Linking Solutions and Problems

By linking solutions to a problem, and problems to a solution, you enable users (for example, interaction center agents) to quickly find the solutions to a given problem when they carry out Solution Database searches.

Note Note

This function is available only on the SAP GUI.

End of the note.

Features

When you create a problem using the wizard, you can simultaneously create a solution that is automatically linked to the problem, and vice versa.

To navigate between linked problems and solutions, select a problem or solution in the tree structure and choose Focus On. The selected solution or problem moves to the top of the tree structure, and its data appears in the work area. To return to a previous linked problem or solution, choose History.

Activities

Linking a Problem to an Existing Solution

Choose Search and Link Problems and Solutions.
In the dialog box that appears, enter your search criteria and choose Continue.
Select the relevant solutions and link them to the problem by choosing Link Solutions to Problem.
The linked solutions are displayed in the tree structure.

Linking a Problem to a New Solution

Choose Create and Link Solution.
Maintain the new solution as required.
The linked solution is displayed in the tree structure.

Unlinking a Solution from a Problem

Select the solution in the tree structure and choose Unlink.

Linking a Solution to an Existing Problem, Linking a Solution to a New Problem, Unlinking a Problem from a Solution

Use the procedures above, but substitute problem for solution and vice versa.

More Information

Problem Maintenance

Solution Maintenance