C1 CC Using Solutions to Close and Resolve Cases

C1 CC Using Solutions to Close and Resolve Cases

Document number: 11596

To search for solutions, use any of the four options below, represented as buttons, in the Resolution Information section of the Case page.

Frequently Used Solution

Solution Advisor

Solution ID

Independent Text Solution

For information on closing a resolved case, click here.

Frequently Used Solutions

Click the Frequently Used Solution button to find solutions according to the product associated with the case.
If the system returns a list of related solutions, click the Solution summary link to view a prospective solution.
To use a solution, click the Attempt This Solution button to add it to the Solutions Considered for this Case grid on the Case page.

Click here to go back to the beginning of this document.

Solution Advisor

Solution Advisor is powered by Verity, a third-party search and retrieval tool. The CRM search collection is the complete body of searchable data available to Solution Advisor.

Click the Solution Advisor button to conduct a detailed search according to the summary of the case. You can search through solution libraries that are relevant to the summary.

To search by Keywords, enter into the Search field any key words for which you want to search. The default key words are imported from the case Summary field.

To restrict the search by Solutions:

Select a Restrict by Product option that either Starts with or Equals a product name that you enter.
Search only from selected Solution Libraries.
Click to expand the Solution Libraries section.
Click to select the libraries to search in.
Choose an option from the Match On drop-down field, where All returns solutions containing all of your entered key words, and Any returns solutions that contain any one or more of your entered key words.
Select the most appropriate solutions, and then click the Attempt Selected Solutions button to add the selected solutions to the Solutions Considered for this Case grid.

Click here to go back to the beginning of this document.

Solution ID

Click the Solution ID button and enter the Solution ID. Select the desired initial Status for this solution. If you don't know the Solution ID directly, click the Lookup icon. You can then define the following search parameters:

Product ID
Solution ID
Summary
Library Name

Click the Attempt This Solution button to add it to the Solutions Considered for this Case grid.

Independent Text Solution

Enter text to define the solution. The system uses that text to create a new solution with the type ADHOC. The first 50 characters of the text are used as the solution summary.

Click the Independent Text Solution button.
Enter the solution in the Independent Text Resolution field.
Select the initial Status for this solution.
Click the Attempt This Solution button to add it to the Solutions Considered for this Case grid.

Click here to go back to the beginning of this document.

Closing a Case

When a solution is found to successfully resolve the Case, the solution is called the Resolution.

Select Successful Resolution from the Status drop-down field. The system changes the case status to C-Closed.

If you need to reopen a Case, Select O-Reopened from the Case Status drop-down field. Then click the Resolution Failed button to reopen the case and attempt new solutions.

Click here to go back to the beginning of this document.