Use Knowledge Articles in SAP CRM 7.0 for Fast Solutions and Efficient Service

  • by Sruthi Jain, CRM Consultant, SAP
  • April 12, 2013
Discover how to configure knowledge articles in SAP CRM 7.0, a particularly valuable tool for service scenarios in which agents often receive the same queries from multiple customers. With knowledge articles, your organization can maintain standard answers or instructions as reusable documents. In addition, see how SAP CRM can automatically suggest knowledge articles for easy reference, helping to reduce processing time.
Key Concept

Knowledge articles allow users to create, compile, and reuse existing knowledge within the organization. For example, if a call center agent receives a call that the scanner has a technical glitch, the agent can search the knowledge base (i.e., a collection of knowledge articles) according to the issue in consideration—in this case, the scanner—and help the customer with a solution based on the knowledge articles’ content.

Knowledge articles, an added feature in SAP CRM 7.0, behave like standard one order objects. They can be very useful to an organization, and SAP CRM 7.0 supports various features and functions related to knowledge articles, including:

  • Categorization of knowledge articles, which facilitates faster searches for specific information
  • The option to link various documents (e.g., uniform resource locators such as Web sites and portal help links) to a knowledge article as attachments
  • The authorization scope functionality, which allows you to restrict access to certain knowledge articles
  • The ability to maintain knowledge articles in multiple languages. For example, SAP NetWeaver Search and Classification (TREX) currently supports knowledge base searches in 15 languages.
  • Text determination procedure
  • Status profiles
  • Partner determination procedure
  • Action profiles
  • Date profiles

Knowledge articles are also configured like one order objects, so they can support the following standard features:

  • Text determination procedure
  • Status profiles
  • Partner determination procedure
  • Action profiles
  • Date profiles

In this article, I expand on all these features except for action and date profiles, which are standard one order functions.

Sruthi Jain

Sruthi Jain is an SAP CRM consultant with SAP Global Delivery. She has eight years of experience with SAP systems. She has knowledge in the areas of Interaction Center and the CRM WebClient UI. She is also well versed in the concepts of shared services framework. She is certified in HANA, ABAP and SAP CRM 2007. You may contact Sruthi on LinkedIn at http://in.linkedin.com/in/sruthijain/.

 

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Comments

6/23/2013 1:41:04 PM
P Nair

Excellent article, thanks for posting this . This helped us understand the new functionality and how it differs from the problem/solution model.

Thanks once again.

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