Case Deflection

When you have enabled the ‘Case Deflection’ option with the selection of Category, your customers can search for a solution by inserting the keyword or a sentence related to their queries/issues by logging in to the portal.


Your customers will be able to see the list of cases by clicking on the Case module.


After clicking on the + Add button [1], your customer can find the probable solution by searching the query/issue. The search result will appear as per inserting the search keyword.


The customer can also print the solutions by clicking on the ‘print’ icon. [2]


If your customers could not find any probable solution or if they found a solution but it is not relevant to what they were looking for then they can add a new Case. [3]



Note: If You have disabled the ‘Case Deflection’ option in SuiteCRM, the customers will get directly redirected to the above page to add a case. They will not get the ‘Search Solution’ option.