Evaluating solutions
As an administrator, you want to know whether the Solutions you have provided are helping your users to solve their problems. Information that is generated when users view solutions can help you evaluate the effectiveness of your Solutions.
When a user views a Solution, that Solution might or might not enable the user to solve the
problem. After viewing a Solution, the user can click a button indicating whether the Solution
resolved the issue. These buttons are provided next to the text,
Did this solution help
you resolve your issue?
- Yes — The Solution gave the user the needed information. When the user clicks this button, a Service Request is generated automatically, with an initial status of Resolved. This Service Request is not displayed to the user. The Service Request includes a Solution Tracking section, which contains a list of the solutions that were viewed before the user clicked Yes. The solution that was viewed last appears at the beginning of the list, indicating that it was the solution that resolved the user's problem.
- No - Create a Service Request — The user was not able to find a solution to the issue. When the user clicks this button, a new Service Request is created and displayed in the Create Service Request application, where the user can add more information before submitting the request. The Service Request includes a Solution Tracking section, which contains a list of the solutions that were viewed before the user clicked No - Create a Service Request. This indicates that these solutions did not solve the user's problem.
- No - Return to Solution Search — This solution did not provide the needed information, but the user wishes to continue searching. When the user clicks this button, no Service Request is generated. The solution that was viewed is added to the list of viewed solutions that is attached to the Service Request that is created when the user clicks either Yes or No - Create a Service Request.
You can create reports to show solutions that have appeared in the Solution Tracking section of Service Requests. If the Service Request has an initial status of Resolved, the last solution that was viewed resolved the user's issue, and other solutions that were viewed did not resolve the issue. If the Service Request has any other initial status, none of the solutions that were viewed resolved the user's issue.