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Get Started with Categories
Plan, define, and categorize your solutions.
Required Editions
| View supported editions. |
| User Permissions Needed | |
|---|---|
| To create or change solution categories: | Manage Categories |
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.
- Plan which categories your support team needs. Keep in mind that you can also allow customers to find solutions by category in public solutions and your Self-Service portal. You can specify that customers can view only solutions in a particular category and all of its subcategories.
- Define your categories. See Defining Solution Categories.
- Categorize your solutions; see Categorizing Solutions. Administrators, and users with the “Manage Categories” permission, can categorize solutions prior to enabling solution categories for the entire organization.
- Create a custom report of type Solution Categories to verify that all solutions are categorized appropriately. To find any uncategorized solutions, use the advanced report filters; choose the Category Name field and the “equals” operator, and leave the third field blank. Administrators, and users with the “Manage Categories” permission, can create solution category reports prior to enabling solution categories for the entire organization.
- Enable solution category browsing for the Solutions tab; see Customizing Solution Settings.
- Enable solution category browsing for customers using public solutions and your Self-Service portal. See Enabling Public Solutions and Enable Self-Service Features and Settings.
- Specify the top-level category accessible by customers using public solutions and your Self-Service portal. This is useful if you want to have certain categories available only to internal staff. Leave this blank if you want customers to view all categories and all solutions that are visible in Self-Service portal or visible in public solutions.
See Also
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