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Function documentationInformation Security

 

Information security restricts access of users to certain categories of information when they search the Solution Database using:

  • Knowledge search in Interaction Center (IC) WebClient

  • Standalone knowledge search (transaction CRMM_SEARCH)

  • Frequently asked questions (FAQ) and solution search in Internet Customer Self-Service (ICSS)

You may want to restrict customers searching the Solution Database using ICSS to only access information for external users.

Note Note

Information security is not used when knowledge administrators search the Solution Database from within the Solution Database.

End of the note.

Features

Information security is achieved using problem profiles, solution profiles, and group profiles. The set of problems and solutions displayed is determined by the values of attributes such as the problem type and validation category. For example, you could specify that the profile Guest is allowed to retrieve only documents belonging to problem type A and validation category Guest.

Problem Profile

Solution Profile

Group Profile

Individual profile containing a set of values for one or more of the following attributes:

· Problem type

· Problem subtype

· Application area

· Validation category

· Priority type and level

· System status

· User status

· Subject profile

Individual profile containing a set of values for one or more of the following attributes:

· Solution type

· Solution subtype

· System status

· User status

Collection of individual problem and solution profiles. It allows the user to access all problems and solutions matching at least one of its individual profiles

Activities

Maintaining Information Security Profiles

Assigning Information Security Profiles to Users

More Information

For details on building your own information security using a Business Add-In, see: