Classify a SolutionClassify a SolutionClassifying a solution helps agents and managers find and manage correct solution records. When you assign a classification to a record, you copy the full path leading to that classification. This allows you to see all nodes in the classification hierarchy.
You can classify or change the classification of a record until you change the status of the record to CLOSED. You might need security authorization to classify a record.
In the Solutions (SP) application, display the record you want to classify.
In the Classification field, click Detail Menu
to select an option and retrieve a value.
Note: To hasten the classification selection process, type a key word or a word string into the Class Description field, and then press Enter. The system searches the classification structure and returns all values containing the search string in the description. You can select a classification value from the resulting list.
The system copies the full classification path to the Classification field. This allows you to see all nodes.
Click Save Solution
.
To reclassify a solution, follow the same steps you followed for the initial classification.
To remove the classification, in the Classification field, from the drop-down list, select Clear Classification.
Note: You also can classify a solution using the Specifications tab, where you can also add and manage attributes for the solution.