Creating and Editing Solution—Exercises

IMPORTANT
It is extremely important that you set up and work within your own site to maintain your data integrity. If you work within any other site, you will compromise your own exercise data as well as the data of other students. Predictable exercise results require that your data be isolated in your own site.

Basic Data Setup

Entering Support Center User

Purpose: The purpose of this exercise is to set up your user as a support center user, in order to run this particular functionality.

Windows:
Support Center Basic Data /Persons

  1. Query for your user in the Support Center Basic Data/Persons window.
  2. Enter your user as a support center user and then click Save.

General exercise for Entering Support Center User

Required Data

Entering Support Issue

Purpose: The purpose of this exercise is to enter the support issue that is used in the exercises below.

  1. Enter a support issue. Make sure the issue is assigned to your user.
  2. Set the status to Closed.

General exercise for Entering Support Issue

Main Exercise

Purpose: The purpose of this lesson is to learn how to work with support solutions.

Windows:
Support Issue
Support Solution /AssociatedSupport Issues

Creating Support Solution from Support Issue

  1. Open the Support Issue window and query for your support issue.
  2. Right-click and then click Create Support Solution.
  3. Make sure the solution type is FAQ.
  4. Add supplementary information to the answer regarding who to contact if the same problem occurs.
  5. Save the changes, and remember the solution ID.

Assigning Support Issue to Support Solution

Another support issue regarding almost the same problem has been entered. Assign this support issue to the same support solution.  

  1. Open the Support Solution window and query for your solution.
  2. Click the Associated Support Issues tab.
  3. Create a new entry and select a support issue from the List of Values.
  4. Save the changes.