Solutions
Solution Advisor, an additional software application that is used with cases, is a knowledge base application that assembles and classifies customer-specific information. Solution information is accessible by customers, as well as service and support agents, all of whom have the ability to search the knowledge base for an appropriate solution to a specific case or work order.
When you enter or review a case, you can access and assign solutions using the Solutions tab in the Case Revisions program. The Solutions application enables you to:
Review the attempted solutions.
Review the frequently used solutions.
Search for solutions.
Email solutions to the customer.
Create a new solution that could be added to the Solution repository.
If you are not using Solution Advisor, you can set up and use the failure analysis module, a database that enables you to associate failures, analyses, and resolutions with cases and work orders.