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 Knowledge Article 2

 

Technical Data

Technical Name of Business Function

CRM_KA_CI_2

Type of Business Function

Enterprise Business Function

Available As Of

SAP enhancement package 1 (SP07) for SAP CRM 7.0

Technical Usage

CRM core (BBPCRM)

Application Component

Knowledge Article (CRM-BTX-KA)

Required Business Function

Not relevant

This business function allows you to assign knowledge articles quicker and easier.

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 701

  • 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 End of the navigation path, in the following activities:

    • Activate Briefing Card for Knowledge Articles Result List

    • Assign Text to UI Attribute Name

Features

This business function contains the following:

  • To quickly make information about the knowledge article available to you, there are four new columns and a quick info text in all result lists for knowledge articles, and in the Related Knowledge Articles assignment block:

    • Problem description

    • Solution description

    • Internal note (can be shown using personalization)

    • Custom field, available for your own text IDs (can be shown using personalization)

    You can use filters for all four fields.

  • Briefing card in each result list for knowledge articles

    In all result lists for knowledge articles, you can use Expand Hierarchy to expand the briefing card for a knowledge article. It contains the full text of all four fields mentioned above.

Both features affect the following result lists:

  • Result list in the search

  • Result list to which you navigate from the assignment block Related Knowledge Articles by using the input help button.

  • Result list in the dialog box Search Related Knowledge Articles, to which you navigate by using the pushbutton Suggest Knowledge Articles, for example, when you create a problem.

    Note Note

    If you have also activated the Knowledge Article business function (CRM_KA_CI_1), the Text column, which is normally displayed with the business function, is no longer displayed.

    End of the note.

  • You can perform a language-dependent search for knowledge articles. For more information, see note 1662945Information published on SAP site.