Solution Database 
Purpose
The Solution Database is a repository of information which is stored as problems and solutions, and is indexed for immediate retrieval. For the applications that use the Solution Database as a knowledge base, see Integration below.
Knowledge administrators use the Solution Database 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 Solution Database offers a basic interface for knowledge administrators (but also agents, field engineers, and other users) to search for problems and solutions.
Implementation Considerations
You have configured the Software Agent Framework. See:
·
Configuration Help for
Software Agent Framework
·
Configuration Help for
Software Agent Framework in SAP CRM
You have configured the Solution Database. See Configuration Help for Solution Database.
Prior to SAP CRM 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 4.0 SP02, this is no longer necessary because the search engine used in the Solution Database is now Search and Classification (TREX). However, if you are using a Unicode system, use the People-Centric User Interface of the Solution Database (see Features below) for all multibyte languages.
Integration
Search Engine and Compilation
The search engine used in the Solution Database is
Search and Classification (TREX). For TREX to find problems and solutions in a
search, your knowledge administrators must compile the Solution Database using
the Indexes application.
Applications
The Solution Database 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
Knowledge administrators can determine the usage of problems and solutions in these applications via Solution Database Reporting.
Archiving
Archiving of Problems
(CRM-MD-SDB)
Archiving of Solutions
(CRM-MD-SDB)
Features
User Interfaces
· 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)
For the roles in which the Problems People-Centric UI and the Solutions People-Centric UI are visible, see:
Constraints
The Solution Database does not include complete business object methods.