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 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 |
FAQ
FAQ solutions are displayed and searched differently than other solutions in ATG Self Service.
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 |
