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Function documentationSolution Database Reporting

 

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.

Prerequisites

See Solution Database.

Activities

You can determine:

Usage

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 Start of the navigation path Enterprise Intelligence Next navigation step Solution Database Next navigation step Configure Reporting End of the navigation path. For example, you can display 10 or 100 pairs.

Usage by channel

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.

Usage by feedback

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 Start of the navigation path Enterprise Intelligence Next navigation step Software Agent Framework Next navigation step Name and Configure Knowledge Base End of the navigation path.

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.