The solutions database comes as standard with RMS Service Desk and allows you to create and access a knowledge base of information to help you solve problems and resolve your customer's calls. It can also allow new staff to benefit from the knowledge of the more experienced and become more effective, quickly.
Typically, the database would contain information regarding common problems, their associated fixes, and details of particular items.
It is not quite an expert system, but it can be used in a similar way. It needs the expertise of an experienced System Administrator to set up and maintain it.
The solutions database is a structured web of information with the ability to browse and review information. The structure is composed of topics, questions and solutions. A topic can be linked to other topics, and a series of questions. Each question is linked to a possible solution.
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Your topics should be set up to lead to a series of questions which can identify a possible solution.
The Topics, Questions and Solutions may be defined in isolation from each other and associated later when defining a solution to a particular question, under a specific topic.
As an example, say we define some solution statements first :-
1) Switch it on
2) Turn up the brightness
3) Put some paper in
Then we (or some other independent group) define some questions :-
1) Is it on ?
2) Is it dark ?
3) Is there any paper in ?
The topics are then defined :-
1) Printer problems
2) Display unit problems
Having defined these in the Administrator, they can be linked together.
Topic has Questions with Solutions
1 1 and 3 1 and 3
2 1 and 2 1 and 2
As can be seen, both Topic 1 and 2 have a common question and solution i.e. Question 1, Solution 1 as well as their own topic specific questions and solutions.
