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Process documentationProcessing Knowledge Articles

 

In a knowledge article, you provide information about a subject, usually about resolving incidents.

Structure of a Knowledge Article

A knowledge article consists of the header details, which are organized in individual groups, and additional assignment blocks. You can customize which assignment blocks are displayed according to your requirements.

Header Level

In the header details, you specify the general data that is valid for the entire knowledge article. This includes, for example, the following data:

  • General Data: The title, the language, and key words describing the knowledge article.

  • Notes: The type of knowledge you want to share and enter the description.

  • Subject: The category the knowledge article refers to.

Assignment Blocks

You enter processing data in the Administration assignment block.

Process

As a processor, you use knowledge articles to do the following:

  • Search knowledge articles to find solutions for incidents

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

    The preview depends on your configuration of SAP Solution Manager.

    For more information, see the SAP Solution Manager Configuration (transaction SOLMAN_SETUP), IT Service Management scenario, in the Start of the navigation path Perform Standard Configuration Next navigation step Configure Manually End of the navigation path step, in the Enable Business Functions for ITSM activity.

  • Create a knowledge article to provide a solution, if a knowledge article does not already exist for the solution.

    Note Note

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

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

    End of the note.

  • Assign knowledge articles to messages to give the reporter and processors information for resolving the incident.

  • Display knowledge articles

    Depending on authorization and settings, the reporter opens the knowledge article or the system shows the knowledge article information in a message.

As a reporter, you can display knowledge information in an incident.

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 with the Proposed Solution or Customer Action statuses.

Creating knowledge articles

  1. In the navigation bar, choose Start of the navigation path Create Next navigation step Knowledge Article End of the navigation path.

    The Knowledge Article dialog box opens.

  2. Enter the knowledge article information.

  3. To make the knowledge article available in the system, set the status to Published.

Assigning knowledge articles to messages

You can assign knowledge articles to messages in several ways:

Navigation path in the message

Function

Start of the navigation path More Next navigation step Find Knowledge Article End of the navigation path

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

Start of the navigation path Links Next navigation step Related Knowledge Articles End of the navigation path

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

Start of the navigation path Related Knowledge Article Next navigation step ID Next navigation step Search Help End of the navigation path

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

Start of the navigation path Related Knowledge Article Next navigation step Suggest Knowledge Article End of the navigation path

Suggests knowledge articles, regardless of the data in the message.

More Information

For more information about creating knowledge articles and knowledge article templates, see the SAP Library for SAP Customer Relationship Management in the SAP Help Portal, at Start of the navigation path http://help.sap.com/crmInformation published on SAP site Next navigation step <Release SAP CRM 7.0 or higher> Next navigation step Application Help Next navigation step Master Data Next navigation step Knowledge Article End of the navigation path.