ServiceGrid Article - Using Solutions
SD.Solution is ServiceGrid solution database (case based knowledge) optimized for service management. The solution database helps the helpdesk agent to reduce the call solving time. It is possible to give end users, access to the solution database, which would give the end user, the ability to make use of the “self-service” zone. SD.Solution provides a set of functions to create, search, and list and to manage solutions.
Using the solution database SD.solution
The functions can be found inside the two modules SD.Call and SD.Solution.
Using SD.solution inside SD.call
When working on a ticket, two major functions of the solution database can be used:
- Search and use existing solutions.
- Create new solutions from the current call.
Search for existing solutions
To search for solutions, follow these steps:
Step 1: Use the “lupe” symbol of a solution field (left frame, CallDetail).
Step 2: Enter a search value in the Search for field for a full text search or click the Advanced button to perform a more specific search.
NOTE: “In categories” (the solution categories) can be used in addtion to narrow the search results.
After a solution was selected, it will show in a SolutioDetail setup. Use one of the provided functions:
- Back to call update – to cancel and switch back to the call detail form.
- Copy text into call – to copy the solution into the current call.
- New search - to start with a new solution search.
- Back to list – to go back to the search results and look for other solutions.
Step 3: Use the function Copy text into call to copy the text of selected solution into the current call.
Step 4: Save the call to save the just added solution text.
Create / submit new solutions
A helpdesk agent can submit the new solution after finding a feasible answer for solving an incident(a problem).
To create or submit new solutions, follow these steps:
Step 1: Click the Specific field button to submit a new solution.
Step 2: Click the Setup drop down to change the form if more are available.
Step 3: Fill in the solution form (SolutionDetail) located in the right frame. Some of the fields will be prefilled using information from the call (Priority, Description, and so on).
Step 4: Click Save to submit or create the new solution.
Based on the customization, newly created solutions will be active or inactive (For example, waiting to be reviewed by the solution editor).
- Active–usable for the helpdesk agents
- Inactive–not useable for the helpdesk agents
To maintain a good solution database, a defined solution editor should be named to review all submitted solutions before they become active.
Functions inside the SD.Solution module
The SD.Solution module offers functions to search, create and manage the knowledge database. Other than the integration into the SD.call module, the full screen can be used when working with solutions. The SD.Solution is primarily meant to create, maintain and manage solutions. It can be also used to search for solutions before a call has been generated.
Here are the list of functions:
The Overview function is a fast way to access different list setups. With the overview, a user can save up to five clicks when a special setup is required. To access a setup, a simple click on the setup name will direct the user to the selected setup. The overview is especially useful when dealing with a lot of setups. All the available user setups will be listed as a tree view. Related setups are combined within the folders (For example, Solutions, Search, and so on).
Setups names marked with an “*” in the beginning, are standard setups provided and maintained by Cisco. Standard Setups can be switched on or off.
The Solutions function lists all available solutions. Different list can be used by creating customized setup. Those customized solution lists help to tailor the shown solutions according to the customer needs. Furthermore filters (default values) can be set to list only a selection of the available solutions (content).
Different lists can be provided for every PermissionGroups. Setups marked with an “*”, are standard setups provided and maintained by Cisco. When available, use the “Setup” drop down box to change the list view. Use the search and filter fields to find solutions.
The Search function is used to search the solutions database. Other than the search engine inside SD.Call, the “Search” inside SD.solution can be used to search, select and edit/review existing solutions.
Three methods of searching for solutions are provided:
- Perform a full text search by entering search words into the field “Search for”.
- Use the category trees to narrow the results.
- Both of the above methods can also be used for searching. Use the Advanced button to search to receive a detailed search form (to search inside specific fields only).
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