In an org that still has Solutions enabled, a solution manager or admin can create a record from the Solutions tab. This works in Salesforce Classic. For any new knowledge program, create a Salesforce Knowledge article instead.
- Open the Solutions tab
In Salesforce Classic, click the Solutions tab, then click New. If you do not see the tab, confirm the feature is enabled and that your profile has Create access on Solutions.
- Write the title and details
Enter a short, specific Solution Title that names the problem. In Solution Details, write the full resolution. If HTML Solutions is enabled, format with paragraphs, images, and links so the steps are easy to follow.
- Set the status and review
Choose a Status such as Draft while you write. A solution manager marks the record Reviewed once the content is verified, which signals to agents that the answer is trusted.
- Categorize and publish
Assign the record to one or more solution categories so it is easy to browse. If customers should see it, set the publish flags so it appears in the Customer Portal or Self-Service portal.
A short summary of the customer issue the record resolves. This is the main label agents scan, so keep it specific.
The full resolution text. Plain text by default, or rich HTML when HTML Solutions is enabled for the org.
The review state of the record, such as Draft or Reviewed, used to indicate whether the answer is trusted.
- Solutions are legacy. Prefer Salesforce Knowledge for any new knowledge base work.
- Suggested Solutions and Suggested Articles cannot both be enabled in the same org.
- Suggested Solutions never surfaces Salesforce Knowledge articles, only Solution records.
- A solution category that a Customer Portal uses cannot be deleted until the dependency is removed.