You are here:
Categorize Solutions
Use solution categories to group similar solutions together. Each solution can belong to more than one category.
Required Editions
| View supported editions. |
| User Permissions Needed | |
|---|---|
| To categorize solutions: | Edit on solutions |
Once your solutions are categorized, you can browse for and find solutions by category from the Solutions tab or when solving a case. Customers can also browse published solutions by category in public solutions, the Self-Service portal, and the Customer Portal.
Administrators, and users with the “Manage Categories” permission, can categorize solutions prior to enabling solution categories for the entire organization. Once solution category browsing is enabled, all users with the appropriate permissions can categorize solutions.
If multilingual solutions is enabled for your organization, translated solutions inherit solution categories from their master solutions. The categories on a translated solution are synchronized with the categories on the master solution. To modify a translated solution's categories, you have to modify the categories of its master solution.
- View the solution you want to categorize.
- Click Select Categories in the Solution Categories related list. This related list is not visible unless your administrator has defined and enabled categories.
-
In the solution category hierarchy, click Select to add a category to
the solution. Repeat until you have added all applicable categories.
We recommend that you limit the number of categories to which a solution belongs. If you put solutions into only the most relevant categories, they will be easier for users and customers to find.
If necessary, click Deselect to remove a category from the solution.
- Click Save.
To later remove a category from a solution, click Del in the Solution Categories related list on the solution detail page.
You can create a custom report on solution categories. However, solution category information is not available in list views.
