Solution Advisor
A properly deployed knowledge base will provide a mechanism to share the most up-to-date answers and information across the enterprise by organizing small and desperate bits of information. This information can then be delivered to customers in the form of solutions to the issues they report. Solution Advisor is a knowledge base application that assembles and classifies a wealth of product-specific information. The 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 issue. Solution Advisor provides these benefits:
Ability to capture and share expertise.
Quicker agent ramp up time and reduced time to agent productivity.
Quicker access to relevant solutions.
Information that is available to all agents to access and use.
"Level Zero" support, which enables customers to search for their own solutions
Ability to evaluate the solution repository and make inactive those solutions that have become obsolete.
You can use either Solution Advisor or Failure Analysis, but not both programs.