Understanding Solution Management Setup
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.
If desired, solutions may also be associated with multiple libraries. As long as a user has access to at least one of the libraries for a particular solution, the solution will be visible to that user.
Access to solution libraries from transactions can be limited by security settings defined for each library. An administrator can restrict library access to users and cases that meet certain criteria. These criteria vary by transaction, and can include user role, agent location, employee location, and customer region.
Note. The following paragraphs describe ways in which access
to solutions is not limited by the security settings defined for their corresponding
library.
Branch scripts that end with a solution are exempt from any further
check to see if users have access to that library. All users will be able
to view these solutions.
Recommended actions that suggest solutions are also exempt from any
checks for solution library access. Recommended actions can be set based on
a quick code, AAF case update action, or AAF suggested action. In all these
cases when a suggested action is a solution, there will be no additional security
applied.
Solution security applies only to the solution search process: search
results will include only solutions in the libraries to which users have access.
This security does not apply to the attempted solutions grid in both the agent
facing case and the self-service case. If a user has access to a case, he
or she may see any solutions that were applied to the case (including those
applied by any other user).
Selecting the Enable Solution Library as FAQ or Troubleshooting Guide in Self Service check box for a particular solution library makes that library available to internal agents using Frequently Asked Questions as well as external customers using the Frequently Asked Questions self-service page. For individual solutions within that library to be accessible for self service users, the solution's External FAQ check box must be selected for the corresponding library. Similarly, individual solutions within a library are accessible to internal agents if the solution's Internal FAQ check box has been selected for the corresponding library.
Note. Self Service FAQ functionality is applicable to Customer Self Service and Employee Self Service for PeopleSoft Support, HelpDesk, HelpDesk for Human Resources, and Service Center for Higher Education 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 four PeopleSoft CRM call center applications (PeopleSoft Support, HelpDesk, HelpDesk for Human Resources, and Service Center for Higher Education), solution functionality is used to search for objects that can help resolve a case.
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.
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
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
Setting Up Solution Management Prompt TablesTo 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 default solution templates.
Define solution libraries.
Note. The Solution History Setup component is no longer in use.
Pages Used to Set Up Solution Management
Prompt Tables|
Page Name |
Definition Name |
Navigation |
Usage |
|
Set Up CRM, Product Related, Solution, Search Group Setup, Search Group Setup |
Define how solutions are displayed on search results grid in Case, Self-Service, Service Order, and Defect page. |
||
|
Set Up CRM, Product Related, Solution, Solution Library, Solution Library |
Create solution libraries. |
||
|
Set Up CRM, Product Related, Solution, Solution Library, Security |
Define solution library security. |
||
|
Set Up CRM, Product Related, Solution, Solution Relationship Type, Solution Relationship Type |
Define how solutions can be related. |
||
|
Set Up CRM, Product Related, Solution, Default Solution Template, Default Solution Template |
Define a default solution template for a SetID. |
Viewing Search Record TypesAccess the Search Group Setup page (Set Up CRM, Product Related, Solution, Search Group Setup, Search Group Setup).
This page is used to configure which fields from the search results are displayed on the solution search results grid. On this page you can also 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. The Field Description is used for displayed field labels.
This page is used for search result display 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 (Set Up CRM, Product Related, Solution, Solution Relationship Type, Solution Relationship Type).
|
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 Default Solution Templates
Access the Default Solution Template page (Set Up CRM, Product Related, Solution, Default Solution Template, Default Solution Template).
|
SetID |
The SetID for which the default solution template will apply. |
|
Template |
Select the default template to be applied to solutions associated with this SetID. |
Defining Solution Libraries
Access the Solution Library page (Set Up CRM, Product Related, Solution, Solution Library, Solution Library).
|
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. |
|
Enable Solution Library as FAQ or Troubleshooting Guide in Self Service |
If the check box is selected, this solution library will be available to external customers using the Frequently Asked Questions page or the Troubleshooting Guide. |
See Also
Configuring Self-Service Applications
Defining Solution Library Security
Access the Security page (Set Up CRM, Product Related, Solution, Solution Library, Security).
Specify the combination of user role, agent location, employee location, and customer region that are required in order to have access to the solution library. If one or more categories are specified, all categories must be met to gain access to the solution library. A category with no conditions listed implies no restriction is imposed based on that category.
Note. The Agent Location, Employee Location, and Customer Region grids are only visible on this page if a relevant PeopleSoft product has been licensed. For example, the Employee Location grid is only visible if the HelpDesk, Self-Service HelpDesk, HR HelpDesk, Service Center for Higher Education, or Self-Service Service Center for Higher Education product has been installed.
Note. Users can choose not to associate a solution to a solution library by leaving the library field blank on the solution definition. Security is not applied to solutions with no library.
User Roles
|
Role Name |
Enter a PeopleSoft security role name to restrict access to this solution library to users with the specified role. An empty row indicates no role limitation is attached to this solution library. |
Agent Location
|
Location Code |
Enter a location code to restrict access to this solution library to agents associated with the specified location. An empty row indicates no agent location limitation is attached to this solution library. An agent's location is specified on the job tab of the worker component. If the agent has more than one job, then all jobs will be considered. A match on location for one job is sufficient to satisfy the agent location condition. |
Employee Location
|
Location Code |
Enter a location code to restrict access to this solution library to employees associated with the specified location. An empty row indicates no employee location limitation is attached to this solution library. An employee's location is specified on the job tab of the worker component. If the employee has more than one job, then all jobs will be considered. A match on location for one job is sufficient to satisfy the employee location condition. |
Customer Region
|
Region ID |
Enter a region ID to restrict access to this solution library to cases whose customers are associated with the specified region. The customer region is retrieved from the customer site address. If no region is specified for the customer site address, or there is no site associated with the case, the contact address region is used. If no contact address region is available, the customer address region is used. If there is no region available for the customer address, no region will be considered for the transaction Note that address definitions may be created without an associated region: if you wish to implement solution security based on customer region, make sure the relevant customer addresses are associated with a region. An empty row indicates no customer region limitation is attached to this solution 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
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