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Create Solutions
You can create a solution from the sidebar or Solutions tab and while closing a case.
Required Editions
| View supported editions. |
| User Permissions Needed | |
|---|---|
| To create solutions: | Create on solutions |
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Select Solution from the Create New drop-down list in the
sidebar, or click New next to Recent
Solutions on the solutions home page.
If multilingual solutions is enabled for your org, you can create a translated solution by clicking New on the Translated Solutions related list of the master solution. Translated solutions inherit the record type of the master solution from which they are translated. You cannot change the record type of translated solutions.
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If multilingual solutions is enabled for your org, select the language for the solution
from the Language picklist.
The languages available are the languages supported by Salesforce. The Language picklist excludes languages already used in the master solution or in other translated solutions associated with the master solution.
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Enter the solution title, details, and any other information.
In solution searches, if any search terms match words in a solution title, the solution is boosted in the search results. Thus, it's a good idea to write a solution title with relevant words that users are likely to use in searches.
If HTML Solutions is enabled for your org, you can enter solution details in an HTML editor. The HTML editor allows you to use a toolbar to insert images and format the text and paragraphs in your solution.
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Click Save.
Images in HTML solution details don’t show up in list views and reports.
To create a solution while closing a page:
- Choose Close Case on a case detail page, or click Save & Close while editing a case.
- Enter the title and details under Solution Information, and check Submit to knowledge base to submit the solution for review by your solution managers.
- Click Save.
- Tips on Writing Solutions
To assist users in solving their cases, it is important to write good solutions.
