Understanding Solutions

Solutions are records of known resolutions that are created to assist agents or customers with an issue. Each solution record stores a number of attributes designed to help you locate the solution quickly or resolve the issue.

These solution attributes include this information:

• Summary description.

• Detailed description.

• List of symptoms that the solution can resolve.

• Set of key words commonly associated with the issue.

Only solution administrators have permission to manage and maintain the solution knowledge base. They are responsible for creating, updating, deactivating, and approving solutions.

Call center agents can search on and create new solutions when they attempt to resolve a case or work order. Initially, the new solution is specific to a single case or work order. Upon approval, the solution becomes part of the knowledge base, and is available to all agents for case or work order association.

By using customer self service, customers can search for solutions and submit draft solutions. You can then review these draft solutions and add them to the solution library.

See JD Edwards EnterpriseOne Applications Customer Self Service Implementation Guide.