Siebel Field Service Guide > Service Requests and Solutions > Process of Administering Solutions >

Creating Solution Records

Solution records contain information that employees can use to resolve service requests. Administrators create solution records in the Administration - Solution screen. Users can view these records in the Solutions screen.

This task is a step in Process of Administering Solutions.

To create a solution record

1. Navigate to the Administration - Solution screen, then the Solutions view.
2. Create a new solution record, and complete the fields as appropriate.

   Some fields are described in the following table.

   Field	Comments
   FAQ	Type frequently asked questions that relate to the solution.
   Publish Internal	Select this check box to indicate the information is available to internal users. The solution does not appear in solution lists that customers view on the Web, but appears on internal solution lists.
   Publish External	Select this check box to indicate the information is available to external users. The solution appears both in solution lists that customers view on the Web and on internal solution lists.

3. Drill down on the Name field for the solution record, and click the Resolution Documents view tab.
4. Create a new resolution document record, and complete the fields as appropriate.

   Some fields are described in the following table.

   Field	Comments
   File Name	Displays the name of the resolution document that you select. This document contains details about the solution. In the Administration - Resolution Documents screen, administrators set up the resolution documents that you can select.
   Description	Displays a description of the resolution document that you select.