What Are Standard Problems and Resolutions?
A standard problem is an issue in your product that generates communication from multiple customers. Your call center may frequently receive calls about problems that are similar. Use Standard Problems to record descriptions of these problems, and Standard Resolutions to store proven ways they can be resolved. Once standard problems and resolutions are established, they can be used to supplement a ticket description or used as the ticket resolution.
A standard problem can be associated with one standard resolution, or multiple resolutions. In addition, a standard resolution can be associated with multiple problems. For example, a printing problem might have three possible resolutions. Likewise, the resolution for an error message might apply to several problems.
Use the Standard Problem Detail View
Use the Standard Problem List View
