Intro
Since SolarWinds took over Samange many great new features have been implemented and credit to the SolarWinds Service Desk development team! Unfortunately however in my opinion 'Solutions' has been neglected. Nothing has really changed and I would like to use this thread to come up with ideas for the Development team to implement.
What I would like to see:
New Portal Landing Page:
SolarWinds recently released a new portal view for Requesters and gave us the ability to fully customise it with widgets and text boxes. In my option, Solutions should have it's own homepage.
For example, the screenshot below:
Better Navigation
Currently when a Requester opens a solution, it's just the solution. There should be a menu/contents page clearly displayed to help Requesters navigate across solutions better. For example, the screenshot below taken from another third party docs website shows a navigation hierarchy.
Links to other/similar solutions | Related Articles
Again similar to my last point, we should be able to "link" solutions together to create an easy to navigate space. For example, If a Requester were to open a solution on "How to install Microsoft Word", agents could link another solution on "How to install Microsoft PowerPoint".
Contents Page of each solution
Some solutions can become rather lengthy, a simple contents page to the right of the solution with hyperlinks to move the page down would fix this problem.
Solution Templates
I've seen this been brought up in the feature requests multiple times. The ability to have blank templates which our agents could use to create solution articles.
I could see these being implemented similar to how Service catalogue items work. Administrators could build out separate Solutions catalogue items and specify layout specifications, any custom fields, category/subcategory, target audience etc.
FreshDesk has this functionality built in to their tool: Knowledge base article template : Freshdesk
Advanced formatting & Spellcheck
Again, this has been brought up multiple times from the community. The formatting capabilities need TLC. Not to show FreshDesk off to much, however take a look at this Using advance formatting in Freshdesk knowledge base : Freshdesk
I'm especially interested in the "Callout cards" feature. You would inserts a card and use it to draw attention to a note, info, idea, warning or tip about the content
To conclude
I welcome all feedback to my feature requests and would like to keep this conversation flowing in the comments below. If anyone else has any further requests, please add them below in the comments.
I'm more than happy to jump on a call with the SolarWinds team to discuss this in more details.
