PeopleSoft CRM 9.1 Services Foundation PeopleBook

Using Solutions

This chapter provides an overview of case, service order, and defect resolution and discusses how to find and attempt solutions.

Note. PeopleSoft's email response management system (ERMS) and many of its self-service applications also use solutions.

Understanding Case, Service Order, and Defect Resolution

PeopleSoft Support, HelpDesk, HelpDesk for Human Resources, Service Center for Higher Education, Quality Management and Integrated FieldService applications enable you to track both the final solution (the one that resolved the caller's problem) and other solutions that were considered. By tracking all solution usage, you capture valuable information about the effectiveness of the solution set.

This section discusses:

Resolved cases, service orders, and defects.
Allowing multiple resolutions to resolve a case, service order, or defect.
Attempted solutions.

Note. Currently, the style.lex file that comes with PeopleTools does not include special characters and it is not in the directory from which CRM copies style files. The BAT file that CRM constructs has a command to copy style files from <PS_HOME>\verity\winx86\common\style\. However, since PeopleTools does not put the style.lex file in the same directory with other style files and the delivered style.lex file does not include special characters, users cannot search for solutions using special characters.

Resolved Cases, Service Orders and Defects

Solutions describe the ways you might be able to resolve the caller's problem. A solution can succeed or fail. When a solution resolves a case, service order, or defect, it is considered a resolution. Resolutions exist in the context of a case, service order, defect, or email only.

A resolved case is a case that's associated with a successful solution. A resolved case is not necessarily a closed case; the case status is independent of the solution status. You can use the Case Defaults page to set up a default status for resolved cases. If a default status exists, the system changes the status when you resolve the case.

Note. If no default exists, an agent must update the status manually. You can, however, close a case without a successful solution. You can do this if you have a solvable action that is related on the case; so a successful resolution isn't the only way to close a case.

On a service order the field service technician can record repair actions they have attempted and identify the actions that were successful. The system feeds the successful actions data to the solution database, so that a technician's repair actions become available to other technicians. The result of these solutions when added to the solution database is that new, more efficient and effective solutions become available to the entire work force.

In PeopleSoft Quality Management, a technician can select a fix ID or search for and add a solution to indicate what they have done to resolve the customer's problem.

Allowing Multiple Resolutions to Resolve a Case, Service Order, or Defect

You can use more than one solution to resolve a case, service order, or defect. If you use multiple solutions, more than one can have the solution status of successful.

To allow more than one successful resolution, you must configure it on the Business Unit setup pages for PeopleSoft Support, HelpDesk, HelpDesk for Human Resources, and Service Center for Higher Education. For PeopleSoft Integrated FieldService and Quality Management you do not need to configure the system to allow multiple resolutions.

Because you set up the system to close the case automatically when a solution is successful, PeopleSoft has made these modifications to this process:

The automatic closing of the case on the solution status field is a save event.

This enables the user to change the status on more than one resolution before the case, service order, or defect is closed.
The status field is editable even when the case is closed if the status is In Consideration or Failed, so the agent, technician, or manager can identify other solutions as successful.

The system makes any resolution with the status of Successful read only.

Note. This is only applicable when cases are configured to allow multiple resolutions; otherwise, the system makes all the statuses read only after the case is closed.

Attempted Solutions

This section discusses:

Attempted solution grids.
Methods for finding solutions.
Resolution statuses.
Resolution process.
Managing attempted solutions.

Attempted Solution Grids

The Case page includes two grids, the Solutions grid and the Attempted Solutions grid. The Solutions grid is used to search for solutions and the Attempted Solutions grid includes solutions considered for the case.

The Solutions page of the Quality Management component includes the Attempted Solutions grid that lists the solutions, solution IDs, date modified and status of all solutions that may resolve the defect or implement the enhancement.

Methods for Finding Solutions

There are four ways to find and attempt potential solutions in the Solutions grid on the Solutions page for cases.

For service orders there are three ways to find and attempt potential solutions using the Solutions grid on the Solutions page.

For quality management there are two ways to find and attempt potential solutions using the Attempted Solutions grid on the Solutions page.

Note. When searching for solutions, expired solutions do not show up in search result.

This table describes the methods that are used to find and attempt solutions:

Page	Tab	Description
Solution	Search Used for cases, service orders, and quality management.	Enter text to search for solutions that might relate to the case and then click the Search button. In the search results, click the Select check box for the solutions that are most likely to resolve the problem and then click the Attempt or Solve button. Alternatively, from the search results you can click the desired solution's Description link to open the Resolution Details page for that solution, and then click the Attempt or Solve toolbar button on that page. The system adds the selected solutions into the Attempted Solutions grid. You can choose to use the basic, advanced, or more search options modes when searching for solutions.
Solution	FAQ Used for cases only.	Select the library of frequently asked questions that are most likely to resolve the problem associated with the case. The system displays a list of solutions. Select a solution and then click the Attempt or Solve button. The system adds the selected solutions to the Attempted Solutions grid.
Solution	Frequently Used Solution Used for cases only.	Select the type of solutions that are most likely to resolve the problem associated with the case. The system displays a list of solutions. Select a solution and then click the Attempt or Solve button. The system adds the selected solutions to the Attempted Solutions grid.
Solution	Enter New Solution Used for both cases and service orders.	Enter text that describes the solution that you used to resolve the problem. Click the Attempt or Solve button. The system adds the selected solutions into the Attempted Solutions grid.

Page

Tab

Description

Solution

Used for cases, service orders, and quality management.

Enter text to search for solutions that might relate to the case and then click the Search button.

In the search results, click the Select check box for the solutions that are most likely to resolve the problem and then click the Attempt or Solve button.

Alternatively, from the search results you can click the desired solution's Description link to open the Resolution Details page for that solution, and then click the Attempt or Solve toolbar button on that page.

The system adds the selected solutions into the Attempted Solutions grid. You can choose to use the basic, advanced, or more search options modes when searching for solutions.

Solution

FAQ

Used for cases only.

Select the library of frequently asked questions that are most likely to resolve the problem associated with the case.

The system displays a list of solutions.

Select a solution and then click the Attempt or Solve button.

The system adds the selected solutions to the Attempted Solutions grid.

Solution

Frequently Used Solution

Used for cases only.

Select the type of solutions that are most likely to resolve the problem associated with the case.

The system displays a list of solutions.

Select a solution and then click the Attempt or Solve button.

The system adds the selected solutions to the Attempted Solutions grid.

Solution

Enter New Solution

Used for both cases and service orders.

Enter text that describes the solution that you used to resolve the problem.

Click the Attempt or Solve button.

The system adds the selected solutions into the Attempted Solutions grid.

Resolution Statuses

Each solution attempt is associated with one of these statuses:

In Consideration.

You have not suggested this solution. The solution is in the list and is available when you're ready to try it.
Waiting on Customer.

You have suggested this solution, but you don't know whether the solution worked.
Failed Resolution.

The caller or technician attempted the solution, but the solution did not solve the problem.
Successful Resolution.

The solution solved the problem.

Note. Successful statuses can be applied to multiple solutions based on the way the business unit is set up.
Withdrawn.

The solution should not have been associated with the case, service order, or defect and is to be disregarded in all solution-related metrics. Selecting Withdrawn does not remove the solution entirely. It informs the system that it shouldn't have been there in the first place. Withdrawn solutions are ignored in solution usage statistics and are not visible through self-service.

Resolution Process

This graphic illustrates the resolution process for cases. For PeopleSoft Integrated FieldService and Quality Management successful resolutions do not change the status of the service order or the defect.

Resolution process

There are other methods of attempting a solution from a page other than the Case or Service Order page. You can launch a troubleshooting guide (a type of script) directly from the solution search grid or the Related Actions page. Or, if the case is a child of another case, you can set up Active Analytics Framework (AAF) to cascade the successful resolution from the parent to the child. This is not applicable to service orders, however.

Note. You can use the Case Update Action in AAF to automatically resolve a case.

Managing Attempted Solutions

Once you've added solutions to the Attempted Solutions grid for the case, service order, or defect, you can initiate one or more of these actions:

Update the solution status.
View the solution details.

The Solutions grids show summary information about each solution. Click the summary text to display the Resolution Details page. On the Resolution Details page, you can see the full text of the solution, and you can add notes or attachments to the solution.
Email the solution.

Often the most efficient way to communicate a solution to a caller, manager, or technician is to send an email with the solution text. If necessary, you can add attachments to the email. When sending an outbound notification for a solution, any attachments associated to the solution's notes will be made available to send as an attachment to the email,
Solve the case by selecting one or more solutions; then click the Solve button. This changes the status to Successful Resolution. Or, you can change status on the attempted solution grid directly.

Note. Solve is not available for Service Orders and Quality Management.
View the text of the solution by selecting one ore more solution and then click the View button.
Click the Add a New Note button to the right of the solution description to add notes to the solution.

Note. PeopleSoft Quality users can view solution details only. They cannot update solution statuses. They also cannot add resolution notes or attachments from the Resolution Details page.

Finding and Attempting Solutions

This section provides an overview of solutions and discusses how to:

Search for solutions.
Use FAQs to search for solutions.
Use frequently used solutions.
Enter new solutions.
Email solutions.
Review details of attempted solutions.
View external content solutions.
Add resolution notes and attachments.

Understanding Solutions

This section discusses:

Solution library security.
Solution advisor searches.
FAQs.
Frequently used solutions.
New solution creation.
Adhoc solutions.
Customer notification.
External content and Verity searching.
How external content works.

Solution Library Security

When selecting solutions for a transaction, only solutions from authorized solution libraries (or solutions that are not associated with any library) will be available. Solution library security is defined on the Solution Library Security page.

The solution library security requirements vary by transaction, as shown in the following table.

Transaction	Solution Library Security Factors Considered
Support Case	User Role, Agent Location, and Customer Region
Self-Service Support Case	User Role and Customer Region.
HelpDesk and HR HelpDesk Case	User Role, Agent Location, and Employee Location
Self-Service HelpDesk and HR HelpDesk Case	User Role and Employee Location.
Service Order	User Role and Customer Region
Inbound Email	User Role, Agent Location, and Customer Region
Defect	User Role
Service Center for Higher Education Case	User Role, Employee Location, Agent Location, and Customer Region
Self-Service Case for Service Center for Higher Education	User Role, Employee Location, and Customer Region

Solution Searches

The Solution page has three search modes: basic, advanced, and more search options:

Basic Search

This is a Verity search that looks at all objects in the search collection. The system ranks the search results by percentage according to how close the match is. It contains these characteristics:
- Basic search is the default when the user selects the tab, unless the user has changed his preferences.
- The value in the Search field automatically changes to the problem summary value if it is not set yet. Click the Search button to launch a Verity search against all domains in the search collection. Domains can include solutions, cases, fixes, defects, troubleshooting guides, internet sites, intranet sites and file servers.
  
  Note. Click the Search button to launch a Verity search against all the domains that are defined in the user's preferences. There is additional logic that the system uses to display the search text on the Case page. The system first tries to pull information from the quick code, then from the previous search (the saved search), and then the problem summary.
- When the system performs a search, the text is stored as a keyword so that the next time the user opens the page, the previously used search text is automatically entered.
- The system displays a message listing common or stop words that were not included in the search (examples are the, a, and, or and so on) above the search results, if they were set as a configuration option at the component level during implementation.
Advanced Search

Includes a series of text boxes used to perform a natural language internet-type search. Advance search gives you the ability to perform these types of searches:
- With all the Words: Works like a logical AND. All of the words must be in the text for which you are searching. The system returns all the solutions where all the words are present irrespective of which fields they are in within the record. For example, if you entered Error 3029 Vantive, the system does not return solutions where the record only has either Error or 3029 or Vantive. The system returns solutions that have all three words in the record. Two words can be in the solution description, however, and one word can be in the product.
- With the Exact Phrase: The exact phrase must appear in the text for which you are searching.
- With any of the Words: Works like a logical OR. If any of the words in the search text appear, the system returns results.
- Without the Words: None of the search text entered can appear in the text for which you are searching.
- Restrict by Product: Enables you to restrict solutions by product. Although Restrict by Product appears in the list of solution fields in the advanced search, it is different from the other fields in the list because a solution can be related to many products, and therefore product is not a single searchable field in the Solution table.
- Use Word Variations: Select one of the options to expand the search using different spellings of words or synonyms.
  
  Note. These are additional search options available, but they are delivered as hidden out of the box: Words in a Sentence and Words in a Paragraph. You can enable or disable these options through user preferences options.
  
  See Configuring Search Options.
- Rows to Display: Controls the number of rows in the search results grid.

FAQs

The FAQ tab displays a predefined list of solutions that the agent can choose from to resolve the case. If the FAQ check box is selected during implementation on the solution setup page, then the solution qualifies as an FAQ.

The Library field contains a list of libraries with associated solutions that have been identified as FAQ.

The results grid displays a list of the solutions that have been set up for the library selected. FAQs are sorted by the date and time that they were last modified on the solution so that the user sees the most up-to-date solutions first.

Note. This feature is only used for PeopleSoft call center applications (PeopleSoft HelpDesk, Support, and HelpDesk for Human Resources).

Frequently Used Solutions

The Frequently Used Solution tab lists frequently used solutions by type: either All, Category/Type/Detail, Error, or Product.

Solutions are sorted based on their solved counts. For example, the solution that solved the most cases for the product on the current case would be first, and so on. This tab must be turned on when you are configuring the system during implementation.

Prior to using Frequently Used Solutions, you must first run the Update Solution Usage Counts process (RC_SOLN_USAG) and then update the search collection by running the Build Search Collection process (RB_SRCH_BLD). The relationships between solutions and products are not included in the Verity search collection until the Build Search Collection is run.

The Frequently Used Solution tab lists the solved count for each solution. Note that if solution counts have been updated for multiple types (such as Category/Type/Detail and Product.), the solved count displayed on this tab when viewing Type = All will be a summation of the solved counts for each of the other individual types.

Note. This feature is only used in PeopleSoft call center applications (PeopleSoft HelpDesk, Support and HelpDesk for Human Resources, and verticals).

See Setting Up Search Collections.

See Managing Solutions.

New Solution Creation

If a user is unable to locate an existing solution, they can use the New Solution tab to enter a new solution (which will be created with a type of Adhoc). When the user enters a new solution and clicks the Attempt button, the system inserts the solution into the Attempted Solutions grid with the status of In Consideration. If they click the Solve button, the system inserts the solution in the grid with the status of Successful.

Note. The Attempt and Solve button are visible and applicable on all sections and tabs on the Solutions page, not just new solutions. This feature is not used in PeopleSoft Quality Management.

Adhoc Solutions

When a new Adhoc solution is first created, the solution status is set to Draft on the Solutions Details page.

Changing the solution status from Draft to Submitted for Review indicates that the Solution is ready for manager review. PeopleSoft, however, does not deliver an AAF policy to take action or send notification when the solution status changes. You must configure an AAF policy to send a notification or create a business project to start the solution approval process if this type of notification is desired.

See Working with Active Analytics Framework.

Customer Notification

When a solution is in the status of Waiting on Customer you may want to send a notification to the customer. For example, an agent suggests two solutions on a an open case. One solution has the status of In Consideration and the other solution has the status of Waiting on Customer. When the agent saves the case, you could set up an AAF policy that sends a notification to the case contact with the solution details for the solution that is in the Waiting on Customer status.

To set up such a policy, use these parameters:

Parameter	Value
Term Name	Case Resolution Status
Trigger Point	After a Support Case is Saved
Condition	Case Solution Status is equal to Waiting on Customer
Actions	Notify case contact via email

Note. You can use AAF policies to send multiple notifications to the case contact when the case has more than one solution with the status of Waiting on Customer.

External Content and Verity Searching

Included in the Verity search options is external content searching using the intranet, internet, and file servers. The system includes external link matches in the Verity search results, if you have enabled it during your implementation.

When external content solutions appear in the search results grid, the description includes a link that opens the external content in a new window. If the external content is a file, it opens in the appropriate application. The user can turn external search on or off by selecting or clearing the external content domain on the Advanced Search - More Search Options page.

When a user selects multiple items from the search grid, it transfers the user to the Solution Detail page. If external content is selected, it displays as a link with a description. Users can navigate into the solution to see the details or click Attempt or Solve to solve the case, service order, or defect.

How External Content Works

Whenever a technician or agent uses external content to resolve a service order or case, the system creates a solution type of Link or File in the background to represent it. The next time an external content search is used and the same content is found and used, the system checks to see whether a solution already exists for it and uses the existing solution by matching the URL or FILE path in summary.

Here's how it works:

Verity indexes HTTP files and documents (Word docs, text files, PDF files, and so on) in addition to regular solutions in the database.

For example you can index PeopleSoft Planet Intranet and do keyword searches on those files.
When you search on external content (HTTP or File) and then click an item in the results set, the system opens a new browser with the actual external content using the URL in your browser; so if you index something on the Planet PeopleSoft website, it opens the page on the website; or it will open the actual PDF or Word document.
When you attempt one of the solutions using external content, the system create a solution behind the scenes and then attempts the solution to the case.
When you attempt one of external content solutions, the system looks in the database to see if the external content has already been created as a solution.

It does this by comparing the URL of the external content to the existing solutions that were created from external content. If it has already been created, it uses the existing solution and attempts it. If it is the first time that user has attempted the external content solution and there is no existing solution for it, it creates a new solution and attempts it.
When you open an attempted solution that has external content on the attempted solutions grid, it opens the solution.

The system does not open the actual external content. This is different than step 2 where, if you click the external content solution from the search results grid, it opens the actual external content. In this case, it opens the solutions detail page and displays is a link with the URL. If you click the URL, the system opens the actual external content.

Common Elements Used in This Section

Select	Select the check box next to the solution that you want to either attempt, use as a solution, or view and then click the appropriate button that corresponds to the action that you want to take.
Attempt	Click this button to attempt the solution that you selected. The system adds the solution to the Attempted Solutions grid for the service order, case, or defect with the status of In Consideration.
Solve	Click this button to use the solution that you selected to resolve the issue. The system adds the solution to the Attempted Solutions grid for the service order, case or defect with the status of Successful Resolution.
View	Click this button to view the solution that you selected. The system displays the Resolution Details page.
Search	Click to search for solutions that match the search criteria or text that you entered.

Pages Used to Find and Attempt Solutions

Page Name	Definition Name	Navigation	Usage
Solution	RF_SO_SOLN RC_CASE_SOLN RQ_DEFECT_SOL_LNK2	Support, Add Case, Solutions HelpDesk, Add Case, Solutions FieldService, Add Service Order, Solutions Quality Management, Add Defect, Solutions	Find and attempt solutions to resolve cases, service orders, and defects.
Outbound Notification	RB_EM_OB_NOTIFY	Select a solution from the Attempted Solutions grid and then click the Email button.	Email solution information to customers or contacts.
Resolution Details	RC_CASE_SOL_SUM RF_SO_SOL_SUM RQ_DFCT_SOL_SUM	Click a solution summary on the Case page, Service Order page, or Quality Management page.	Review details of attempted solutions.
Solutions	RC_SOLN_SUMMARY	Click a solution summary on the Case page, Service Order page, or Quality Management page for a external content solution of type link or file	View resolution details.
Case - Resolution Notes	RC_CASE_RSLN_NOTE	Click the Add Resolution Note or Attachment button on the Solutions Detail page (in attempted solutions mode).	Add notes and attachments that are associated with a resolution.

Searching for Solutions

Access the Solution - Search page. (for support cases go to Support, Search Cases, Solution.) This example shows the page in Advanced Search mode with More Search Options enabled. Click the Advanced Search link on the Search tab, and then click the More Search Options link.)

Attempted Solutions

This section displays the number of solutions that have been attempted.

Select the solution that you want to either attempt or that you have used to resolve the problem. To move the solution to the Attempted Solutions grid, either click the Attempt or Solve button. The system assigns it an appropriate status.

To email the solution to a customer, employee or agent, select the solution in the Attempted Solutions grid and click the Email button. The system displays the Outbound Notification page and the selected solution is prepopulated in the message area. Any attachments belonging to the solution's notes will be made available on the Outbound Notification page, where you may choose to add the attachment to the email by selecting the associated Include check box.

To view a solution, select it and then click the View button. The system displays the Resolution Details page. You can also click the solution description link to open the solution detail. From there you can attempt, solve, and add notes to the solution.

Click the Add a New Note button to access the Resolution Notes page. The button changes slightly based on whether a note exists for the resolution or not.

If there are no notes attached to the resolution, the system displays the Add a New Note button. If there are already notes attached to the resolution, the system displays the View Notes button. The Add a New Note button only shows up in the Attempted Solutions grid, not in the search results grid.

Search Criteria

The Search Criteria section is shown in the advanced search mode with the More Search Options link selected. In addition to the Advanced Search mode, you can access the Basic Search by clicking the Basic Search link. Information on using these search options is detailed in the Understanding Solutions section.

To narrow a search and improve performance, you can choose which of the available solution libraries to include in the search. Select the corresponding check box for each desired library to include it in the search. Conversely, deselect a library check box to exclude that library from the search. You can click the Preferences link to define and store which of your available libraries should be selected by default each time a case is opened.

Using FAQs to Search for Solutions

Access the Solution - FAQ page. (for support cases go to Support, Search Cases, Solution. Select FAQ tab.)

Library

Select the library that you want to use to search for solutions. Once you find a solution, select it and use the Attempt, Solve, or View buttons to indicate the action that you want to take. To open the Resolution Details page, click the Summary link

Using Frequently Used Solutions

Access the Solution - Frequently Used Solutions page (for support cases go to Support, Search Cases, Solution. Select Frequently Used Solutions tab.)

Note. Users can only search on active solutions. Solutions that are categorized as either canned or adhoc do not appear in searches on the Frequently Used Solutions page for both agents and self-service users.

Type

Select the type of solution that you want the system to use for the search. Once you find a solution, select it and then click the Attempt, Solve, or View button to indicate the action that you want to take. To open the Resolution Details page, click the Summary link.

Entering New Solutions

Access the Solutions - New Solution page (for support cases go to Support, Search Cases, Solution. Select New Solutions tab).

Enter text describing the solution that you are either attempting or have used to resolve the problem. Click either the Attempt or the Solve button to send the solution to the Attempted Solutions grid, where it is assigned a status of either In Consideration or Successful Resolution.

Emailing Solutions

Access the Outbound Notification page (select a solution from the Attempted Solutions grid and then click the Email button).

Any attachments from the solution's notes will be automatically added to the Solution Attachments grid on the Outbound Notification page. Select the Include check box for any such attachments that you want to be sent with the email.

See Sending Manual Notifications From CRM Transactions.

Reviewing Details of Attempted Solutions

Access the Resolution Details page (click a solution summary on the Case page, Service Order page, or Quality Management page).

Use the Resolutions Details page to view the details of a solution, add solution notes and attachments, add resolution notes, and submit adhoc solutions for management approval.

Toolbar Area

Add Resolution Note	Click to add a resolution note that is specific to this solution attempt.
Attempt and Solve buttons	If the solution has not been attempted, an Attempt button and a Solve button (Solve for Case only) appear. Choose the desired action to attempt or solve the transaction using this solution. (Once the solution has been attempted or solved, these buttons no longer appear.)
Solve button	If the solution is an Adhoc solution in Draft status, the Submit button appears. Once the Adhoc solution has been submitted, this button no longer displays on the toolbar.
Usage Count	Indicates the number of times the solution was used to help resolve cases.
Solved Count	Indicates the number of times the solution was used to successfully solve cases.

Solution

Summary	The Solution summary is a link to the full solution definition.
Symptoms	Displays the symptoms as listed on the solution definition.
Details	Displays the details as listed on the solution definition.

Solution Notes

To add a new solution note, click the Summary link in the Solution region of the page. The Solution page opens in a new window. Click the Notes tab to add a note to the solution.

Solution Attachments

To add a new solution note, click the Summarylink in the Solution region of the page. The Solution page opens in a new window. Click the Notes tab to add a note to the solution. Click the Add Note button. When you are finished adding your note, click the Add an Attachment link at the bottom of the Add a Note section.

Viewing External Content Solutions

Access the Solution page. (Solutions, Search Solutions, Solution)

The solution type for external content solutions is either Link or File.

Whenever a technician or agent uses external content to resolve a service order or case, the system creates a solution type of Link or File in the background to represent it.

Adding Resolution Notes and Attachments

Access the Resolution Notes page (click the Add Resolution Note or Attachment button on the Solutions Detail page (in attempted solutions mode).

Resolution notes created on this page are intermingled with notes on the Notes pages in PeopleSoft Integrated FieldService, PeopleSoft Support, PeopleSoft HelpDesk, and PeopleSoft HelpDesk for Human Resources.

PeopleSoft CRM provides a similar interface for working with notes and attachments across all the components that use this functionality. You can access resolution notes from the Attempted Solutions grid and the Notes page.