Managing Solutions

This chapter provides an overview of solutions and discusses how to:

Create solutions.
Relate solutions automatically.
Update solution usage counts and linkages.
Merge similar solutions.

Understanding Solutions

Solutions are resolutions to problems. A well-established set of predefined solutions for common problems helps resolve customer problems quickly and efficiently.

This section discusses:

Solution creation.
Solution deactivation.
Solution use in PeopleSoft CRM applications.
Solution usage counts and linkages.

Solution Creation

Solutions can be created manually or by merging solutions. You can create solutions:

When a user creates an new text resolution for a case.

Within PeopleSoft call center applications and PeopleSoft FieldService users can use solutions to explain how problems were resolved for cases and service orders. When this occurs, the system uses the text to create a new solution of type Adhoc. Using PeopleSoft ERMS (email response management system) users can also attach solutions to emails in a way that's similar to the method users would use to attach solutions to cases and service orders. In PeopleSoft Quality users can only search solutions. They may not attempt or associate them to defects.
When a self-service user closes a call center case using a predefined reason.

If you do not associate solutions with the case closure reasons that you create, then the first time a self-service user closes a case using one of the predefined reasons, the system uses the reason description to create a new solution of type of Canned. The system associates this solution with the reason.

The only way to edit a solution is through the Solution component.

Solution Deactivation

Over time, even a well-managed solution set can end up with similar or duplicate solutions.

You deactivate a solution by giving it an expiration date. When you run the Update Solution Usage Counts process, the system sets the solution status to Expired in all solutions with dates passed the expiration dates.

You can associate an expired solution with a replacement solution. This is useful for solutions that explain a problem or suggest a temporary fix without resolving the problem. When a true solution becomes available, you can give the temporary solution an expiration date and cross-reference the new solution.

The ability to give a solution an expiration date is particularly important in call center applications. This is because there may be cases associated with a solution, and deleting or modifying the original solution compromises the data integrity. (Expired solutions that are associated with cases are still accessible from those cases, but they are no longer found by the solution search process.)

When you merge solutions, you create a master solution that supersedes one or more similar solutions. The status of the superseded solutions changes to Superseded, and the superseded solutions cross-reference the new master solution.

Solution Use in PeopleSoft CRM Applications

Solutions can apply to problems tracked through service orders, call center cases, defects and resolutions, and email. Field service technicians and call center agents use solutions differently.

Using Solutions in PeopleSoft Integrated FieldService

PeopleSoft Integrated FieldService users may view existing solutions from service orders and add new ones as they resolve problems. PeopleSoft Integrated FieldService tracks which solutions are used for specific service orders. Field service technicians can both view solutions and enter new ones.

Using Solutions in PeopleSoft Call Center Applications

PeopleSoft Support, PeopleSoft HelpDesk, and PeopleSoft HelpDesk for Human Resources users can relate solutions to cases.

PeopleSoft call center applications track not only the final solution to a case, but also failed solutions and other solutions considered. By tracking solution usage, you capture valuable information about your solution set.

Call center applications track solution usage by associating solutions to cases and using the solution Status field to indicate whether the solution solved the case. The interface is different in the agent-facing case page and the self-service case page, but the underlying data structures are the same for all users.

Using Solutions in PeopleSoft Quality Management

PeopleSoft Quality Management enable you to track both the final solution (the one that resolved the caller's problem) and other solutions that were considered. By tracking all solution usage, you capture valuable information about the effectiveness of your solution set.

Using Solutions

Both field service technicians and call center users (agents and self-service users) can search for solutions using the Solutions page. Solutions for cases, service orders, and email provides search functionality, including the ability to associate a solution with the case, service order or email from which the search originated.

When you use Solutions page to search for solutions, search results are ranked by relevance. Relevance scores range from 1 to 100, with 100 representing the highest relevance.

In addition PeopleSoft provides a suggested solutions functionality which used Natural Language Processing (NLP). This is done using a third-party software application called Banter. NLP enables PeopleSoft CRM applications to automate certain business tasks by running concept-based content analysis on information it receives and providing appropriate suggestions that can be used to drive business processes.

Over time the knowledge base matures with numerous established categories. The system associates each category with a significant number of concepts. When NLP receives a request to suggest a solution to solve a case or service order it:

Extracts concepts from the case.
Scans the knowledge base for categories (solutions) that have matching concepts.
Sends the solutions back to the case or service order as suggestions.

A solution's relevance score is calculated based on how well the search criteria match the solution. The search index template for solutions determines which fields are searched to determine if there is a match.

Call center agents have additional ways of finding solutions for a case. They can or access the Solutions page and then

Search the solutions on the Frequently Used Solutions page by product, by error code, or by category, type, and detail.
Search for solutions on the FAQ (frequently asked questions) page.
Search for solutions on the Suggested Solutions page

Note. Suggested Solutions requires an additional purchase of Banter's NLP application.

Setting Up Search Collections

Working with My Service Orders

Using Solutions

Managing Cases

Solution Usage Counts and Linkages

Because PeopleSoft call center and field service applications enable you to track the application of a solution to cases and service orders, the system can track resolution-related metrics for each solution.

This table describes the resolution metrics that are tracked:

Number	Description
Solved count	Indicates how many cases or service orders the solution has resolved. This number is informational only; Solution Advisor displays this number to help you determine a solution's potential. This number increases by one every time that you set a solution status to Successful Resolution. The number decreases by one if you change the status of a solution formerly designated as successful.
Usage count	Indicates how many cases or service orders that the solution has been associated with, regardless of whether the solution was successful. This number is a minor factor in determining the relevance score when you use Solution Advisor to search for solutions. This number increases by one every time that you associate the solution with a case or service order. The number decreases by one if you change the solution status to Withdrawn.
Usage count by product	Indicates how many times the solution resolved cases or service orders for the products that are associated with the solution (these products are listed on the Related Actions page in the Solution component). This number is used to determine which solutions appear on the Frequently Used Solutions page.
Usage count by error	Works like usage count by product, but is based on the error message recorded for a case rather than on the product recorded for a case. This usage count pertains to the Frequently Used Solutions page and is used the same way that it is used for products.
Usage count by category/type/detail	Works like usage count by product, but is based on the category, type, and details recorded for a case rather than on the product recorded for a case. This usage count pertains to the Frequently Used Solutions page and is used the same way that it is used for category, type, and details.

The system normally maintains the solved count and the (overall) usage count by increasing and decreasing the values as you work with solutions. But you can reset the counts based using either a specified date range or all dates. To do this, run the Update Solution Usage Counts process. This process is also the only mechanism for updating the usage count by product, error, or category/type/detail.

Creating Solutions

To define solutions, use the Solution (RC_SOLUTION) component.

This section discusses how to:

Define solutions.
Track notes and attachments.
Identify secondary solution libraries.
Manage relationships with cases, products, errors, and other solutions.
Manage relationships with service orders, products and other solutions.
Relate solutions.
View solution history.

Pages Used to Create Solutions

Page Name	Object Name	Navigation	Usage
Solution	RC_SOLN_DETAILS	Solutions, Solution, Solution	Create and deactivate solutions.
Solution - Notes	RC_SOLN_NOTES	Solutions, Solution, Notes	Add notes or attachments.
Solution - Libraries	RC_SOLN_LIBRARY	Solutions, Solution, Libraries	Identify libraries to which the solution belongs. When users search for solutions using Solution Advisor, they can choose which libraries to search.
Solution - Case Related Actions	RC_SOLN_SIMILAR	Solutions, Solution, Case Related Actions	Review the solutions, cases, products, and errors, and category/type/detail that are related to this solution, and create relationships with other solutions and products.
Solution - Service Order Related Actions	RF_SOLN_SIMILAR	Solutions, Solution, Service Order Related Actions	Review the solutions, service orders, and products that are related to this solution, and create relationships with other solutions and products.
Relate Existing Solution	RC_SOLREL_TYPE_SEC	Click the Relate an Existing Solution button on the Case Related Actions page.	Identify a related solution and the relationship type. Note. This page is used for the both the case and service order related actions.
Solution - History	RC_SOLN_HISTORY	Solutions, Solution, History	Review a history of important events in the life of the solution.
Solution Summary	RC_SOLN_SUMMARY	Click the Summary link on the Solution page.	View solution summary information for the current solution.
Solution Summary	RC_SOLN_SUMMARY_RL	Click the solution ID for a related solution on the Solution - Related Actions page.	View solution summary information for a solution related to the current solution.

Defining Solutions

Access the Solution page.

Solved Count and Usage Count

Displays the number of cases that the solution is associated with and the number of cases that the solution successfully resolved. These numbers are updated when you run the Update Solution Usage Counts process.

Type

Normally, select either Standard or Workaround.

Solutions created when agents enter an independent text resolution are given the type Adhoc. You can convert these to standard solutions by changing the type.

Solutions created when a agent or technician uses external content to resolve a service order are given a solution of type of Link.

Solutions created when self-service users choose predefined case closure reasons are given the type of Canned.

Library

Select the solution's primary library. This library is considered the solution's owning library. Libraries are defined on the Solution Library Setup page. The case Solution Advisor searches solutions by library.

Status

Select from:

Active: The solution is approved and available to users.

Draft: The solution is not yet approved. Unless you modify the delivered search index templates, the search collection does not include draft solutions. Therefore, these solutions are not accessible through Solution Advisor. However, they are still accessible using the solution ID prompt in the resolution region of the Case page.

Expired: The solution is no longer valid as of the expired or superseded date.

Superseded: The solution is no longer valid because another solution has replaced it.

Include in F.A.Q. (include in frequently asked questions)

Selecting this check box makes the solution available on the FAQ tab on the agent facing Case page. It is not used in the self-service FAQ functionality. The self-service FAQ set up is discussed in the section on secondary libraries.

See Identifying Secondary Solution Libraries.

Visibility

Select All if self-service users are allowed to view this solution. Select Internal to prevent self-service users from using this solution.

Summary

This page has both a link and an enterable field called Summary. To view the Solution Summary page, click the link. Use the enterable field to enter a short description of the solution.

Superseded By

When the solution status is Superseded, identify the replacement solution in this field.

Selecting a replacement solution automatically sets the status to Superseded. Selecting a status other than Superseded clears the Superseded By field.

When you merge solutions using the Merge Similar Solutions page, the system sets the status to Superseded and identifies the replacement solution automatically.

Expired or Superseded Date

Enter the date the status was set to either Expired or Superseded.

As delivered, the search index templates for solutions exclude solutions with an expired or superseded date after the collection build date. Therefore, these solutions are not accessible through Solution Advisor. However, they are still accessible using the solution ID prompt in the resolution region of the Case page.

Keywords

Enter search keywords or a phrase for the solution.

Symptoms

Enter a description of the problem that the solution addresses.

Details

Enter the full explanation of how to solve the problem.

See Also

Setting Up Solution Management

Tracking Notes and Attachments

Access the Solution - Notes page.

The Solution - Notes page uses the standard PeopleSoft CRM interface for working with notes and attachments.

Attachments are visible on solution summary pages, including self-service pages. Therefore, you would normally want all attachments (especially those with visibility of All) to be files that a caller uses when applying the solution: for example, DLL files or BAT files that fix software problems.

See Also

Working with Notes and Attachments

Identifying Secondary Solution Libraries

Access the Solution - Libraries page.

Libraries are only applicable to call center applications.

Solution Library Defaults

If the primary library, which appears on the Solution page, is associated with any secondary libraries, those secondary libraries are listed in this grid. If FAQ appears, then the solution's primary library (and therefore the solution, if its visibility is set to All) is visible to customers in the self-service Frequently Accessed Questions page.

Select secondary libraries to associate with the current solution. Secondary library association do not affect searching or the availability of the solution as a FAQ. The only reason to give solutions secondary associations with libraries is if your organization designs administrative processes or reports based on secondary associations.

See Also

Configuring Self-Service Applications

Working with Self-Service Application Transactions

Managing Relationships with Cases, Products, Errors, and Other Solutions

Access the Solution - Case Related Actions page.

Click the links at the top of the page to see different types of related actions in the grid.

See Also

Relating Solutions Automatically

Updating Solution Usage Counts and Linkages

Understanding Case, Service Order, and Defect Resolution

Managing Relationships with Service Orders, Products, and Other Solutions

Access the Solution - Service Order Related Actions page.

Click the links at the top of the page to see different types of related actions in the grid.

Relating Solutions

Access the Relate Existing Solution page.

Solution ID

Select the solution to relate to the current solution.

Solution Relationship Type

Select from the values established on the Solution Relationship Type page.

OK

Click this button to establish the relationship and return to the Solution - Related Actions page.

See Also

Defining Solution Relationship Types

Viewing Solution History

Access the Solution - History page.

Policy Name

Displays the name of the policy that caused the history item to be logged. This information is usually recorded after the solution is saved.

Note. The components present in Active Analytics Framework (AAF) are used to build policies. The information that appears on this page is triggered after the solution is saved.

Action Taken

Displays the name of the event. The description of the action comes from the description of the event established in the Event Definition page used to set up active analytics framework.

Changed By

The person who made the change that triggered the event.

Configuring Actions in Policies

Relating Solutions Automatically

Create solution relationships automatically by running the Related Solutions process.

Page Used to Relate Solutions Automatically

Page Name	Object Name	Navigation	Usage
Update Related Solutions	RC_REL_SOL_RUN	Solutions, Update Related Solutions, Update Related Solutions	Run the Related Solutions (RC_RELA_SOL) process, which loops through every solution in the system. For each iteration of the search, the system creates relationships of type Similar between the base solution and similar solutions.

Creating Solution Relationships

Access the Update Related Solutions page.

Score

Enter a score. When the system searches for similar solutions, solutions with a relevance score at or above the level that you specify here are considered a match.

Rows to return

Enter the maximum number of solutions returned by the search process, and therefore the maximum number of solutions that will be related to the base solution.

All

Select to search all solutions.

From and Through Date

Select From and enter from and through dates to limit search results to solutions created during the specified date range.

See Also

Using PeopleSoft Applications PeopleBook

PeopleSoft Process Scheduler PeopleBook

Updating Solution Usage Counts and Linkages

Update usage counts using the Update Solution Usage Counts process.

Page Used to Update Solution Usage Counts and Linkages

Page Name	Object Name	Navigation	Usage
Update Solution Usage Counts	RC_SOLN_RUN_CNTL	Solutions, Update Solution Usage Counts, Update Solution Usage Counts	Run the RC_SOLN_USAG Application Engine process, which updates the solved count, usage count, and usage count by product for all solutions in the database.

Updating Usage Counts

Access the Update Solution Usage Counts page.

Running this process updates the usage counts that you select. It also updates the solution status to Expired for solutions that have had an expiration date in the past.

Solution Usage Counts

Solution Usage Counts	Select to update usage counts and the solved counts.
Solution Usage by Product	Select to update solution counts by product. The process does not affect existing product relationships where the link source is MAN.
Solution Usage by Error	Select to update solution counts by error message. The process does not affect existing error relationships where the link source is MAN.
Update Solution Usage by C/T/D (update solution usage count by category/type/detail)	Select to update solution counts by category, specialty type, and detail.

Create Solution Linkages

Link Solution Products

Select to update the related products list for all solutions. The system creates relationships between cases and the products in the cases that the solution solved.

Solution Error Link

Select to update the related errors list for all solutions. The system creates relationships between cases and the errors in the cases that the solution solved.

Solution Cat/Typ/Det Link (solution category/type/detail link)

Select to update the related categories, types, and details lists for all solutions. The system creates relationships between cases and the category/type/details combination in the cases that the solution solved.

Category/type/details counts are based on unique combinations of all three fields.

Effected Dates

These fields affect solution usage counts, not solution linkages.

All	Select to count every use of the solution.
From and Through	Select to count solution usage during a particular date range. If you select this option, specify the date range.

See Also

Using PeopleSoft Applications PeopleBook

PeopleSoft Process Scheduler PeopleBook

Merging Similar Solutions

This section discusses how to:

Search for similar solutions.
Select solutions to merge.
Perform the merge.
Search for solutions.

Pages Used to Merge Similar Solutions

Page Name	Object Name	Navigation	Usage
Merge Similar Solutions	RC_FIND_SIMLR_SOLN	Solutions, Merge Similar Solutions, Merge Similar Solutions	Search for solutions similar to a solution that you identify.
Merge Similar Solutions - Search Results	RC_FIND_SSOLN_RSLT	Click the Search Similar Solutions button on the Merge Similar Solutions page.	Review search results and select solutions to merge.
Merge Similar Solutions - Select Master Solution	RC_FND_SELECTMASTR	Click the Merge Solutions button on the Merge Similar Solutions - Search Results page.	Select a solution to use as the master solution and complete the merge.
Solutions Search	RB_SOLUTION_SEARCH	Solutions, Solutions Search, Solutions Search, Advanced Search	Search for solutions based on the content of an existing solution.

Searching for Similar Solutions

Access the Merge Similar Solutions page.

SetID

Select the setID of the solutions to be merged.

Solution ID

Select the solution that you want to use to search for similar solutions.

Include Solution Description

Select to search for similar solutions based on the description of the solution that you've identified. The system searches all the fields in the search collection.

Include Symptoms

Select to search for similar solutions based on the symptoms that you entered in the Solution Summary page for the solution that you've identified. The system searches all the fields in the search collection.

Search Similar Solutions

Click to initiate the search for similar solutions. Results appear on the Merge Similar Solutions - Search Results page.

See Also

Knowledge Management

Selecting Solutions to Merge

Access the Merge Similar Solutions - Search Results page.

Select

Select to identify the solutions to merge. Use the Select All and Clear All links as data entry shortcuts.

Score

Displays the relevance score calculated by Verity, which indicates how closely the solution matches the solution that you started with.

Merge Solutions

After you've selected the solutions to be merged, click to continue the merging process. The selected solutions appear on the Merge Similar Solutions - Select Master Solution page, where you can select one solution as the master solution and complete the merge.

Return to Search

Click to return to the Merge Similar Solutions page.

Performing the Merge

Access the Merge Similar Solutions - Select Master Solution page.

The column headings on this page are identical to those on the Merge Similar Solutions - Search Results page.

Select one of the solutions listed before you click one of these page elements:

Use Selected as Master	Click to merge the solutions using the selected solution as the master solution. Attachments and products associated with the expired solutions are added to the master solution.
Create New Solution	Click to clone the selected solution and merge the solutions using the newly created solution as the master solution. Attachments and products associated with the expired solutions are added to the new master solution.
Return to Search	Click to return to the Merge Similar Solutions page without merging solutions.

When you merge solutions, all solutions other than the new master solution (either the selected solution or its clone) expire as of the date that you perform the merge. Each expired solution identifies the new master as the superseding solution, including the selected solution, if you cloned it to create the new master.

Searching for Solutions

Access the Solutions Search page.

Search Criteria

Use the fields in this group box to enter information about the solution for which you are searching.

Note. For information on the way that the system uses the various fields in this section for solution searching, click the Search Tips link. To display the page to match your personal preference, click the Preferences link.

Use Word Variations	Select either Alternate spellings or Include Synonyms to indicate to the system that you want it to also look for solutions based on different spellings or words that are similar to the ones that you entered.
Rows to Display	Select the number of rows that you want the system to display after you click Search.
More Search Options	Click this link to display a list of check boxes that you can select to search by date and time added, last maintained by, solution description, added by, setID, solution ID, last modified, solution status, and solution summary.

Search Domains

Select the fields that you want the system to use to search for solutions. Before you click Search, however, you must enter the criteria by which you want the system search for the solution in the Search Criteria section at the top of the page.

For example, if you know the ID of the solution for which you were searching, you could enter it in one of the fields in the Search Criteria section and then select the Solution ID check box and click Search to locate the solution.

Or, if you know the date that the solution was last modified, you could enter the date in one of the Search Criteria fields, select the Last Modified check box and then click Search to find the solution.

Search Results

Summary

Click the link under the summary field to go to the Solution page, where you can view the specifics of the solution, including usage counts, solved counts, date created, and so on.

Solved Count and Usage Count	Displays the number of cases that the solution is associated with and the number of cases that the solution successfully resolved. These numbers are updated when you run the Update Solution Usage Counts process.
Type	Normally, select either Standard or Workaround. Solutions created when agents enter an independent text resolution are given the type Adhoc. You can convert these to standard solutions by changing the type. Solutions created when a agent or technician uses external content to resolve a service order are given a solution of type of Link. Solutions created when self-service users choose predefined case closure reasons are given the type of Canned.
Library	Select the solution's primary library. This library is considered the solution's owning library. Libraries are defined on the Solution Library Setup page. The case Solution Advisor searches solutions by library.
Status	Select from: Active: The solution is approved and available to users. Draft: The solution is not yet approved. Unless you modify the delivered search index templates, the search collection does not include draft solutions. Therefore, these solutions are not accessible through Solution Advisor. However, they are still accessible using the solution ID prompt in the resolution region of the Case page. Expired: The solution is no longer valid as of the expired or superseded date. Superseded: The solution is no longer valid because another solution has replaced it.
Include in F.A.Q. (include in frequently asked questions)	Selecting this check box makes the solution available on the FAQ tab on the agent facing Case page. It is not used in the self-service FAQ functionality. The self-service FAQ set up is discussed in the section on secondary libraries. See Identifying Secondary Solution Libraries.
Visibility	Select All if self-service users are allowed to view this solution. Select Internal to prevent self-service users from using this solution.
Summary	This page has both a link and an enterable field called Summary. To view the Solution Summary page, click the link. Use the enterable field to enter a short description of the solution.
Superseded By	When the solution status is Superseded, identify the replacement solution in this field. Selecting a replacement solution automatically sets the status to Superseded. Selecting a status other than Superseded clears the Superseded By field. When you merge solutions using the Merge Similar Solutions page, the system sets the status to Superseded and identifies the replacement solution automatically.
Expired or Superseded Date	Enter the date the status was set to either Expired or Superseded. As delivered, the search index templates for solutions exclude solutions with an expired or superseded date after the collection build date. Therefore, these solutions are not accessible through Solution Advisor. However, they are still accessible using the solution ID prompt in the resolution region of the Case page.
Keywords	Enter search keywords or a phrase for the solution.
Symptoms	Enter a description of the problem that the solution addresses.
Details	Enter the full explanation of how to solve the problem.

Solution ID	Select the solution to relate to the current solution.
Solution Relationship Type	Select from the values established on the Solution Relationship Type page.
OK	Click this button to establish the relationship and return to the Solution - Related Actions page.

Score	Enter a score. When the system searches for similar solutions, solutions with a relevance score at or above the level that you specify here are considered a match.
Rows to return	Enter the maximum number of solutions returned by the search process, and therefore the maximum number of solutions that will be related to the base solution.
All	Select to search all solutions.
From and Through Date	Select From and enter from and through dates to limit search results to solutions created during the specified date range.

SetID	Select the setID of the solutions to be merged.
Solution ID	Select the solution that you want to use to search for similar solutions.
Include Solution Description	Select to search for similar solutions based on the description of the solution that you've identified. The system searches all the fields in the search collection.
Include Symptoms	Select to search for similar solutions based on the symptoms that you entered in the Solution Summary page for the solution that you've identified. The system searches all the fields in the search collection.
Search Similar Solutions	Click to initiate the search for similar solutions. Results appear on the Merge Similar Solutions - Search Results page.

Select	Select to identify the solutions to merge. Use the Select All and Clear All links as data entry shortcuts.
Score	Displays the relevance score calculated by Verity, which indicates how closely the solution matches the solution that you started with.
Merge Solutions	After you've selected the solutions to be merged, click to continue the merging process. The selected solutions appear on the Merge Similar Solutions - Select Master Solution page, where you can select one solution as the master solution and complete the merge.
Return to Search	Click to return to the Merge Similar Solutions page.