Running Answer Wizards

Answer Wizards step guide you through the process of supplying detailed information about problems and finding the best solutions. For this purpose, Resolution Flows may include multiple steps, such as an interview, a guided search, or a collaboration. These guides can be triggered automatically by a search or they can be run directly from a Microsite home page by clicking a link in the Answer Wizards area.

• You can navigate through the steps in the Wizard with the Go Back and Continue buttons.
• If the information provided solves your problem, click Resolved to end the session and close the Web Case.
• Some Wizards provide the ability to start a Collaboration. If you start a Collaboration, the information you provide is submitted for an expert to respond. The Web Case is saved and is visible in the Work in Progress list of the Microsite tab. When a response is provided, the case will appear in bold.
• At any point you can exit the Wizard. A link to the interrupted session is added to the Work in Progress list of the Microsite tab. To continue with the steps of the Wizard from where the session was interrupted, click the link.
• Some Wizards provide the ability to escalate your problem and create a CRM case with the support organization.
• When a session is escalated, the Web Case no longer appears in your Work in Progress list, but may appear in the My Support Incidents area of the Microsite tab. For more information, Opening saved cases.
• You can indicate that the problem is not resolved by choosing Yes or No answering "Was this wizard helpful in resolving your issue?" question and clicking on Submit; if there are no more steps in the Resolution Flow, it ends, and the Web Case is closed.

Note:  In some cases, you may see a security alert in Internet Explorer. To avoid the alert, ensure that for Internet Options, your browser applies custom security settings with Enabled selected for Miscellaneous–Display Mixed Content.