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A knowledge article is a piece of information which can be used to clarify a subject.

You use knowledge articles as follows:

  • Search knowledge articles for solutions to messages.

  • Create knowledge articles to provide solutions to similar messages.

  • Search in messages for knowledge articles, and display them in a preview, to assign the most appropriate one.

    The preview depends on the configuration of the SAP Solution Manager.

    For more information, see the configuration of Incident, Problem and Request Management (transaction SOLMAN_SETUP) in the step   Standard Configuration   Manual Configuration  , in the activity Activate Switch for ITSM.

  • Assign knowledge articles to messages, to give the reporter and processors information to help to resolve the message.

    Depending on authorization and settings, the reporter opens the knowledge article, or the system shows the knowledge article information in the message.

    Note Note

    The WebClient UI supports searching in knowledge articles, not in the solution database. Create new solutions in knowledge articles.

    As software partner, you can publish notes in the SAP Service Marketplace.

    For more information, see Creating Partner Notes in the SAP Service Marketplace.

    End of the note.

Process

Create Knowledge Article
  1. In the navigation bar, choose   Create   Knowledge Article  .

    You go to the Knowledge Article dialog box.

  2. Enter the knowledge article information.

  3. Set the status Published to make the knowledge article available in the system.

Assign knowledge article to messages

You can assign knowledge article to messages in various ways:

Navigation path in the message

Function

  More   Find Knowledge Article  

Proposes knowledge articles, independently of the data in the message.

  Links   Associated Knowledge Articles  

Opens the search help, to find a knowledge article and show the preview.

  Associated Knowledge Article   ID   Search Help  

Opens the search help, to find a knowledge article and show the preview.

  Associated Knowledge Article   Propose Knowledge Article  

Proposes knowledge articles, independently of the data in the message.

More Information

For more information about creating knowledge articles, see the SAP Library for SAP Customer Relationship Management in the SAP Help Portal, under   http://help.sap.com/crm   <Release SAP CRM 7.0 or higher>   Application Help   Master Data   Knowledge Article  .