June 22, 2012
Knowledge Articles in SAP CRM 7.0
As from SAP CRM 7.0 SAP introduced knowledge articles. Knowledge articles can be used to store:
User Manuals
FAQs
Troubleshooting Articles
How to documents
etc.
Knowledge articles are integrated into several processes and TREX is mandatory for searching. The most common proces is the service process, where a customer calls the interaction center and the agent has to search for the right information and provide the answer to the customer.
The functionality of searching for information is not new in SAP CRM. There is still the solution database (part of the service functionality). This is functionality is almost identical to the functionality of knowledge articles. There are some important differences between these functionalities:
Knowledge articles are setup as a special transaction type. Basically a knowledge articles is a transaction which can be created like an order.
Knowledge articles are available in the look and feel of SAP CRM webclient (the solution database is only available in the SAPGUI)
Knowledge articles are beeing improved in later releases of SAP (like EHP1 there are already some improvements). I don't think there will be much changes to the solution database anymore.
Knowledge articles templates can be used to quickly create a new knoledge article.
We have struggled a lot on the project to make this functionality working including categorization of knwoledge articles. There is some documentation but not as detailed as we liked it to see. Therefore I provide you my setting we did to implement this functionality
User Manuals
FAQs
Troubleshooting Articles
How to documents
etc.
Knowledge articles are integrated into several processes and TREX is mandatory for searching. The most common proces is the service process, where a customer calls the interaction center and the agent has to search for the right information and provide the answer to the customer.
The functionality of searching for information is not new in SAP CRM. There is still the solution database (part of the service functionality). This is functionality is almost identical to the functionality of knowledge articles. There are some important differences between these functionalities:
Knowledge articles are setup as a special transaction type. Basically a knowledge articles is a transaction which can be created like an order.
Knowledge articles are available in the look and feel of SAP CRM webclient (the solution database is only available in the SAPGUI)
Knowledge articles are beeing improved in later releases of SAP (like EHP1 there are already some improvements). I don't think there will be much changes to the solution database anymore.
Knowledge articles templates can be used to quickly create a new knoledge article.
We have struggled a lot on the project to make this functionality working including categorization of knwoledge articles. There is some documentation but not as detailed as we liked it to see. Therefore I provide you my setting we did to implement this functionality