Use the Solution pages to create, update, and track solutions. Solutions contain information about how to resolve a customer problem. By maintaining a knowledge base of solutions, your service representatives have access to a centralized knowledge base to help them resolve customer problems. In addition, the knowledge base expands as users interact with customers and create new solutions.
Oracle CRM On Demand tracks the usage of solutions and enables users to rate solutions. This information helps organizations to improve the solutions that they provide to customers and to identify problems in products or services. Frequently used solutions might indicate a product defect. Poor solution ratings might indicate the need to improve solutions.
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