Solution Manager
In Salesforce Classic (Solutions feature), a user role responsible for reviewing, editing, and publishing solutions to ensure quality and accuracy before they become visible to agents and customers in the solutions database.
Definition
In Salesforce Classic (Solutions feature), a user role responsible for reviewing, editing, and publishing solutions to ensure quality and accuracy before they become visible to agents and customers in the solutions database.
In plain English
“A Solution Manager in Salesforce Classic (Solutions feature) is a user role responsible for reviewing, editing, and publishing solutions. Since Solutions are legacy and replaced by Knowledge, Solution Manager is also a legacy role. Modern equivalents are Knowledge article reviewers and publishers.”
Worked example
Bracken Engineering ran the legacy Solutions feature in Salesforce Classic from 2008 - a database of structured FAQs the support team built manually. A Solution Manager role was assigned to the support-lead who reviewed every draft Solution before publishing it, ensuring quality and accuracy before agents and customers could see it. Solutions was deprecated in favor of Salesforce Knowledge years ago, and Bracken eventually migrated. The Solution Manager role no longer exists in their org; the equivalent function - reviewing and publishing Knowledge articles - is now handled by Knowledge article-actions and approval processes.
Why Solution Manager matters
In Salesforce Classic (Solutions feature), a Solution Manager is a user role responsible for reviewing, editing, and publishing solutions to ensure quality and accuracy before they become visible to agents and customers. The role provides governance over the solution library.
Since Solutions have been largely replaced by Salesforce Knowledge, the Solution Manager role is also legacy. Modern Knowledge management uses article approval workflows, publishing permissions, and content governance processes that provide similar quality control. Any remaining Solution Manager references should be treated as legacy.
How organizations use Solution Manager
Treats Solution Manager references as legacy, recommending Knowledge article governance.
Replaced Solution Manager responsibilities with Knowledge publishing workflows.
Uses Knowledge approval processes for content governance.
Trust & references
Straight from the source - Salesforce's reference material on Solution Manager.
- Solutions OverviewSalesforce Help
Test your knowledge
Q1. What is a Solution Manager?
Q2. What replaces the role?
Q3. Is it still relevant?
Discussion
Loading discussion…