Knowledge Search (SAP Library

Knowledge Search

Use

Unless otherwise indicated, the following information is valid for:

· Knowledge search in the Interaction Center (IC) WebClient and IC WinClient

In the Interaction Center, agents use the knowledge search to:

¡ Find solutions to problems or other issues that are reported by customers through channels such as telephone, e-mail, and chat

¡ (IC WebClient only) Find cases

· Standalone knowledge search

The standalone knowledge search is used to find solutions to problems. As its name suggests, it gives you the flexibility of a knowledge search outside the Interaction Center. From the SAP Menu, you can access the standalone knowledge search by choosing Service ® Enterprise Intelligence ® Knowledge Search or by using transaction CRMM_SEARCH.

The knowledge search is the entry point for searches in a knowledge base. In the IC WinClient and in the standalone knowledge search, the knowledge base is the Solution Database (SDB). In the IC WebClient, the SDB is the default knowledge base, but agents can switch and search other knowledge bases. These knowledge bases are defined by your system administrator and assigned to the IC WebClient in Customizing for the Software Agent Framework.

Integration

Supported Languages

Only the languages supported by the search engine are supported in the knowledge search. In the IC WinClient and in the standalone knowledge search, the search engine is TREX. In the IC WebClient, the default search engine is TREX. For more information, see Software Agent Framework (SAF).

Information Security

With the knowledge base SDB, you can restrict user access to information. For example, you may want to ensure that your agents do not provide information to customers that is intended for internal use only. You do this by creating information security profiles. For more details, see Information Security.

Prerequisites

Your system administrator has installed the SAF. The installation guide is available on the SAP Service Marketplace at service.sap.com/instguides.

Your system administrator has configured the SAF. The following information lists the minimum activities necessary in Customizing for the Software Agent Framework. It assumes that default customizing is available.

· Knowledge search in IC WebClient

¡ Name and Configure Knowledge Base

(Only for languages other than English) Enter language-specific descriptions and feedback options for all knowledge bases that you want to search.

¡ Name and Configure Search Engine

Assign host and port information for the search engine TREX.

¡ Configure HTTP Destinations

Link the search engine TREX to the HTTP destinations created when the SAF was installed.

¡ Configure Application

(Only for languages other than English) Enter language-specific application descriptions.

· Knowledge search in IC WinClient and standalone knowledge search (if IC WebClient is installed and SAF already configured)

¡ Name and Configure Knowledge Base

Enter any language-specific knowledge base descriptions and feedback options that are not already entered for the knowledge bases SDB and SDBATTACHMENT.

¡ Configure Application

Enter any language-specific application descriptions that are not already entered.

· Knowledge search in IC WinClient and standalone knowledge search (if IC WebClient is not installed and SAF not already configured)

¡ Name and Configure Knowledge Base

(For languages other than English) Enter language-specific descriptions and feedback options for the knowledge bases SDB and SDBATTACHMENT.

¡ Name and Configure Search Engine

See Knowledge Search in IC WebClient.

¡ Configure HTTP Destinations

See Knowledge Search in IC WebClient.

¡ Configure Application

See Knowledge Search in IC WebClient.

Your system administrator has configured the SDB. For more information, see Solution Database.

Your knowledge administrator has compiled the knowledge bases using the Indexes application. For more information, see Indexes. IC WebClient only: Knowledge bases that are searched using a non-TREX search engine must presently be compiled using the search engine's own mechanism and processes to compile knowledge base content into search indexes. See also Implementation Guide for the Software Agent Framework ® Business Add-Ins ® Define External Search Engines.

If the knowledge bases are not compiled, the dropdown boxes for the Database and Language fields in the knowledge search will be blank, all pushbuttons in the knowledge search will be disabled, and an error message will be displayed.

Features

Text Search

Search	Description	Example
Any Word (Called Search Terms in IC WebClient)	The search will return documents containing at least one of the terms you have entered.	If you enter hardware and software, the search will return documents containing hardware or software or both.
Exact Phrase	The search will return documents containing the exact phrase you have entered. If you separate your terms with a delimiter, the search will return documents containing all of the terms you have entered. The default delimiters are , (comma) and ;.(semicolon).	If you enter hardware and software, the search will return documents containing hardware and software.
Exclude	If you enter a phrase, the search will return documents that do not contain this phrase. If you separate the terms with a delimiter, the search will return documents that do not contain any of these terms. The default delimiters are , (comma) and ;.(semicolon). The Exclude search can be used only in conjunction with the Any Word, Exact Phrase, and/or Attribute search.	If you enter hardware in the Any Word search and software in the Exclude search, the search will return documents containing hardware, but not documents that also contain software.

All search options can be combined. The search is then carried out using an AND logic.

Example

If you enter hardware and software in the Any Word search, and enter computer in the Exact Phrase search, and enter games in the Exclude search, the search will return only documents containing the terms hardware and/or software, and the term computer, but not the term games.

The search options are not case-sensitive.

Wild cards can be used only in Exact Phrase searches and in Exclude searches. You can put the wild card at the beginning or at the end of the search term. For example, if you enter the search term info*, the search will return documents containing info and information.

Attribute Search

In the IC WinClient and in the standalone knowledge search, you can include/exclude as many attributes as required.

In the IC WebClient, you can include up to 5 attributes and exclude up to 3 attributes.

Combined Text Search and Attribute Search

If you carry out a text search and an attribute search, the search results will contain only documents that satisfy the search criteria in the text search AND all search criteria in the attribute search. This means that the more search criteria you enter, the fewer and more exact your search results will be.

Activities

Increasing the Default Maximum Number of Documents Returned

The default maximum number of documents returned is 50. If you would like to increase this number, ask your system administrator to change the setting in Customizing for the Software Agent Framework in Configure Application.

Refining Your Search Results

To refine your search results, select the search terms that the solutions must contain and choose Refine Search Results. This pushbutton is enabled only if search terms are available for search refinement.

Adding Documents to the Cart

To send a document (for example, a solution) to a customer by e-mail or (IC only) chat, or (IC WinClient only) service order, you need to add it to the cart.

(IC only) Even if you tell a customer about the solution over the phone, you should still add it to the cart because it is then tracked by the interaction record. This means you can later view the historic data about your interaction with the customer, should you wish.

Adding the document to the cart helps the system to learn which search terms to suggest in the Search Refinement step in future searches.

Giving Feedback

To improve the quality of document content, it is important that you give feedback on the document, for example, the solution successfully solved the problem. (Note: In the IC WebClient, you give feedback on the Details screen.) If necessary, you can subsequently change the feedback that has been entered for a document.

The feedback options in the dropdown box are defined by your system administrator in Customizing for the Software Agent Framework in Name and Configure Knowledge Base.