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SG_CertifiedAdmin

SG_CertifiedAdmin

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Published by: wawankn on Oct 13, 2010
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11/03/2011

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available in: Professional, Enterprise, Unlimited, and Developer editions

User Permissions Needed

to categorize solutions:

“edit”on solutions

Use solution categories to group similar solutions together. Each solution can belong to more than one
category. Once your solutions are categorized, you can browse for and fnd solutions by category from the
Solutions tab or when solving a case. Customers can also browse published solutions by category in public
solutions, the Self-Service portal, and the Customer Portal.
Administrators, and users with the “Manage Categories” permission, can categorize solutions prior to enabling
solution categories for the entire organization. Once solution category browsing is enabled, all users with the
appropriate permissions can categorize solutions.
If multilingual solutions is enabled for your organization, translated solutions inherit solution categories from
their master solutions. Te categories on a translated solution are synchronized with the categories on the master
solution. To modify a translated solution’s categories, you have to modify the categories of its master solution.
1. View the solution you want to categorize.
2. Click Select Categories in the Solution Categories related list.
Tis related list is not visible unless your administrator has defned and enabled categories. For more
information on how to enable category browsing, see Customizing Solution Settings.
3. In the solution category hierarchy, click Select to add a category to the solution. Repeat until you have
added all applicable categories.
We recommend that you limit the number of categories to which a solution belongs. If you put
solutions into only the most relevant categories, they will be easier for users and customers to fnd.
If necessary, click Deselect to remove a category from the solution.

4. Click Save.

Salesforce.com Certified administrator – Study guide (Summer ‘10)

training & CertifiCation

36

To later remove a category from a solution, click Del in the Solution Categories related list on the solution
detail page.
Note: You can create a custom report on solution categories. However, solution category information is not
available in list views.

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