Siebel Field Service Guide > Service Requests and Solutions >

About Solutions

For many new service requests, customer service representatives previously resolved similar problems. To minimize costs and maximize the effectiveness of a service center, an organization can reuse the solutions for previously resolved problems. You can store, organize, associate, and search a knowledge base for resolutions successfully used for similar problems or for published solutions of potential problems.

After you successfully resolve a problem, you can associate the solution with the service request so that the solution information is available if the customer later reopens the service request. Also, you record the solution so that you can resolve similar service requests without extensive research. You might find an existing service request, solution, or resolution document that provides information relevant to another service request that you are investigating, and you can quickly review the information and associate it with your service request.

NOTE:  You can configure full text search of service requests. For more information about configuring the search engine for service requests, see Siebel Search Administration Guide.