ServiceGrid Article - SD.Solutions

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Contents

Overview

The solutions database is designed to follow the requirments of service desk organization helping the service desk agent to reduce call solving time. It is also possible to give end users access to the solution database.

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SD.Solutions Use Cases

Administrator

  • Support the service desk agent with prepared solutions to reduce call solving time.
  • Enhance the first level solution rate.
  • Provide structured solutions (e.g. error codes, typical failures) for the service desk.
  • Provide end users access to failure/solution descriptions.
  • Provide prepared standard solutions to the end users.

Workflow User

  • Lookup solutions for a service call.
  • Store new solutions found by the support engineers directly in the solution database.
  • Use prepared standard failure descriptions and solutions to open a new call.
  • Use prepared standard solutions in different languages. [[|]]

SD.Solutions Functions

Functions for users - SD Solutions Usage

  • Search for existing solutions from a service call using full text search oder structured search .
  • Create / submit new solutions from a service call .
  • Open new service calls by selecting failure description and solution.
  • Search solutions in the SD.solutions module
  • List solutions in the SD.solutions module

Functions for administrators - SD Solutions Setup

  • Customize permissions for the SD Solution functions.
  • Create setups for the solution list in the SD solutions module.
  • Create setups for the solution detail from in the SD solutions module.
  • Create setups for the solution search list in SD.Call.
  • Create setups for the solution detail from in SD.Call.
  • Manage solution types.
  • Manage solution status.
  • Integrate SD.Solution inside SD.Call.
  • Upload and download solution records.

SD.Solutions - Important Features

  • The solution database is integrated into two modules of the ServiceGrid application: SD.Call and SD.Solutions.
  • Within SD.Call, the SD.Solutions functions are used to lookup solutions for a certain service case using full text search or structured search. Additionally, a new solution can be created in the solutions database from within a certain service call.
  • The SD.Solutions module itself is used by the administrator or solution editor to manage existing solutions or to create or upload new solutions.
  • SD.Solutions is designed as a “case-based” solution database, that means that a solution is defined by a problem or diagnosis and a solution description.
  • The data of every solution record is structured into three parts:
    • Unstructured data: Unstructured data is information which cannot be categorized, like problem description, diagnosis (“the reason”), solution (internal, external).
    • Structured data: Structured data helps to categorize solutions. These categories can be used to search the solution database and to narrow the search results as ProblemType, FailureType, Manufacturer, Type, Category1-5, …
    • Administrative data: Administrative data helps to administrate solutions. For example, “weight” is used to indicate the importance of a solution, every time a solution gets selected the weight is increased by one.
  • The solutions data objects are referred to one company only. Solutions are directly referred to the Company and therefore will be available to all organizations of the company which have access to the solution database (SD.Solutions).


For a complete list of Cisco ServiceGrid Articles, go to the List of Articles page.



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