Setting Up Solution Management

This chapter provides an overview of solution management setup and discusses how to:

• Set up solution management prompt tables.

• Define record-based search index templates.

• Set up solution history tracking.

Understanding Solution Management Setup

Solutions are resolutions to problems. They exist independently from the cases, service orders, defects, and email responses to which they can be applied.

This section discusses:

• Solution relationship types.

• Solution libraries.

• Solution search templates.

• Solution history.

Solution Relationship Types

Solutions can be related to other solutions. You can relate solutions manually or automatically. When you relate solutions, you must qualify the relationship using a solution relationship type. Predefined types are Similar and Duplicate.

Solution relationship types, unlike case relationship types, are never hierarchical. The system uses the same relationship label for both solutions. (That is, if solution A is similar to solution B, then solution B is similar to solution A.)

Solution Libraries

Solution libraries enable you to group solutions into functional areas within a setID. For example, you can create solution libraries for each of your product lines. This level of categorization improves search effectiveness in PeopleSoft call center applications. Solution for cases enables users to choose libraries to include in the search domain. Solution for service orders does not filter solutions based on library.

Secondary Libraries

Libraries can be associated with other, secondary, libraries. When this occurs, solutions in the primary library can be given a secondary association with the secondary libraries. The same library can be a primary library for some solutions and a secondary library for other solutions.

A solution's secondary library associations do not affect processing. Specifically, solutions does not use the solution's secondary library to access the solution. For example, an agent who uses solutions to search library A will find only solutions that have a primary association with library A, not solutions that have a secondary association with it.

The only reason to give solutions secondary associations with libraries is if your organization designs administrative processes or reports based on secondary associations.

FAQ Libraries

The Frequently Asked Questions self-service page gives PeopleSoft Support self-service customers access to solutions whose primary library is set up as a frequently asked question (FAQ) library. To set up a library as an FAQ library, give it a secondary library called FAQ.

For example, if the library called FAQ is a secondary library for libraries X and Y but not for Z, then libraries X and Y appear in the drop-down list box from which customers can select a topic on the Frequently Asked Questions page. Library Z does not.

A customer who selects library X sees all solutions that have a primary association with X, regardless of any secondary associations. However, you can prevent a solution from appearing as an FAQ by setting its visibility to Internal.

Note. Self Service FAQ functionality is applicable to Customer Self Service and Employee Self Service for PeopleSoft Support, HelpDesk, and HelpDesk for Human Resources customers. PeopleSoft Integrated FieldService does not utilize FAQ functionality.

See Also

Configuring Self-Service Applications

Solution Search Templates

PeopleSoft CRM provides multiple versions of solutions. Different versions search different objects. For example, solutions for PeopleSoft Integrated FieldService searches only solutions and service orders, while solutions for cases also searches cases, troubleshooting scripts, defects and fixes.

You can use the solution and error message search collection in various ways. In the three PeopleSoft CRM call center applications (PeopleSoft Support, HelpDesk, and HelpDesk for Human Resources), solution functionality is used to search for objects that can help resolve a case. Search groups determine which objects are searchable in agent-facing and self-service versions of solution searching.

The agent-facing version searches solutions. It also searches cases, troubleshooting scripts, fixes, and defects which can lead the searcher to a solution. The self-service version searches only solutions. Both versions enable users to associate selected solutions with the case from which the solution search was invoked. The self-service version additionally enables self-service users to search for solutions outside the context of a case.

In PeopleSoft Integrated FieldService, the system searches for solutions that are relevant to a service order. PeopleSoft Integrated FieldService does not track solution usage for service orders; search results are informational only.

Like solution searches for cases, the type of object that gets searched (solutions only) is controlled through search group configuration. As delivered, the system searches for solutions for service orders searches only.

Warning! PeopleSoft delivers one predefined search collection for Solutions (SEARCH_SOLUTIONS). Do not change this collection record index as there are codes tied to its record index (RC_SOLPRSRCH_VW). To format search results correctly, the system checks this record index. If you decide to change the record index of the Solutions search collection, you will also need to change the underlying code.

Note. To be searchable, an object must have a search index template that defines the fields included in the search collection. PeopleSoft delivers search index templates for solutions, cases, and troubleshooting scripts.

See Also

Understanding PeopleSoft CRM Searching

Search Index Templates

Template Architecture

Setting Up Search Collections

Solution History

Solutions History is a system-delivered action type. Solutions History logs information into the History Page of the Solution component. This is a solution-specific action and cannot be used for other applications. You can determine which policy caused the history item to be logged since the policy name appears in the history grid. The details can contain terms, which are resolved at runtime. This action is usually invoked after a solution is saved.

The system uses Active Analytics Framework (AAF) to create solution history items. Terms are managed in the AAF data library. They point to disparate pieces of data residing in places like data warehouses, external databases, or operational environments. They are metadata that provide information about the physical data and can be resolved into actual data to be used in PeopleSoft CRM. When users send template-based letters or email, the system merges both static text and resolved data into the template to produce the final correspondence.

See Also

Understanding AAF

Setting Up Solution Management Prompt Tables

To setup solution libraries, use the Solution Library Setup (RC_SOLN_LIB_SETUP) and Solution Relationship Table (RC_SOLN_RLT_TBL) components.

This section discusses how to:

• View search record types.

• Define solution relationship types.

• Define solution libraries.

Note. The Solution History Setup component is no longer in use.

Pages Used to Set Up Solution Management Prompt Tables

Viewing Search Record Types

Access the Search Group Setup page.

This page is used to view search record types based on the search group ID. The search record type description is used to display the record type on the resolution search result. Fields on this page are synced up from the Verity Index Template when the user accesses the page.

This page is used for viewing purposes only. It is not used for Verity search. Search fields are configured from the Verity Search Index Template page.

Defining Solution Relationship Types

Access the Solution Relationship Type page.

Solution Relationship Type	Enter a unique identifier for the relationship type.
Relationship Name and Relationship Description	Enter a short and long description of the relationship. The short description appears on the pages where you establish and review solution relationships.

Defining Solution Libraries

Access the Solution Library Setup page.

Name	Enter a library name. If this library is associated with the library FAQ, then the name you enter is exposed to self-service users in the Customer Care - Frequently Asked Questions page.
Searchable in Solution Advisor	Select to let Solution Advisor users select this library for searching.
Default Libraries Selected	Select if you are adding default libraries to the page.
Solution Library Defaults	A solution is always owned by a single library, but it can also be associated with other secondary libraries. The library defaults is a list of secondary libraries. To set up this library so that it is available for selection in the self-service Frequently Asked Questions page, enter FAQ as a secondary library.

See Also

Configuring Self-Service Applications

Defining Record-Based Search Index Templates

Define search index templates for the PeopleSoft CRM search collection. Use the Search Index Template page to define record-based search index templates and identify record fields to include in the search collection.

The Search Index Template page displays the collection that the search index template is associated with and is used to establish search collections and parameters that are used to build them on the Search Settings page.

Select the fields to include in the collection as searchable fields. When you configure solution search groups, only these fields are available for field-level searching.

See Also

Defining Record-Based Indexes

Setting Up Solution History Tracking

Use AAF to define which events are captured in a solution's history.

See Also

Configuring Actions in Policies

Configuring Case History Actions