Technical Name of Business Function |
|
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 |
|
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
You have installed the following components as of the version mentioned:
Type of Component |
Component |
Is Needed Only for the Following Features |
---|---|---|
Software component |
|
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 .
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)