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Process documentationProcessing Knowledge Articles

 

A knowledge article is a piece of information that 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.

    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 on SAP Service Marketplace.

    End of the note.

  • Search in messages for knowledge articles and display them in a preview to help decide which is most appropriate.

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

    For more information, see the configuration of IT Service Management (transaction SOLMAN_SETUP) in the Start of the navigation path Perform Standard Configuration Next navigation step Configure Manually End of the navigation path step, in the Activate Switch for ITSM activity.

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

  • Display knowledge articles: Depending on authorization and settings, the reporter opens the knowledge article or the system shows the knowledge article information in the message. If configured in PPF action SMIN_STD_ADD_KA_ATTACHMENT, mobile devices display the knowledge articles as attachments to the incident if knowledge articles are assigned to an incident in status Proposed Solution or Customer Action.

Process

Creating knowledge articles

  1. In the navigation bar, choose Start of the navigation path Create Next navigation step Knowledge Article End of the navigation path.

    The Knowledge Article dialog box opens.

  2. Enter the knowledge article information.

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

Assigning knowledge articles to messages

You can assign knowledge articles to messages in various ways:

Navigation path in the message

Function

Start of the navigation path More Next navigation step Find Knowledge Article End of the navigation path

Suggests knowledge articles, independent of the data in the message.

Start of the navigation path Links Next navigation step Related Knowledge Articles End of the navigation path

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

Start of the navigation path Related Knowledge Article Next navigation step ID Next navigation step Search Help End of the navigation path

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

Start of the navigation path Related Knowledge Article Next navigation step Suggest Knowledge Article End of the navigation path

Suggests knowledge articles, independent 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, at Start of the navigation path http://help.sap.com/crmInformation published on SAP site Next navigation step <Release SAP CRM 7.0 or higher> Next navigation step Application Help Next navigation step Master Data Next navigation step Knowledge Article End of the navigation path.

For more information about knowledge article templates, see the SAP Library for SAP Customer Relationship Management in the SAP Help Portal, under Start of the navigation path http://help.sap.com/crmInformation published on SAP site Next navigation step <Release SAP CRM 7.0 or higher> Next navigation step Application Help Next navigation step Master Data Next navigation step Knowledge Article Next navigation step Using Knowledge Articles End of the navigation path.