Working with Solutions | Online Help - Zoho CRM

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.

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:
  1. Entering data in the solution details form: You can manually fill in the Solution details gathered from various external sources.
  2. Importing solutions from external source: You can gather data through various sources and import the CSV and XLS format files into Zoho CRM.
Note
  1. Some of the standard fields may not be visible or editable depending on your organization's business process.
  2. 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:
  1. Filling in the details in the solution creation form.
  2. Cloning the solution with few changes in the existing record.
Note
  1. By default, the person who creates the solution will own it.
  2. 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

  1. In the Solutions module, click New Solution.
  2. In the Solutions Home page, enter the solution details. (Refer to the table below)
  3. Click Save.

To clone solutions

  1. Click the Solutions tab, click a particular solution that you want to be cloned.
  2. In the Solution Details page, click Clone.
  3. In the Clone Solution page, modify the required solution details. (Refer to the table below)
  4. Click Save.
Note
  1. You can add comments only in the edit mode.
  2. 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:

    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 CRM Training
      Redefine the way you work
      with Zoho Workplace

        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 CRM Training

          Create, share, and deliver

          beautiful slides from anywhere.

          Get Started Now


            Get started with Zoho Sign

            in a few quick steps!

            Download Help Guide





                      Still can't find what you're looking for?

                      Write to us: support@zohoforms.com


                            




                            

                          Zoho Marketing Automation

                            Zoho Sheet Resources

                             




                                Zoho Forms Resources


                                  Secure your business
                                  communication with Zoho Mail


                                  Mail on the move with
                                  Zoho Mail mobile application

                                    Stay on top of your schedule
                                    at all times


                                    Carry your calendar with you
                                    Anytime, anywhere




                                          Zoho Sign Resources

                                            Sign, Paperless!

                                            Sign and send business documents on the go!

                                            Get Started Now


                                                Zoho SalesIQ Resources



                                                    Zoho TeamInbox Resources



                                                            Zoho DataPrep Resources



                                                              Zoho DataPrep Demo

                                                              Get a personalized demo or POC

                                                              REGISTER NOW


                                                                Design. Discuss. Deliver.

                                                                Create visually engaging stories with Zoho Show.

                                                                Get Started Now











                                                                                      • Related Articles

                                                                                      • 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 ...
                                                                                      • Working With Products

                                                                                        Products can be either goods or services, which are sold or procured by your organization. In Zoho CRM, you can manage your company- wide products that are sold to the customers as well as procured from vendors. Both sales and purchasing departments ...
                                                                                      • Working with Tasks

                                                                                        Activities module is split up into Tasks, Calls and Meetings modules. This change will reflect for users who signed up after September 6, 2021. Existing users will have both the Activities module and the individual Tasks, Calls and Meetings modules ...
                                                                                      Wherever you are is as good as
                                                                                      your workplace

                                                                                        Resources

                                                                                        Videos

                                                                                        Watch comprehensive videos on features and other important topics that will help you master Zoho CRM.



                                                                                        eBooks

                                                                                        Download free eBooks and access a range of topics to get deeper insight on successfully using Zoho CRM.



                                                                                        Webinars

                                                                                        Sign up for our webinars and learn the Zoho CRM basics, from customization to sales force automation and more.



                                                                                        CRM Tips

                                                                                        Make the most of Zoho CRM with these useful tips.



                                                                                          Zoho Show Resources