What Are Standard Problems and Resolutions?

A standard problem is an issue in the product that generates communication from multiple customers. The call center receives calls often 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. After 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.