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Configuring Troubleshooting Guide

To configure troubleshooting guides, use the Troubleshooting Guide (RBT_TGUIDE_SETUP) and Solution Library Setup (RC_SOLN_LIB_SETUP) components.

This topic discusses how to configure troubleshooting guides.

Page Name

Definition Name

Usage

Troubleshooting Guide Page

RBT_TGUIDE_SETUP

Identify troubleshooting guide scripts that customers can access through self-service applications.

Solution - Libraries Page

RC_SOLN_LIBRARY

Create solution libraries.

Use the Troubleshooting Guide page (RBT_TGUIDE_SETUP) to identify troubleshooting guide scripts that customers can access through self-service applications.

Navigation

select Set Up CRM, then select Product Related, then select Call Center, then select Self-Service Configuration, then select Troubleshooting Guide Setup, then select Troubleshooting Guide

Image: Troubleshooting Guide page

This example illustrates the fields and controls on the Troubleshooting Guide page.

Troubleshooting Guide page

Field or Control

Definition
Script ID

Select the script to run when the self-service application user selects the solution library.

Because each library is associated with a single script, you must create additional libraries for each script that you want to make available to self-service application users on the Customer Care - Troubleshooting Guide page.

Use the Solution - Libraries page (RC_SOLN_LIBRARY) to create solution libraries.

Navigation

select Solutions, then select Search Solutions, then select Libraries

Image: Solution - Libraries page

This example illustrates the fields and controls on the Solution - Libraries page.

Solution Libraries page

Select the External FAQ check box to make the solution available to self-service users as a Frequently Asked Question.

Solution libraries are set up in a similar manner across many PeopleSoft CRM applications.