Solutions are the legacy Service Cloud knowledge mechanism — they're the predecessor to Lightning Knowledge. New orgs ship without Solutions; existing orgs keep them around for backward compatibility but Salesforce strongly recommends migrating to Knowledge for any net-new content.
- Make sure Solutions are enabled
Setup → Solution Settings → Enable Solution Browsing. Off by default in newer orgs.
- Open the Solutions tab
App Launcher → Solutions. May not be on the standard nav — admin can enable the tab.
- Click New
Top-right of the list view.
- Enter Solution Title and Solution Details
Title is the headline; Details is the body (rich text in HTML solutions, plain text otherwise).
- Pick Solution Status
Draft / Reviewed / Duplicate. Only Reviewed solutions appear in standard solution searches.
- (Optional) Categorize via Solution Categories
Setup → Solution Categories → assign this Solution to the right tree branch. Drives filtering in the Solution Browser.
- Submit for Review or just Save
Save keeps it as Draft. The Solution Manager profile permission is what flips Status to Reviewed.
Required. The headline.
Required. Draft is the default.
- Solutions are deprecated. Salesforce hasn't released new functionality on this object in years and recommends Lightning Knowledge for all new orgs. Migration is one-way and requires careful planning.
- Solutions show in search results only when Status = Reviewed. Drafts are invisible to the Solution Browser even if your profile has Read access — the Status filter is enforced.
- Solution Categories are a separate hierarchy from Knowledge Data Categories. Don't confuse the two — Solutions use their own categorization scheme that doesn't transfer to Knowledge during migration.