Configuring Solution Search in ICSS 

 

The Solution Search tool gives ICSS users direct access to your knowledge bases when they need to solve product problems. Users  enter a description of their problem to retrieve a list of relevant solutions from the solution database. If they log on before they perform the search, they can save solutions in their My Solutions page for future reference.

 

CRM Backend System Configuration

·        Define a sender e-mail address to be used when a solution is sent to a third party.
In Customizing, choose Customer Relationship Management ® E-Service ® Internet Customer Self-Service ® Set-Up E-Mail Addresses. Fill in the Solution Search field with an e-mail address.

·        Define the SMTP Server.
In Customizing, choose Customer Relationship Management ® E-Service ® Internet Customer Self-Service ® Set-Up E-mail Addresses. In the SMTP Server field, enter the address of the installed SMTP server. (Same as component Forgot Password)

 

TREX Index Server Configuration

For the ICSS Solution Search to work properly, you must install the TREX index server and the SAF (Software Agent Framework) components. For installation of these components, see CRM Software Agent Framework (SAF) Installation Guide under http://service.sap.com. The SAF must be used to create and compile database records regarding problems/solutions into the TREX search engine.

If only the application server name is set (rather than the CRM system name) in your Extended Configuration Management (XCM) settings, you need to set the CRM system name into parameter APPSERVERNAME in file /WEB-INF/classes/icsseiconfig.properties.

 

Optional Java Configuration

Set parameters for Solution Search (Component solution_search in XCM)

·        max_solutions_per_page
Description: The number of solutions displayed per page.
Default Value: 10
Value Range: any integer

·        max_attributes_per_page
Description: The number of attributes displayed per page.
Default Value: 4
Value Range: any integer