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The Solution Database is a repository of information that is stored as problems and solutions, and indexed for immediate retrieval. For a list of applications that use the Solution Database as a knowledge base, see Integration below.

Knowledge administrators use the Solution Database to define problems and solutions using, for example, free-text descriptions in several languages and customized attributes. You can structure multiple relationships between problems and solutions, and navigate easily between them.

The Solution Database offers a basic interface for knowledge administrators, agents, field engineers, and other users to search for problems and solutions.

Implementation Considerations

You have configured the Software Agent Framework. See:

You have configured the Solution Database. See Configuration Help for Solution Database.

Note Note

Prior to SAP CRM 4.0 SP02, a language support package had to be installed for the languages Japanese, simplified Chinese, traditional Chinese, and Korean. As of SAP CRM 4.0 SP02, this is no longer necessary because the search engine used in the Solution Database is now Search and Classification (TREX).

End of the note.

Integration

Search Engine and Compilation

The search engine used in the Solution Database is Search and Classification (TREX). For TREX to find problems and solutions in a search, your knowledge administrators must compile the Solution Database using the Knowledge Base Compilation application.

Applications

The Solution Database is used as a knowledge base in the following applications:

  • Knowledge search of Interaction Center (IC) WebClient

  • Standalone knowledge search (transaction CRMM_SEARCH)

  • Solution search and frequently asked questions (FAQ) of Internet Customer Self-Service

Knowledge administrators can determine the usage of problems and solutions in these applications via Solution Database Reporting.

Archiving

Archiving of Problems (CRM-MD-SDB)

Archiving of Solutions (CRM-MD-SDB)

Features

User Interfaces

  • SAP Graphical User Interface (SAP GUI)

    On the SAP Easy Access screen, choose   Service   Enterprise Intelligence   Solution Database   Maintain Problems and Solutions   (transaction IS01).

  • Interaction Center (IC) Web Client

    Choose   Knowledge Search  .

Constraints

The Solution Database does not include complete business object methods.