Knowledge Search 

Use

The knowledge search function enables EIC agents to find solutions to, or information about, problems and requests in the Employee Interaction Center (EIC). The knowledge search accesses data in one or more integrated knowledge databases.

For more information about the knowledge search function, see Knowledge Search and Knowledge Search in IC Web Client.

Prerequisites

If you want to integrate the knowledge search function in the Employee Interaction Center (EIC), you must:

·        Synchronize Customizing

You must copy the database entries from client 000 to the current client for the database entries for the Software Agent Framework (SAF) and the knowledge search function. To do this, you can run a report in Customizing for the Employee Interaction Center under Interaction Center Web-Client ® Utilities ® Synchronize Customizing.

·        Connect search engine

Create an RFC connection in the Display and Maintain RFC Connections transaction (SM59). You use this connection to integrate a search engine. You set up the connection in Customizing for the Software Agent Framework (SAF). SAF provides you with the architecture for implementing the tools you need to search for documents and information in the connected knowledge databases. For more information, see Software Agent Framework.

For the SAF, the standard system includes a search engine called STANDARD. It integrates Search and Classification (TREX) using TCP/IP communication. For more information about Search and Classification, see TREX.

·        Configure knowledge database

The standard system includes a knowledge database for the languages English and German. If you want to configure the database for additional languages, you can use a wizard that can be found in Customizing. For more information about configuring the knowledge database, see the Implementation Guide for Personnel Management, Employee Interaction Center ® Basic Functions ® Knowledge Search ® Define Knowledge Databases.

The contents you create for the knowledge database must be based on Case Management.

·        Configure application

You configure an application that is recognized in SAF. Each application has a different name to which you assign one or more existing knowledge databases. A wizard is included in Customizing that enables you to configure the knowledge search as an application, for example. You can select a language and enter a description.

The application exists in the standard system in English and German. For more information about configuring the application, see the Implementation Guide for Personnel Management, Employee Interaction Center ® Interaction Center Web-Client ® Basic Functions ® Knowledge Search ® Set Up Application.

·        Compile knowledge database

Use the Indexing application to compile the knowledge database.

Features

The standard system includes two knowledge databases for the Employee Interaction Center (EIC):

·        HREIC_CASES: Knowledge database for cases

·        HREIC_CASES_DOC: Knowledge database for documents assigned to the cases

Business Add-Ins (BAdIs) are used to integrate the knowledge search function in the Employee Interaction Center (EIC) and to integrate the two knowledge databases. The standard system includes two implementations of the BAdI CRM_SAF_KB (SAF: BAdI Definition for Knowledge Repository):

·        HREIC_SAF_KB_CASES (Cases)

·        HREIC_SAF_KB_DOC (Documents)

In the knowledge search function, the system displays all cases for which documents exist in the language in which you execute the search. Regardless of whether documents in several languages are assigned to a particular case, the system displays only those documents that are in the language used to execute the knowledge search function in the IC WebClient. The system does not display cases to which only documents in a different language are assigned or cases to which no documents have been assigned. Furthermore, the system only displays cases with the status Released.

If you want to use the BAdI implementations included in the standard system, you must use Case Management to create content for the knowledge database (cases and documents). The standard implementations are valid for Case Management only. If you want to implement a customer-specific knowledge database, you must create customer-specific BAdI implementations.

A diagnosis tool exists that you can use to identify and solve problems relating to the SAF and the knowledge search function. You can find this tool in Customizing for Personnel Management under Employee Interaction Center ® Interaction Center Web-Client ® Basic Functions ® Knowledge Search ® Diagnosis Tool.