SAP offers the ability to create a defined list of solutions by category or subcategory which an agent can use as a fixed or standard set of values. We typically see them used on categories where the reason for updating or closing an activity is consistent across all agents. It is important to note that only a subset of the categories/subcategories lend themselves to a standard resolution.
For more information on what Categories and Subcategories are within EIC please review the following blog.
In order to set up the solution types follow the menu path Personnel Management > Employee Interaction Center (EIC) > Interaction Center Web-Client > Application Functions > Activity> Define Solution Types
Select the new entries icon and enter in a resolution ID and Text. You have now just set up a resolution called Returned to Work.
Now select the Categories dialog structure and enter in the category/subcategory that the resolution is applicable for.
If you launch the Employee Interaction and create and activity you will see resolution type that was just created.
The ERP Employee Interaction Center (EIC) is a centralized call center application that is part of SAP’s shared services offering. It delivers employee information to your contact center agents and empowers them to capture the details of an interaction with an employee. It is a great fit for customers that are only looking to establish a HR employee interaction center and have SAP Human Capital Management (HCM) already installed.