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Process documentationProcessing Knowledge Articles Locate this document in the navigation structure

 

A knowledge article is a piece of information that can be used to clarify a subject.

You use knowledge articles as follows:

  • Search knowledge articles for solutions to messages.

  • Create knowledge articles to provide solutions to similar messages.

    Note Note

    The WebClient UI supports searching in knowledge articles, not in the solution database. Create new solutions in knowledge articles.

    As software partner, you can publish notes in the SAP Service Marketplace.

    For more information, see Creating Partner Notes in the SAP Service Marketplace.

    End of the note.

  • Search in messages for knowledge articles and display them in a preview to help decide which is most appropriate.

    The preview depends on the configuration of the SAP Solution Manager.

    For more information, see the configuration of IT Service Management (transaction SOLMAN_SETUP) in the   Perform Standard Configuration   Configure Manually   step, in the Activate Switch for ITSM activity.

  • Assign knowledge articles to messages, to give the reporter and processors information to help to resolve the message.

  • Display knowledge articles: Depending on authorization and settings, the reporter opens the knowledge article or the system shows the knowledge article information in the message. If configured in PPF action SMIN_STD_ADD_KA_ATTACHMENT, mobile devices display the knowledge articles as attachments to the incident if knowledge articles are assigned to an incident in status Proposed Solution or Customer Action.

Process

Create Knowledge Article

  1. In the navigation bar, choose   Create   Knowledge Article  .

    The Knowledge Article dialog box opens.

  2. Enter the knowledge article information.

  3. Set the status toPublished to make the knowledge article available in the system.

Assign knowledge article to messages

You can assign knowledge articles to messages in various ways:

Navigation path in the message

Function

  More   Find Knowledge Article  

Proposes knowledge articles, independent of the data in the message.

  Links   Associated Knowledge Articles  

Opens the search help to find a knowledge article and show the preview.

  Associated Knowledge Article   ID   Search Help  

Opens the search help to find a knowledge article and show the preview.

  Associated Knowledge Article   Propose Knowledge Article  

Proposes knowledge articles, independent of the data in the message.

More Information

For more information about creating knowledge articles, see the SAP Library for SAP Customer Relationship Management in the SAP Help Portal, at   http://help.sap.com/crm   <Release SAP CRM 7.0 or higher>   Application Help   Master Data   Knowledge Article  .