize Application

Public solutions are different from the Self-Service portal because users are not required to log in, and they can only search for solutions, not submit cases.

Note
Note Starting with Spring ’12, the Self-Service portal isn’t available for new Salesforce orgs. Existing orgs continue to have access to the Self-Service portal.

With public solutions, your customers can find answers to frequently asked questions without having to call your customer support center. All solutions with a Status of Reviewed and the Visible in Public Knowledge Base field checked will be available as public solutions, including any solution attachments.

Note
Note
  • The search box and button are displayed in a frame; your website must support frames in order for the solution search feature to work.
  • Suggested solutions don’t display Salesforce Knowledge articles.
  1. From Setup, enter Public Solutions in the Quick Find box, then select Public Solutions.
  2. Click Edit.
  3. Check Public Solutions Enabled.
  4. If your organization uses solution categories, check Enable Solution Browsing to allow customers to browse solutions by category. Solution categories cannot be translated into other languages for public solutions.
  5. If solution category browsing is enabled, select the Top-Level Category accessible by customers in public solutions. Customers can view all solutions in this category and its subcategories if they are marked Visible in Public Knowledge Base. Leave Top-Level Category blank if you want customers to view all solutions in all categories when they are visible as public solutions.
  6. If desired, you can change the appearance of the frame on your website by specifying the Maximum Page Width and Minimum Page Height.
  7. Provide the URL of your CSS page in Style Sheet URL. The CSS file does not have to exist yet; you can download a sample file as a starting point later, or use your own file.
  8. You can change the word or phrase that is used to describe solutions in the frame in Alternative Term. Provide singular and plural versions of the term.
  9. Click Save.
  10. If desired, click Download Sample CSS File to get the Salesforce style sheet.
  11. Click Generate HTML.
  12. Copy the resulting HTML code and click Finished.
  13. Send the HTML (and the CSS file, if you downloaded it) to your website administrator.
 
Loading
Salesforce Help | Article