Solution Database 

Use

The Solution Database (SDB) is a repository of information which is stored in the form of problems and solutions, and is indexed for immediate retrieval.

Knowledge administrators use the SDB to define problems and solutions using, for example, free-text descriptions in several languages and customized attributes. They can structure multiple relationships between problems and solutions, and navigate easily between them.

The SDB offers a basic interface for knowledge administrators (but also agents, field engineers, and other users) to search for problems and solutions.

Integration

The search engine used in the SDB is TREX. For TREX to find problems and solutions in a search, your knowledge administrators must compile the SDB using the Indexes application. For more information, see Indexes. (Note: As of SAP CRM Release 4.0 SP02, the SDB is no longer compiled using transaction IS02.)

The SDB is used as a knowledge base in the following applications:

·        Knowledge search of Interaction Center (IC) WebClient and IC WinClient

·        Standalone knowledge search (transaction CRMM_SEARCH)

·        Solution search and frequently asked questions (FAQs) of Internet Customer Self-Service

Prerequisites

Your system administrator has installed the Software Agent Framework (SAF). The installation guide is available on the SAP Service Marketplace at http://service.sap.com/crm-inst.

Your system administrator has configured the SAF in Customizing for the Software Agent Framework (Customer Relationship Management ® Enterprise Intelligence ® Software Agent Framework). Because default customizing is provided, only the following activities are necessary:

·        Name and Configure Knowledge Base

(For languages other than English) Enter language-specific descriptions for the knowledge bases SDB, SDB_PROBLEMS, SDB_SOLUTIONS, and SDB_SOLUTIONS_DOC. We recommend also defining language-specific feedback options for these knowledge bases in case the knowledge bases are used in the Interaction Center’s knowledge search.

·        Configure Application

(For languages other than English) Enter language-specific descriptions for the application SDBADMIN.

Your system administrator has configured the SDB in Customizing for the Solution Database (Customer Relationship Management ® Enterprise Intelligence ® Solution Database).

Prior to SAP CRM Release 4.0 SP02, a language support package had to be installed for the languages Japanese, simplified Chinese, traditional Chinese, and Korean. As of SAP CRM Release 4.0 SP02, this is no longer necessary because the search engine used in the SDB is now TREX. However, if you are using a Unicode system, use the People-Centric UI of the SDB (see Features below) for all multibyte languages.

Features

The following user interfaces are available:

·        SAP Graphical User Interface (SAP GUI)

In the SAP Menu, choose Service ® Enterprise Intelligence ® Solution Database ® Maintain Problems and Solutions (transaction IS01).

·        People-Centric User Interface (People-Centric UI)

In the Enterprise Portal, access the CRM Portal Administrator role, choose the Knowledge Bases workset, and choose Problems or Solutions.

You can use the Easy Enhancement Workbench (EEW) to add fields of your own to the People-Centric UI. For more information, see Easy Enhancement Workbench for Solution Database.

The SDB does not include archiving, reports, or complete business object methods.