ATG Knowledge includes three preconfigured solution classes. Your application administrator may create additional solution classes.
You use solution classes as templates to build content to be displayed in ATG Knowledge and on your customer-facing ATG Self Service implementation. Solution classes include preconfigured fields that you fill in as required when authoring content.
Break-Fix
The Break-Fix solution class is often used in a technical support setting. Its fields include statements for describing symptoms and fixes, among others.
Break-Fix includes the following statement fields, all of which can contain multiple values. These fields are not required.
Field Display Name | Field Type | Indexing |
---|---|---|
Goal | Statement | Searchable |
Fact | Statement | Searchable |
Symptom | Statement | Searchable |
Change | Statement | Searchable |
Cause | Statement | Searchable |
Fix | Statement | Searchable |
Note | Statement | None |
Question-Answer
This solution class represents question and answer articles, including the Question-Answer articles that were supported in ATG Adaptive Customer Assistance.
Question-Answer includes the following statement fields, all of which can contain multiple values. These fields are not required.
Field Display Name | Field Type | Indexing |
---|---|---|
Question | Statement | Searchable |
Answer | Statement | Searchable |
Note | Statement | None |
Properties
Properties display intrinsic information that defines the solution and controls its display, but which is not displayed when the solution is published externally on ATG Self Service.
You can define the following properties for the solution:
topics
owning groups
internal audiences
external audiences
best bet (which determines if the solution is displayed in the special results list “Best Bets” on ATG Self Service)
FAQ
FAQ solutions are displayed and searched differently than other solutions in ATG Self Service.
Note: If no information is added in the Question or Answer section of a FAQ, you will find a question and answer solution that has neither a question nor an answer.
The FAQ solution class contains two statement fields, both of which are searchable:
Field Display Name | Field Type | Indexing |
---|---|---|
Question | Statement | Searchable |
Answer | Statement | Searchable |