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Your customer service representatives can create different solutions that could be of interest outside your organization. Certain profiles such as the standard Solution Manager profile can review, publish and include a solution in the public knowledge base which can be accessed from your organization’s web site. Using HTML code generated by Salesboom, you can add a search box to your web site allowing your visitors to access reviewed, published and publicly available solutions. Solutions can be answers to your customers frequently asked questions without having to contact your customer support representatives. To access the public knowledge base, your customers are not required to log in, and they can only search for solutions, not submit cases, unless you have a web capture tool for cases setup already. Note: The search box and button are displayed in a frame; your website must support frames in order for the solution search feature to work. To manage the public Knowledge Base:
Adding solutions to the Public Knowledge Base In order to make a solution available in the public knowledge base and accessible by your web site visitors, a solution must be reviewed, published and included in the public knowledge base. To include a solution in the public Knowledge Base either when you create or edit a solution:
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