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Making Solutions and FAQs Available
Solutions are answers to frequently asked questions (FAQs). Solutions are documented by service agents and call center administrators and are stored in the database. Agents and customers can frequently resolve service issues by searching this knowledge base of solutions.
You can associate a solution with related solutions and resolution documents through the Solutions Administration screen. In the Site Portal, you can also associate solutions with product complaints (see Managing Product Complaints). The owner of a service request can associate a solution with the service request. In the Site Portal, the service request is known as a medical request (see Managing Medical Requests).
A solution can be published internally or externally. Solutions published internally are accessible only by your employees. Solutions published externally are available to Site Portal users.