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Function documentationKnowledge Search in SAP CRM Locate this document in the navigation structure

 

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   Customer Relationship Management   Enterprise Intelligence   Software Agent Framework   Business Add-Ins (BAdIs)   BAdI: Knowledge Bases  .

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

    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   Customer Relationship Management   Interaction Center WebClient   Basic Functions   Define Knowledge Search Profiles  . 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   System   User Profile   Own Data  .

  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.