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Clarification on Solutions
I'm just getting started setting up Solutions. If I understand everything correctly, these will allow my CSRs to quickly find solutions to common problems and insert the solution text into the case.
one of the things I'm stumbling on is if I should use the "solution" in the solution title or the "problem". For example, if a customer calls and says "My device won't turn on" and the solution is to reboot it. Would I name the solution "Device won't turn on" (which is more of a "problem") or would I name it "How to reboot a device that won't turn on?"
Steve Klett | Senior Developer
NetValue Technology
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