Best Solution

Overview:

This function allows you to add a best solution that will be searchable by support reps and end users.

Title: Enter a relevant title that can be searched by support reps and end users.

Keywords: Add keywords that are used to search best solutions. Keywords are triggers that will be used in a search for a resolution. They are common search words related to the issue.

Related Solutions: Specify a list of solutions that are relevant to the solution. Add a related solution to assist a support rep or user to resolve a series of issues that are commonly associated with one another. If one solution does not result in a resolution, a related solution may resolve the issue.

Problem Description: Provide a brief description of the cause of the issue the best solution will be addressing.

Resolution: Add a detailed list or description of the steps needs to reach a resolution. A best solution should be clear to the user. A numbered or bulleted list would provide the user with a clear path of steps to resolve the issue. If further documentation is available to the user via attachments, please be sure to specify this in the resolution field. Attachments (images or documentation) can be added to the best solution to enhance clarity. This will equip the end user with the resources to attempt troubleshooting the issue before logging a request to your help desk.

See Also:

Find Best Solution