Knowledge Manager 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 Knowledge Manager and on your customer-facing 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 Question-Answer articles.
Question-Answer includes the following statement fields.
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 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 |
