Understanding Solutions
This chapter provides an overview of solutions and discusses how to:
Create solutions.
Relate solutions automatically.
Update solution usage counts and linkages.
Merge similar solutions.
Understanding Solutions
Solutions are resolutions to problems. A well-established set of predefined solutions for common problems helps resolve customer problems quickly and efficiently.
This section discusses:
Solution creation.
Solution deactivation.
Solution use in PeopleSoft CRM applications.
Solution usage counts and linkages.
Solution Creation
Solutions can be created manually or by merging solutions. You can create solutions:
When a user creates a new text resolution for a case.
Within PeopleSoft call center applications and PeopleSoft Integrated FieldService users can use solutions to explain how problems were resolved for cases and service orders. When this occurs, the system uses the text to create a new solution of type Adhoc. Using PeopleSoft Email Response Management System (ERMS) users can also attach solutions to emails in a way that's similar to the method users would use to attach solutions to cases and service orders. In quality management, users can search and associate solutions to defects.
When a self-service user closes a call center case using a predefined reason.
If you do not associate solutions with the case closure reasons that you create, then the first time a self-service user closes a case using one of the predefined reasons, the system uses the reason description to create a new solution of type of Canned. The system associates this solution with the reason.
The only way to edit a solution is through the Solution component.
See Also
Associating Solutions with Reasons for Closing Cases
Solution Deactivation
Over time, even a well-managed solution set can end up with similar or duplicate solutions.
You deactivate a solution by giving it an expiration date. When you run the Update Solution Usage Counts process, the system sets the solution status to Expired in all solutions with dates passed the expiration dates.
You can associate an expired solution with a replacement solution. This is useful for solutions that explain a problem or suggest a temporary fix without resolving the problem. When a true solution becomes available, you can give the temporary solution an expiration date and cross-reference the new solution.
The ability to give a solution an expiration date is particularly important in call center applications. This is because there may be cases associated with a solution, and deleting or modifying the original solution compromises the data integrity. (Expired solutions that are associated with cases are still accessible from those cases, but they are no longer found by the solution search process.)
When you merge solutions, you create a master solution that supersedes one or more similar solutions. The status of the superseded solutions changes to Superseded, and the superseded solutions cross-reference the new master solution.
Solution Use in PeopleSoft CRM Applications
Solutions can apply to problems tracked through service orders, call center cases, defects and resolutions, and email. Field service technicians and call center agents use solutions differently.
Using Solutions in PeopleSoft Integrated FieldService
PeopleSoft Integrated FieldService users may view existing solutions from service orders and add new ones as they resolve problems. PeopleSoft Integrated FieldService tracks which solutions are used for specific service orders. Field service technicians can both view solutions and enter new ones.
Using Solutions in PeopleSoft Call Center Applications
PeopleSoft Support, PeopleSoft HelpDesk, PeopleSoft HelpDesk for Human Resources, and Service Center for Higher Education users can relate solutions to cases.
PeopleSoft call center applications track not only the final solution to a case, but also failed solutions and other solutions considered. By tracking solution usage, you capture valuable information about your solution set.
Call center applications track solution usage by associating solutions to cases and using the solution Status field to indicate whether the solution solved the case. The interface is different in the agent-facing case page and the self-service case page, but the underlying data structures are the same for all users.
Using Solutions in Quality Management
Quality management enable you to track both the final solution (the one that resolved the caller's problem) and other solutions that were considered. By tracking all solution usage, you capture valuable information about the effectiveness of your solution set.
Using Solutions in ERMS
In PeopleSoft ERMS, agents can search for solutions to help resolve customer issues on the email workspace. Additionally, the system uses solutions that are added to the proposed list as the criterion to search for templates that can apply to the email response.
Using Solutions
Both field service technicians and call center users (agents and self-service users) can search for solutions using the Solutions page. Solutions for cases, service orders, and email provides search functionality, including the ability to associate a solution with the case, service order or email from which the search originated.
When you use Solutions page to search for solutions, search results are ranked by relevance. Relevance scores range from 1 to 100, with 100 representing the highest relevance.
A solution's relevance score is calculated based on how well the search criteria match the solution. The search index template for solutions determines which fields are searched to determine if there is a match.
Call center agents have additional ways of finding solutions for a case. They can or access the Solutions page and:
Search the solutions on the Frequently Used Solutions page by product, by error code, or by category, type, and detail.
Search for solutions on the FAQ (frequently asked questions) page.
See Also
Working with My Service Orders
Solution Usage Counts and Linkages
Because PeopleSoft call center and field service applications enable you to track the application of a solution to cases and service orders, the system can track resolution-related metrics for each solution.
This table describes the resolution metrics that are tracked:
|
Number |
Description |
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Indicates how many cases or service orders the solution has resolved. This number is informational only; Solution Advisor displays this number to help you determine a solution's potential. This number increases by one every time that you set a solution status to Successful Resolution. The number decreases by one if you change the status of a solution formerly designated as successful. |
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Indicates how many cases or service orders that the solution has been associated with, regardless of whether the solution was successful. This number is a minor factor in determining the relevance score when you use Solution Advisor to search for solutions. This number increases by one every time that you associate the solution with a case or service order. The number decreases by one if you change the solution status to Withdrawn. |
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Indicates how many times the solution resolved cases or service orders for the products that are associated with the solution (these products are listed on the Related Actions page in the Solution component). This number is used to determine which solutions appear on the Frequently Used Solutions page. |
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Works like usage count by product, but is based on the error message recorded for a case rather than on the product recorded for a case. This usage count pertains to the Frequently Used Solutions page and is used the same way that it is used for products. |
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Works like usage count by product, but is based on the category, type, and details recorded for a case rather than on the product recorded for a case. This usage count pertains to the Frequently Used Solutions page and is used the same way that it is used for category, type, and details. |
The system normally maintains the solved count and the (overall) usage count by increasing and decreasing the values as you work with solutions. But you can reset the counts based using either a specified date range or all dates. To do this, run the Update Solution Usage Counts process. This process is also the only mechanism for updating the usage count by product, error, or category/type/detail.
Creating Solutions
To define solutions, use the Solution (RC_SOLUTION) component.
This section discusses how to:
Define solutions.
Track notes and attachments.
Identify solution libraries.
Manage relationships with cases, products, errors, and other solutions.
Manage relationships with service orders, products and other solutions.
Relate solutions.
View solution history.
Pages Used to Create Solutions|
Page Name |
Definition Name |
Navigation |
Usage |
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Solutions, Search Solutions, Solution |
Create and deactivate solutions. |
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Solutions, Search Solutions, Notes |
Add notes or attachments. |
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Solutions, Search Solutions, Libraries |
Identify libraries to which the solution belongs. When users search for solutions using Solution Advisor, they can choose which libraries to search. |
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Solutions, Search Solutions, Related Actions |
Review the solutions, cases, products, and errors, and category/type/detail, service orders, and business projects that are related to this solution, and create relationships with other solutions and products. |
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Click the Relate an Existing Solution button on the Case Related Actions page. |
Identify a related solution and the relationship type. Note. This page is used for the both the case and service order related actions. |
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Solutions, Search Solutions, History |
Review a history of important events in the life of the solution. |
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Click the Summary link on the Solution page. |
View solution summary information for the current solution. |
Defining Solutions
Access the Solution page (Solutions, Search Solutions, Solution).
Note. When solutions appear in the Search Results section on the Solution search page initially, they are displayed on the list by solution ID in ascending order. If you click the Solution ID column name to sort solutions in the list, the system reorders them (in ascending or descending order) by solution ID one character at a time. Suppose that there are three solutions in the search result grid and their IDs are 30, 31 and 301054 respectively. If you click the column name to sort them by solution ID in ascending order, they appear in this order: 30, 301054 and 31.
Note. If you change the solution's type, you must rerun the Build Search Collection process to update the solution set. This provides users with accurate search results when trying to locate solutions to problems.
|
Solved Count and Usage Count |
Displays the number of cases that the solution is associated with and the number of cases that the solution successfully resolved. These numbers are updated when you run the Update Solution Usage Counts process. |
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Type |
Normally, select either Standard or Workaround. Solutions created when agents enter an independent text resolution are given the type Adhoc. You can convert these to standard solutions by changing the type. Solutions created when a agent or technician uses external content to resolve a case or service order are given a solution of type of Link. You can't manually create a solution of type of Link. Solutions created when self-service users choose predefined case closure reasons are given the type of Canned. |
|
Preview Solution |
Click to see a preview of the solution in a new browser window. |
|
Status |
Select from: Draft: When a new adhoc solution is added to a case, the system creates a solution behind the scenes with a solution type of Adhoc and a solution status of Draft. Adhoc solutions, however, are not accessible through Solution Advisor. Submitted for Review: When an agent clicks the Submit button on the Resolution Details page, the system changes the solution status from Draft to Submitted for Review. In Review: Managers use this status to indicate that the adhoc solution is being reviewed for approval or denial. Active: The solution is approved and available to agents. Denied: The solution is denied for general use by agents. Expired: The solution is no longer valid as of the expired or superseded date. Superseded: The solution is no longer valid because another solution has replaced it. |
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Visibility |
Select All if self-service users are allowed to view this solution. Select Internal to prevent self-service users from using this solution. Note. Users cannot search for internal solutions through PeopleSoft Self Service applications. If an internal solution is added to an agent facing case, however, it can be viewed from self service once it's added to the case. |
|
Path Detail |
The system displays this field when the type is File or Link. It includes a URL to the website or file where a solution resides. |
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Superseded By |
When the solution status is Superseded, identify the replacement solution in this field. Selecting a replacement solution automatically sets the status to Superseded. Selecting a status other than Superseded clears the Superseded By field. When you merge solutions using the Merge Similar Solutions page, the system sets the status to Superseded and identifies the replacement solution automatically. |
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Expired or Superseded Date |
Enter the date the status was set to either Expired or Superseded. As delivered, the search index templates for solutions exclude solutions with an expired or superseded date after the collection build date. Therefore, these solutions are not accessible through Solution Advisor. |
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Summary |
Enter a short description of the solution. |
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Keywords |
Enter search keywords or a phrase for the solution. |
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Symptoms |
Enter a description of the problem that the solution addresses. |
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Template |
Select a template package to be used for this solution. |
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Apply Template |
Click this button to apply the template package specified in the Template field to the solution. More than one template package can be applied to a solution: each time a template package is selected and applied, it will appear at the top of the solution Details area. |
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Details |
Enter the full explanation of how to solve the problem. |
See Also
Setting Up Solution Management
Tracking Notes and AttachmentsAccess the Solution - Notes page (Solutions, Solution, Notes).
The Solution - Notes page uses the standard PeopleSoft CRM interface for working with notes and attachments.
Attachments are visible on solution summary pages based upon the value of the Attachment Visibility field for the note with which it is associated. If the value of the field is Internal, the attachments are only visible on agent-facing pages: if the value is All, the attachments are also visible in self-service pages.
Regardless of the value of the Attachment Visibility field, solution notes themselves are never visible in self-service pages.
You would normally want attachments to have a visibility of All if they are files that a caller uses when applying the solution: for example, DLL files or BAT files that fix software problems.
See Also
Working with Notes and Attachments
Identifying Solution Libraries
Access the Solution - Libraries page (Solutions, Search Solutions, Libraries).
Libraries are only applicable to call center applications.
|
Library |
Select a library to which you wish to associate this solution |
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Internal FAQ |
Select this check box to make this solution available to agents searching Frequently Asked Questions on cases. |
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External FAQ |
Select this check box to make this solution available to external customers using the self-service Frequently Asked Questions page. |
See Also
Configuring Self-Service Applications
Working with Self-Service Application Transactions
Managing Relationships with Cases, Products,
Errors, Service Orders and Other Solutions
Access the Solution - Related Actions page (Solutions, Search Solutions, Related Actions).
Click the links below the tab to see different types of related actions in the grid.
This grid lists all solutions that are related to the current solution. You can relate solutions manually or create solution relationships by running the Related Solution process.
Click the Relate an Existing Solution button to access the Relate Existing Solutions page. Use this page to establish a relationship between the currently displayed solution and an existing solution.
This information appears for each related solution:
The relationship type.
The solution ID and summary.
Click the solution ID to view the solution summary.
The link source: MAN (manually created) or SYS (system-created).
The date and time the relationship was created.
Note. You cannot relate an existing solution to an adhoc solution.
Case relationships, or issues, are relevant only for call center applications. When you resolve a case, the system adds the newly resolved case to the solution's list of related cases.
This grid lists all cases to which the solution has been applied, regardless of whether the solution solved the case. The system maintains the list of related cases in real-time.
This information appears for each related case:
The case ID and summary.
Click the case ID to transfer to the case.
A resolution status that indicates whether the solution resolved the case.
This grid lists all products for cases that the solution successfully resolved. You can relate products manually or use the Update Solution Usage Counts process to create additional relationships automatically.
This information appears for each related product:
The product ID and description.
A solved count that indicates the number of cases with this product that the solution resolved.
The link source: MAN (manually created) or SYS (system-created).
The date and time the relationship was created.
Errors are relevant only to call center applications. This grid lists all errors for cases that the solution successfully resolved. You cannot add rows of data manually; you must use the Update Solution Usage Counts process to create additional relationships.
This information appears for each related error:
The error ID and error message.
A solved count that indicates the number of cases with this error that the solution resolved.
The link source: MAN (manually created) or SYS (system-created).
Currently, you cannot create manual relationships.
Categories, specialty types, and details are relevant only for call center applications. This grid lists all categories, types, and details for cases that the solution successfully resolved. You can change the specialty types and details listed for the category by selecting new values from the drop-down list boxes for the two fields.
This information appears for each related category/type/detail:
The category, specialty type, and detail.
A solved count that indicates the number of cases with this category/type/detail combination that the solution resolved.
The link source: MAN (manually created) or SYS (system-created).
Currently, you cannot create manual relationships.
Service order relationships are relevant only for PeopleSoft Integrated FieldService applications. When you complete a service order, the system adds the service order to the solution's list of related service orders.
You can set up an AAF policy to launch a business project after a solution is saved for a case or service order. The business project is typically used to send notifications to solution managers or send worklist entries to specific employees. This grid lists all business projects associated with the solution.
This information appears for each business project that is related to the solution:
The business project summary and status.
To access the Business Project Status page, click the View Details\Transfer icon for the Related Business Project.
The date the business project was created and the person who created it
See Also
Relating Solutions Automatically
Updating Solution Usage Counts and Linkages
Understanding Case, Service Order, and Defect Resolution
Relating Solutions
Access the Relate Existing Solution page (click the Relate an Existing Solution button on the Case Related Actions page).
|
Solution ID |
Select the solution to relate to the current solution. |
|
Solution Relationship Type |
Select from the values established on the Solution Relationship Type page. |
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OK |
Click this button to establish the relationship and return to the Solution - Related Actions page. |
See Also
Defining Solution Relationship Types
Viewing Solution History
Access the Solution - History page (Solutions, Search Solutions, History).
|
Policy Name |
Displays the name of the policy that caused the history item to be logged. This information is usually recorded after the solution is saved. Note. The components present in Active Analytics Framework (AAF) are used to build policies. The information that appears on this page is triggered after the solution is saved. |
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Action Taken |
Displays the name of the event. The description of the action comes from the description of the policy established in AAF. |
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Changed By |
The person who made the change that triggered the event. |
See Also
Configuring Actions in Policies
Relating Solutions AutomaticallyThis section discusses how to create solution relationships automatically.
Page Used to Relate Solutions AutomaticallyCreating Solution Relationships
Access the Update Related Solutions page (Solutions, Update Related Solutions, Update Related Solutions).
The RC_RELA_SOL application engine process runs verity search against the summary of all solutions (specified by in the Effective Dates field) that are included in the process. For each matching solution that returns, this similar solution is linked to the base solution as related solution.
Adhoc solutions are excluded from this process.
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Enter a score. When the system searches for similar solutions, solutions with a relevance score at or above the level that you specify here are considered a match. |
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Rows to return |
Enter the maximum number of solutions returned by the search process, and therefore the maximum number of solutions that will be related to the base solution. |
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Effective Dates |
Select All to include all solutions in the process. Select From and Through Dates to enter from and through dates to limit search results to solutions created during the specified date range. |
See Also
PeopleTools 8.52: PeopleSoft Applications User’s Guide
PeopleTools 8.52: PeopleSoft Process Scheduler PeopleBook
Updating Solution Usage Counts and Linkages
Update usage counts using the Update Solution Usage Counts process.
Page Used to Update Solution Usage Counts
and LinkagesUpdating Usage Counts
Access the Update Solution Usage Counts page (Solutions, Update Solution Usage Counts, Update Solution Usage Counts).
Running this process updates the usage counts that you select. It also updates the solution status to Expired for solutions that have had an expiration date in the past.
This process is available to users with the Solution Manager role.
Solution Usage Counts
|
Solution Usage Counts |
Select to update usage counts and the solved counts. |
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Solution Usage by Product |
Select to update solution counts by product. The process does not affect existing product relationships where the link source is MAN. |
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Solution Usage by Error |
Select to update solution counts by error message. The process does not affect existing error relationships where the link source is MAN. |
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Update Solution Usage by C/T/D (update solution usage count by category/type/detail) |
Select to update solution counts by category, specialty type, and detail. |
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Select to update the related products list for all solutions. The system creates relationships between cases and the products in the cases that the solution solved. It also creates relationships between service orders and the products in the service orders that the solution solved. |
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Solution Error Link |
Select to update the related errors list for all solutions. The system creates relationships between cases and the errors in the cases that the solution solved. |
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Solution Cat/Typ/Det Link (solution category/type/detail link) |
Select to update the related categories, types, and details lists for all solutions. The system creates relationships between cases and the category/type/details combination in the cases that the solution solved. Category/type/details counts are based on unique combinations of all three fields. |
Effected Dates
These fields affect solution usage counts, not solution linkages.
|
All |
Select to count every use of the solution. |
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From and Through |
Select to count solution usage during a particular date range. If you select this option, specify the date range. |
See Also
PeopleTools 8.52: PeopleSoft Applications User’s Guide
PeopleTools 8.52: PeopleSoft Process Scheduler PeopleBook
Merging Similar Solutions
This section discusses how to:
Search for similar solutions.
Select solutions to merge.
Perform the merge.
Search for solutions.
Pages Used to Merge Similar Solutions|
Page Name |
Definition Name |
Navigation |
Usage |
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Solutions, Merge Similar Solutions, Merge Similar Solutions |
Search for solutions similar to a solution that you identify. |
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Click the Search Similar Solutions button on the Merge Similar Solutions page. |
Review search results and select solutions to merge. |
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Click the Merge Solutions button on the Merge Similar Solutions - Search Results page. |
Select a solution to use as the master solution and complete the merge. |
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Solutions Search |
Solutions, Keyword Solutions Search, Keyword Solutions Search, then click Advanced Search and More Search Options |
Search for solutions based on the content of an existing solution. |
Searching for Similar Solutions
Access the Merge Similar Solutions page (Solutions, Merge Similar Solutions, Merge Similar Solutions).
|
SetID |
Select the setID of the solutions to be merged. |
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Solution ID |
Select the solution that you want to use to search for similar solutions. |
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Include Solution Description |
Select to search for similar solutions based on the description of the solution that you've identified. The system searches all the fields in the search collection. |
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Include Symptoms |
Select to search for similar solutions based on the symptoms that you entered in the Solution Summary page for the solution that you've identified. The system searches all the fields in the search collection. |
|
Search Similar Solutions |
Click to initiate the search for similar solutions. Results appear on the Merge Similar Solutions - Search Results page. |
See Also
Selecting Solutions to MergeAccess the Merge Similar Solutions - Search Results page (click the Search Similar Solutions button on the Merge Similar Solutions page).
|
Select |
Select to identify the solutions to merge. Use the Select All and Clear All links as data entry shortcuts. |
|
Score |
Displays the relevance score calculated by Verity, which indicates how closely the solution matches the solution that you started with. |
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Merge Solutions |
After you've selected the solutions to be merged, click to continue the merging process. The selected solutions appear on the Merge Similar Solutions - Select Master Solution page, where you can select one solution as the master solution and complete the merge. |
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Return to Search |
Click to return to the Merge Similar Solutions page. |
Performing the MergeAccess the Merge Similar Solutions - Select Master Solution page (click the Merge Solutions button on the Merge Similar Solutions - Search Results page).
The column headings on this page are identical to those on the Merge Similar Solutions - Search Results page.
Select one of the solutions listed before you click one of these page elements:
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Use Selected as Master |
Click to merge the solutions using the selected solution as the master solution. Attachments and products associated with the expired solutions are added to the master solution. |
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Create New Solution |
Click to clone the selected solution and merge the solutions using the newly created solution as the master solution. Attachments and products associated with the expired solutions are added to the new master solution. |
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Return to Search |
Click to return to the Merge Similar Solutions page without merging solutions. |
When you merge solutions, all solutions other than the new master solution (either the selected solution or its clone) expire as of the date that you perform the merge. Each expired solution identifies the new master as the superseding solution, including the selected solution, if you cloned it to create the new master.
Searching for SolutionsAccess the Solutions Search page (Solutions, Keyword Solutions Search, Keyword Solutions Search, then click Advanced Search and More Search Options).
Search Criteria
Use the fields in this group box to enter information about the solution for which you are searching.
Note. For information on the way that the system uses the various fields in this section for solution searching, click the Search Tips link. To display the page to match your personal preference, click the Preferences link.
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Select either Alternate spellings or Include Synonyms to indicate to the system that you want it to also look for solutions based on different spellings or words that are similar to the ones that you entered. |
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Rows to Display |
Select the number of rows that you want the system to display after you click Search. |
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More Search Options |
Click this link to display a list of check boxes that you can select to search by date and time added, last maintained by, solution description, added by, setID, solution ID, last modified, solution status, and solution summary. |
Select the fields that you want the system to use to search for solutions. Before you click Search, however, you must enter the criteria by which you want the system search for the solution in the Search Criteria section at the top of the page.
For example, if you know the ID of the solution for which you were searching, you could enter it in one of the fields in the Search Criteria section and then select the Solution ID check box and click Search to locate the solution.
Or, if you know the date that the solution was last modified, you could enter the date in one of the Search Criteria fields, select the Last Modified check box and then click Search to find the solution.
Search Results
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Summary |
Click the link under the summary field to view more details for the entry. |