You can use Solution Database reporting to determine the usage of problem/solution pairs in the following applications.
Interaction Center WebClient knowledge search
Standalone knowledge search
E-service
Knowledge administrators can use this information to improve the accuracy of the Solution Database, and thereby provide better solutions to end users.
For more information, see Knowledge Search and Knowledge Search in SAP CRM.
You can determine:
You can see which problem/solution pairs are most and least frequently
used (that is, most or least frequently given feedback by end users). You
can configure the number of most and least frequently used pairs that is displayed
in Customizing for Customer Relationship Management
,
by choosing . For example, you can display 10 or 100 pairs.
You can see how many problem/solution pairs are communicated to customers by e-mail, telephone, or e-service.
For each channel, you can see the problem/solution pairs that are most and least frequently communicated by this channel.
End users can provide feedback regarding the usefulness of a problem/solution
pair. They do this by selecting a predefined feedback option such as Useful
or Not
Useful
. You can define feedback options in Customizing for Customer
Relationship Management
, by choosing .
In Solution Database reporting, you can see how many problem/solution pairs are assigned to each feedback option.
For each feedback option, you can see the most and least frequently assigned problem/solution pairs.