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
The WebClient UI supports searching in knowledge articles and creating new knowledge articles to describe solutions.
As software partner, you can publish notes in SAP Service Marketplace.
For more information, see Creating Partner Notes on SAP Service Marketplace.
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 step, in the Enable Switches 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
.
A knowledge article consists of the header details, which are organized in individual groups, and additional assignment blocks. You can customize which assignment blocks are displayed according to your requirements.
In the header details, you specify the general data that is valid for the entire knowledge article. This includes, for example, the following data:
General Data
: The title, the language, and key words describing the knowledge article.
Notes
: The type of knowledge you want to share and enter the description.
Subject
: The category the knowledge article refers to.
You enter processing data in the Administration
assignment block.
In the navigation bar, choose
.The Knowledge Article
dialog box opens.
Enter the knowledge article information.
Set the status toPublished
to make the knowledge article available in the system.
You can assign knowledge articles to messages in various ways:
Navigation path in the message | Function |
---|---|
| Suggests knowledge articles, independent of the data in the message. |
| Opens the search help to find a knowledge article and show the preview. |
| Opens the search help to find a knowledge article and show the preview. |
| Suggests knowledge articles, independent of the data in the message. |
For more information about creating knowledge articles and knowledge article templates, see the SAP Library for SAP Customer Relationship Management in the SAP Help Portal, at
.