Function documentationKnowledge Search in SAP CRM

 

The Knowledge Search function allows interaction center (IC) agents to search for solutions, documents and cases in a database, which can then be sent via e-mail or chat to a customer. The search engine used is TREX. For more information, see Software Agent Framework (SAF). The following information is specific to Knowledge search in the Interaction Center (IC) WebClient.

Integration

Solution Database

SDB (Solution Database) is the default knowledge base, but you can search other knowledge bases, for example, cases.

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

  • You have configured the Software Agent Framework (SAF) in Customizing under Start of the navigation path Customer Relationship Management Next navigation step Enterprise Intelligence Next navigation step Software Agent Framework Next navigation step Business Add-Ins (BAdIs) Next navigation step BAdI: Knowledge Bases End of the navigation path.

  • You have mapped the knowledge base to the Business Object Repository (BOR) in Customizing under Start of the navigation path Customer Relationship Management Next navigation step Interaction Center WebClient Next navigation step Customer-Specific System Modifications Next navigation step Map Knowledge Base to Business Object Repository (BOR) End of the navigation path.

    Note Note

    SAP delivers default knowledge bases. If you want to create your own knowledge base, you do this using the BAdI: Knowledge Bases in Customizing.

    End of the note.

  • Your system administrator has configured the Solution Database. For more information, see Configuration Help for Solution Database.

  • You have defined a knowledge search profile in Customizing under Start of the navigation path Customer Relationship Management Next navigation step Interaction Center WebClient Next navigation step Basic Functions Next navigation step Define Knowledge Search Profiles End of the navigation path. This enables you to:

    • Determine which knowledge bases are offered to IC agents in the Database dropdown in the knowledge search

    • Restrict agents' access to the knowledge base SDB in the knowledge search

      This has the advantage that an information security profile can be assigned to many IC agents at the same time. This assignment has no effect on information security outside the knowledge search in the IC WebClient.

Activities

Checking the Valid-From and Valid-To Dates of Solutions

You can activate a check against the valid-from date and valid-to date of solutions in the Solution Database. As a result, when searching the knowledge base SDB from the knowledge search, only solutions whose valid-from date has already begun and/or whose valid-to date has not yet expired are returned in the results list. Solutions with no valid-from date and no valid-to date (that is, solutions that are always valid) are also returned in the hit list.

Each user who needs to activate this check must set the following parameter ID:

  1. In the SAP CRM system, choose Start of the navigation path System Next navigation step User Profile Next navigation step Own Data End of the navigation path.

  2. On the Parameters tab page, add a new entry with the following values:

    • Parameter ID CRM_SDB_VALID_SOLU

    • Parameter value X

  3. Save your data.

The search does not consider the valid-from date and valid-to date of problems in the Solution Database.