The Solutions Module in Zoho CRM is a knowledge base for storing answers to common customer problems. Solution records document the problem description and resolution steps, and can be linked to Cases to provide consistent, repeatable answers to support queries.
The Solutions Module is a built-in knowledge base that stores documented fixes, workarounds, and FAQs. When a support agent handles a Case, they can search Solutions to find a matching resolution rather than re-inventing the answer. The matching Solution can be attached to the Case, ensuring the fix is on record.
Each Solution record has a Title, Description, Solution (the actual resolution text), Product, and Status (Draft or Published). Published Solutions are searchable by all CRM users.
The Solutions Module in Zoho CRM is a knowledge base for storing answers to common customer problems. Solution records document the problem description and resolution steps, and can be linked to Cases to provide consistent, repeatable answers to support queries.
A Solution is a documented resolution. When a Case is raised, support agents search for a matching Solution and link it to the Case. This reduces resolution time and creates a reusable knowledge base.
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