Working with Solutions
Over a period of time, direct customer support helps your organization to build a rich knowledge base for future reference. A Knowledge Base in the form of solutions (also called as articles or frequently asked questions) that enables your organization to solve the repetitive problems encountered by customers using limited resources. The Solutions module in association with Cases is very useful for organizations that are mainly focusing on post-sales support, particularly technology and knowledge-based industries.
Availability
Permission Required
Users with permission to View, Create, Edit, and Delete permissions in the Solution module can access the feature.
Users with permission to View, Create, Edit, and Delete permissions in the Solution module can access the feature.
Standard Fields in Solutions
Following are the list of Zoho defined standard fields available in the Solutions module:
| Field Name | Description | Data type | Maximum Limit |
| Solution Number | Displays the case ID after creating a solution | Number | 16 digit |
| Solution Title* | Specify the subject of the solution.This field is mandatory | Text box | Alphanumeric (255) |
| Solution Owner | Select the name of the user to whom the solution is assigned. | Pick list | - |
| Product Name | Select the name of the product to which the solution has to be associated. | Lookup | - |
| Question* | Specify the Question. This field is mandatory | Text box, Alphanumeric | Alphanumeric (255) |
| Answer* | Specify answer or solution for the question. This field is mandatory | Text Area | - |
| Status | Specify the status of the solution. | Pick list | - |
| Created By | Displays the name of the person who first created the solution. | Date/Time format | |
| Last Modified By | Displays the name of the person modified the solution. | Date/Time format | |
| Description | Specify any other details about solution. | Text box | 32000 characters |
| Comments | Specify additional comments about the solution. | Text box | 32000 characters |
Creating Solutions
In Zoho CRM, you can create solutions by:
- Entering data in the solution details form: You can manually fill in the Solution details gathered from various external sources.
- Importing solutions from external source: You can gather data through various sources and import the CSV and XLS format files into Zoho CRM.
Note
- Some of the standard fields may not be visible or editable depending on your organization's business process.
- In case you want to add or modify fields, please contact your System Administrator for more details on the usage of other fields.
Create Solutions Individually
You can create solutions individually by using the following:
- Filling in the details in the solution creation form.
- Cloning the solution with few changes in the existing record.
Note
- By default, the person who creates the solution will own it.
- To change owner, click the Change link in the Solution Owner field from the Solution Details page and select another user.
To create solutions individually
- In the Solutions module, click New Solution.
- In the Solutions Home page, enter the solution details. (Refer to the table below)
- Click Save.
To clone solutions
- Click the Solutions tab, click a particular solution that you want to be cloned.
- In the Solution Details page, click Clone.
- In the Clone Solution page, modify the required solution details. (Refer to the table below)
- Click Save.
Note
- You can add comments only in the edit mode.
- The Add Comment field will not be available while creating the solution.
Attach Documents to the Solution
You can attach additional documents to the solution.
To attach documents
This feature allows you to attach documents, spreadsheets and presentations to the solution. You can attach them in the following ways:
Access your files securely from anywhere
Zoho CRM Training Programs
Learn how to use the best tools for sales force automation and better customer engagement from Zoho's implementation specialists.
Zoho DataPrep Personalized Demo
If you'd like a personalized walk-through of our data preparation tool, please request a demo and we'll be happy to show you how to get the best out of Zoho DataPrep.
- Zoho Workerly Home
- Forums
- Connect With Us:
- Zoho Recruit Home
- Forums
- Connect With Us:
New to Zoho Writer?
Create. Review. Publish.
New to Zoho CRM Plus?
Deliver unforgettable customer experiences
New to Zoho CRM Plus?
Deliver unforgettable customer experiences
New to Zoho Marketing Plus?
Everything you need to run your marketing
New to Zoho Marketing Plus?
Everything you need to run your marketing
You are currently viewing the help pages of Qntrl’s earlier version. Click here to view our latest version—Qntrl 3.0's help articles.
New to Zoho Survey?
Zoho Sheet Resources
Zoho Forms Resources
New to Zoho Sign?
Zoho Sign Resources
Sign, Paperless!
New to Zoho TeamInbox?
Zoho TeamInbox Resources
New to Zoho ZeptoMail?
Design. Discuss. Deliver.
New to Zoho Workerly?
New to Zoho Recruit?
New to Zoho CRM?
New to Zoho Projects?
New to Zoho Sprints?
New to Zoho Assist?
New to Bigin?
Related Articles
Process management solutions working together — A perspective
Overview Process management solutions in Zoho CRM could be broadly categorized under two divisions — Business Process Management and Customer Experience Management. While BPM solves the need for streamlining internal processes, CEM addresses the ...Working with Analytics
Dashboards in CRM are an effective way to view summaries of your sales data. The dashboards created in the Zoho CRM web application can be accessed and shared from the mobile app. To view a dashboard Tap the icon in your Zoho CRM app. Tap Analytics. ...Working with Cases
In the world of Internet, online Customer Support has become an integral part of the organizations' business process. Customer Support is an important activity in all types of product and service industries. In general, case trouble tickets are used ...Working with Invoices
Once the sales stage reaches its final phase you may start working on the payment procedure. In this regard an Invoice plays a vital role, which is important for both Sales and Accounting purposes. An invoice is a bill issued by the vendor to the ...Working with Reports
Zoho CRM reports are the detailed and informative list of records. Each report provides access to important data required for various purposes. In Zoho CRM, standard reports are provided in various modules, which can be either used as it is or ...
New to Zoho LandingPage?
Zoho LandingPage Resources