Draft Best
Solutions
Overview:
Once a best solution has been created and saved, it will
be added to Draft Best Solutions. Here, a best solution can be reviewed
and revised as needed. Draft Best Solutions are only accessible to Support
Reps. If a best solution is to be made available to end users, it must be
published.
1. Ribbon Toolbar:
Best Solution Grid Parameters:
Select which Best Solutions you would like to view.
- Published: The Best Solution has been approved, and
published.
- Draft: The Best Solution has been written but is
waiting for approval. This solution is unpublished.
- De-Activated: The Best Solution has been
de-activated and is no longer searchable.
New:
Solution:
- Update: Make revisions to the selected draft solution.
- Publish: Publish a best solution to be made available
to end users. This will move a draft best solution to the list of
published solutions.
- De-Activate: De-activate an existing draft best
solution that is no longer being used by Support Reps.
- Print: Print selected draft best solution.
Publish:
- Re-Activate: Restore a Best Solution to be made
available in the HelpSTAR system. Note this option is only available if the
solution is de-activated.
- Delete: Delete a Best Solution. Note: This
will permanently delete the Best Solution from the HelpSTAR system and is only
available if the solution is de-activated.
2. Best Solution List:
This section lists (by default) all best solutions that are currently drafts,
along with their details. You can also choose to view Published or
De-activated best solutions by using the drop down menu from the Best Solution
Grid Parameters, then this listing will update with the solutions that match
your selection.
3. Best Solution Detail:
This section allows a user to see all of the information regarding the best
solution that is highlighted in the Best Solution List.
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See Also:
Published Best Solutions
De-Activate Best
Solution
Find Best Solution
Knowledge
Management Tab