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Many problems are not marked as solution?

Mahesh_Roja
Level 6

 Many threats are not marked as solution by the case opened users even though our experts and support teams are giving the correct solution or suggestion. The admin has to take care of it, he can wait for specific days for the users respond and send notification to the user or themselves mark as solution whichever they feels the correct answers. Then we can reduce the number of duplicate case has been posted to the forum.

 

Thanks In advance

1 ACCEPTED SOLUTION

Accepted Solutions

pkh
Moderator
Moderator
   VIP    Certified

What the person who answers the question thinks is the solution may not be the solution.  Often the information provided by the person who post the problem is insufficient to determine what the solution is.  You may think it is the solution, but there may be a wrinkle to the problem that needs another solution.  That is why we rely on the user to confirm whether it is the solution or nor.

Often, users in the forum throws anything that is remotely related the problem as a possible answer.  This muddies the picture and hence which of the 20 replies is the correct solution.  Who knows?

View solution in original post

8 REPLIES 8

CraigV
Moderator
Moderator
Partner    VIP    Accredited

Hi,

 

A number of things around this...

 

1. Should be an idea, not a forum post...and I have posted an idea months ago on this. It is slowly being addressed.

2. The idea would be to give people solutions...not slam anything that comes to mind. Quality probable answers are what the forum needs...there some people who keep on putting down solutions as being definite. Fact is that they aren't most of the time, and I think that this confuses the original issue. The best would be to troubleshoot step-by-step, and assist...not do it for the points.

3. Some of the posters are one-time posters. They don't come back unfortunately.

4. Simple reading of the original forum post will show if a suggestion has been tried or not. Again...comes down to simply saying something for the sake of getting points, which is not on!

 

Craig

Mahesh_Roja
Level 6

I agree with you but thing is that it will be helpful for the future visitors to the forum. If somebody searches for particular issues they will get list of threats which are not solved even though there is valuable or useful suggestion given by support team  posts those things the admin can look in.

CraigV
Moderator
Moderator
Partner    VIP    Accredited

Hi,

 

Not threats...issues. Threats would be on the AV side.

The search function of the Connect forums is actually very good...all the person would need to do is look for a resolved issue that mirrors their issue.

The number of solutions across all forums probably wouldn't make it feasible. Also, it means someone needs to trawl through all the forums constantly, waiting for, and marking solutions on a central page...not too efficient.

Make it an Idea like I said...who knows if it gets taken up or not.

Thanks!

Mahesh_Roja
Level 6

Thanks for the feedback

pkh
Moderator
Moderator
   VIP    Certified

What the person who answers the question thinks is the solution may not be the solution.  Often the information provided by the person who post the problem is insufficient to determine what the solution is.  You may think it is the solution, but there may be a wrinkle to the problem that needs another solution.  That is why we rely on the user to confirm whether it is the solution or nor.

Often, users in the forum throws anything that is remotely related the problem as a possible answer.  This muddies the picture and hence which of the 20 replies is the correct solution.  Who knows?

Mahesh_Roja
Level 6

I agree with you but  at last admin can send notification to the users after specific days to update his feedback about the logged case. 

CraigV
Moderator
Moderator
Partner    VIP    Accredited

...that is generally what we do...

 

...and please stop posting incorrect information in forums...when a user posts an error stating his problem lies with Exchange 2010, don't tell him to upgrade the Exchange 2007 Management Tools!!!

Turls
Level 6

Kudos to Craig and PKH for pointing out all the facts that the community management face when trying to mark threads as solutions. Ofcourse its our top proirity to have more solutions marked as we are tying our level best to bring up the percenatages.