Solutions Management

Quickly look up and use Solutions from many areas of the Customer Care system. Solutions can be categorized and quickly browsed or searched for by any keyword. QueWeb users can use file attachments to be included in Solutions in order to provide a document, manual, image or a simple screenshot to resolve the issue more efficiently. Solutions can linked to Tickets, Customers, Organizations, Products, and Defects. Customer Portal users can see only relevant Solutions. Each Solution undergoes its own lifecycle: designated workgroups can review, approve and publish Solutions; as their predefined life cycle expires Solutions can be automatically retired and re-submitted for Review and Publication again.