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
This function is available only on the SAP GUI.
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
.
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.
Choose Create and Link Solution
.
Maintain the new solution as required.
The linked solution is displayed in the tree structure.
Select the solution in the tree structure and choose Unlink
.
Use the procedures above, but substitute problem
for solution
and
vice versa.