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Anju Alexander 5 Solutions and Knowledge Base
Hi All ,
What is the difference between using Solutions and knowledge base to resolve a case?
What is the difference between using Solutions and knowledge base to resolve a case?
Solutions are legacy - they were an earlier attempt at knowledgebase functionality by Salesforce. They later purchased Instranet, which is a much more full-featured knowledge base so the development effort went into that instead. As solutions haven't been developed for a while, they don't have all of the functionality offered by knowledge (e.g. data categories), though you can build most the missing features yourself if you want to. Solutions are included in the Sales Cloud license, while Knowledge requires an additional feature license.
Anju Alexander 5Hi Bob_Buzzard,
Thanks for helping.
Have a nice day.
Thanks & Regards,
Anju Alexander