Show TOC

 Knowledge Article

 

Technical Data

Technical Name of Business Function

BF_CRM_KA_CI_1

Type of Business Function

Enterprise Business Function

Available As Of

SAP enhancement package 2 for SAP CRM 7.0

Technical Usage

CRM core (BBPCRM)

Application Component

Knowledge Article (CRM-BTX-KA)

Required Business Function

Not relevant

You can do the following with this business function:

  • Define how the system determines the proposals that it makes available for a business transaction, to identify related knowledge articles.

  • Directly create new knowledge articles from a business transaction, via assignment block Related Knowledge Articles

Prerequisites

  • You have installed the following components as of the version mentioned:

    Type of Component

    Component

    Is Needed Only for the Following Features

    Software component

    BBPCRM 702

  • In addition, the following prerequisites must be fulfilled to use this business function:

    You have made the settings in Customizing for Customer Relationship Management, under Start of the navigation path Master Data Next navigation step Knowledge Articles Next navigation step Define System Proposals for Related Knowledge Articles End of the navigation path.

Features

This business function contains the following:

  • In the respective overview pages for the transaction types Incident/Service Request, Problem, and Request for Change, the entry Find Knowledge Articles in the selection list for button More has been hidden.

  • To make it easier to find the knowledge article you are looking for, you can use Customizing to change the function of the pushbutton Suggest Knowledge Articles, which is in assignment block Related Knowledge Articles, as follows: The number of displayed knowledge articles can be restricted, using the categorization of the subject or the status of the knowledge article.

  • In the dialog box Search Related Knowledge Articles, the column Text has been enhanced. Here you see the first 40 characters of the text for the knowledge article. The text type that you see depends on Customizing. It can be, for example, a problem description or a solution description.

  • You can directly create new knowledge articles in assignment block Related Knowledge Articles, by using the pushbuttons New or New from Template. This function is available for the following transaction types:

    • CRMC - Complaint

    • SRVO - Service order

    • SRVR - Service request

    • ITCH - Request for change (IT service management)

    • ITIN - Incident (IT service management)

    • ITPR - Problem (IT service management)