Setting Up Solution Management Prompt Tables
To setup solution libraries, use the Solution Library Setup (RC_SOLN_LIB_SETUP) and Solution Relationship Table (RC_SOLN_RLT_TBL) components.
Note: The Solution History Setup component is no longer in use.
|
Page Name |
Definition Name |
Usage |
|---|---|---|
|
Solution Library |
RC_SOLN_LIB_SETUP |
Create solution libraries. |
|
Security Filter Settings |
RC_SOLN_LIB_SECUR |
Define solution library security. |
|
Solution Relationship Type |
RC_SOLN_REL_TYPE |
Define how solutions can be related. |
|
Default Solution Template |
RC_SOLN_TEMPLATE |
Define a default solution template for a SetID. |
|
Content Owner |
RC_SOLN_CONTENT |
Define content owner groups and associated members for solutions. |
|
Review Status page |
RC_REVIEW_STATUS |
Used to setup review status for the solution feedback provided by employees or agents. |
|
Feedback Type page |
RC_REVIEW_TYPE |
Used to configure feedback types. |
|
Configure Solution Approval page |
RC_SOLN_AWE_CNFG |
Used to configure solution approvals. |
Use the Solution Library page (RC_SOLN_LIB_SETUP) to define solution library security.
Navigation:
This example illustrates the fields and controls on the Solution Library page.
Field or Control |
Description |
|---|---|
Name |
Enter a library name. If this library is associated with the library FAQ, then the name you enter is exposed to self-service users in the Customer Care - Frequently Asked Questions page. |
Self Service FAQ |
If the check box is selected, this solution library will be available to external customers using the Frequently Asked Questions page or the Troubleshooting Guide. |
Use the Security Filter Settings page (RC_SOLN_LIB_SECUR) to define solution library security.
Navigation:
This example illustrates the fields and controls on the Security Filter Settings page.
Specify the combination of user role, agent location, employee location, and customer region that are required in order to have access to the solution library. If one or more categories are specified, all categories must be met to gain access to the solution library. A category with no conditions listed implies no restriction is imposed based on that category.
Note: The Agent Location, Employee Location, and Customer Region grids are only visible on this page if a relevant PeopleSoft product has been licensed. For example, the Employee Location grid is only visible if the HelpDesk, Self-Service HelpDesk, HR HelpDesk, Service Center for Higher Education, or Self-Service Service Center for Higher Education product has been installed.
Note: Users can choose not to associate a solution to a solution library by leaving the library field blank on the solution definition. Security is not applied to solutions with no library.
User Roles
Field or Control |
Description |
|---|---|
Role Name |
Enter a PeopleSoft security role name to restrict access to this solution library to users with the specified role. An empty row indicates no role limitation is attached to this solution library. |
Agent Location
Field or Control |
Description |
|---|---|
Location Code |
Enter a location code to restrict access to this solution library to agents associated with the specified location. An empty row indicates no agent location limitation is attached to this solution library. An agent's location is specified on the job tab of the worker component. If the agent has more than one job, then all jobs will be considered. A match on location for one job is sufficient to satisfy the agent location condition. |
Employee Location
Field or Control |
Description |
|---|---|
Location Code |
Enter a location code to restrict access to this solution library to employees associated with the specified location. An empty row indicates no employee location limitation is attached to this solution library. An employee's location is specified on the job tab of the worker component. If the employee has more than one job, then all jobs will be considered. A match on location for one job is sufficient to satisfy the employee location condition. |
Customer Region
Field or Control |
Description |
|---|---|
Region ID |
Enter a region ID to restrict access to this solution library to cases whose customers are associated with the specified region. The customer region is retrieved from the customer site address. If no region is specified for the customer site address, or there is no site associated with the case, the contact address region is used. If no contact address region is available, the customer address region is used. If there is no region available for the customer address, no region will be considered for the transaction Note that address definitions may be created without an associated region: if you wish to implement solution security based on customer region, make sure the relevant customer addresses are associated with a region. An empty row indicates no customer region limitation is attached to this solution library. |
Use the Solution Relationship Type page (RC_SOLN_REL_TYPE) to define how solutions can be related.
Navigation:
This example illustrates the fields and controls on the Solution Relationship Type page.
Field or Control |
Description |
|---|---|
Solution Relationship Type |
Enter a unique identifier for the relationship type. |
Relationship Name and Relationship Description |
Enter a short and long description of the relationship. The short description appears on the pages where you establish and review solution relationships. |
Use the Default Solution Template page (RC_SOLN_TEMPLATE) to define a default solution template for a SetID.
Navigation:
This example illustrates the fields and controls on the Default Solution Template page.
Field or Control |
Description |
|---|---|
SetID |
The SetID for which the default solution template will apply. |
Template |
Select the default template to be applied to solutions associated with this SetID. |
Use the Content Owner page (RC_SOLN_CONTENT) to define content owner groups and associated members for solutions.
Navigation:
This example illustrates the fields and controls on the Content Owner page.
Details
Field or Control |
Description |
|---|---|
Content Owner |
(Required) Enter the name of the content owner group. The system uses this field value for display when a content owner group is selected on the Solution page. The maximum field length is 50 characters. |
Description |
Enter the long description (maximum field length is 80 characters) for the content owner group. |
Status |
Select the current status of the content owner group: Active (default) or Inactive. When you deactivate a content owner group, the system checks if it is associated with any active solutions. If yes, the system displays an error message and denies the status change request. If no, the system changes the status accordingly. |
Members
This section displays all members (with their employee IDs and email addresses) that are associated with the content owner group. Only active workers in the system are available for selection.
Field or Control |
Description |
|---|---|
Add Member |
Click to add a new row in the Members section to associate another member to the group. |
Use the Review Status page ( RC_REVIEW_STATUS ) to o setup review status for the solution feedback provided by employees or agents.
Navigation:
This example illustrates the fields and controls on the Review Status page.
Field or Control |
Description |
|---|---|
Review Status |
Enter the review status for the feedback. |
Default |
The default value of "Review Status" field in Solution Feedback. The default status is displayed when an employee or a user provide a solution feedback, even though Review Status is not visible at that time. |
Category |
Category of review status. Content Owner would not able to update the solution feedback once the Review Status is updated to any of the "Feedback is Closed Category". |
Short Name |
Short name for the review status. |
Self-Service Description |
This field is not applicable for ‘Review Status’. |
Long Description |
Meaningful description for the review status. |
Use the Feedback Type page (RC_REVIEW_TYPE) to setup the solution feedback types.
Feedback Type can be configured based on Set ID. The Feedback type values can be distinguished for self services users and agents.
Navigation:
This example illustrates the fields and controls on the Feedback Type page.
Field or Control |
Description |
|---|---|
Feedback Type |
Enter the feedback type values as per requirements. These values are available for an employee or agent while proving a feed back for the solution. |
Self Service |
Select this check-box so that the feedback types will be visible for employees and agents. If Self Service check-box is not selected, then feedback types are available only for agents. |
Short Name |
Enter a short description for feedback type. When you are providing a feedback, the value that is entered for short description appears on the Solution Feedback modal window. |
Self Service Description |
Enter a self service description for the feedback type. If you select the Self Service check box, then you need to provide Self Service Description. |
Long Description |
Enter the long description for feedback type. |
Use the Configure Solution Approval page (RC_SOLN_AWE_CNFG) to enable approvals for new and update solution requests. You can enable solution approvals as per your requirements. Solution approvals are not enabled by default, however, you can enable them as needed.
Navigation:
This example illustrates the fields and controls on the Configure Solution Approval page.
|
Field or Control |
Description |
|---|---|
|
Enable Approval |
Select this checkbox to enable the approval process. |
|
Enable for new Solution |
Select this checkbox to enable the approval process for New Solutions. |
|
Process ID |
Select the required value in the Process ID field. Click the Go to Approval Setup link to view the approval setup. For details on approval setup, see Setting Up the Transaction Registry. |
|
Enable for updating solution |
Select this checkbox to enable the approval process for updating solutions. |
|
Process ID |
Select the required value in the Process ID field. Click the Go to Approval Setup link to view the approval setup. For details on approval setup, see Setting Up the Transaction Registry. |
PeopleSoft CRM provides two approval processes - NewSolution and UpdateSolution. These can be used for approving new solutions and updating existing ones. You can also create your own processes based on your needs.
Before enabling approvals for solutions, you must set up the following user roles:
|
Roles |
Description |
|---|---|
|
Content Owner – Requestor |
Users with this role can create or update solutions, if solution approval is enabled. |
|
Knowledge Manager - Approver |
Users with this role can approve/Deny/push back solution, if approval for solutions is enabled. |
|
Solution Administrator |
Users with this role can expire or supersede solution, if approval is enabled. |
If approval configuration is enabled and you already have active solutions, existing active solutions will be populated in the RC_SOLN_NEW_APR record. As a result, all updates to existing solutions will be routed through the Update solution approval process.