Salesforce Features

Suggested Solutions

Servletimageserver_112 Both customer satisfaction and agent productivity get a big boost when customers and agents are able to find answers and resolve issues quickly. Winter ’06 enables customers using the Web self-service portal – and agents using the agent console – to quickly find the solution that best fits the case at hand via an automated match. For new cases, the suggested solutions feature looks for other cases with similar keywords and then returns the solutions that were used to solve those cases to the inquiring customer or agent. The IntelliMatch self-learning algorithm continuously improves the accuracy of the results as more cases are resolved, increasing the number of cases that are handled entirely through the self-service portal without agent interaction and cutting down the time it takes agents to find the best solution.

This feature is available in professional, enterprise, and unlimited edition.

Training and Documentation

Related Features

Feature Details

  • Solutions for Customers: Self-service users are prompted with suggested solutions when logging or reviewing a case. After reviewing the suggested solution, the user can close the case and provide feedback on the solution, reducing the need to interact with an agent by phone or email.
  • Solutions for Agents: Service agents can leverage the power of suggested solutions to quickly and accurately respond to customer inquiries.
  • Auto-Response Emails: Suggested solutions can be used in any email template, such as auto-response emails for new or updated cases.

1 Comments Bookmark

1 Comments

Steve Curtis
October 5

Suggested Solutions would be useful if you allowed customers to dipslay more than Title and Body in Self Service. As it is the customer can't see the feilds they need to see for this feature to be useful.

This has been a requested enhancement for years and I don't see how Self Service can work without it.

Thanks for your consideration,
Steve