Best Practice on Knowledge Management, IS01 Problems and Solutions

Question

Been Playing with KM and looking for insight from other users (will give points) using it for ICWC.
We have mulitple product lines where we have documents with Q & A's in each line.  As I look at moving that into CRM via IS01, I am looking for any Best Practices or recommendations.
1. Create a single problem and solution for every question.
2. Create a single problem (list all questions)  for every product line and create multiple solutions that are linked to that problem (solution for each question)
3. Is LMSW a good tool for loading data in mass?
The ICWC search brings back the 1st line on the problem & solution on the screen, meaning I try to limit the characters used so it fits on the ICWC screen, a long 1st line on the problem doesn't allow the agent to see enough of the solution without opening the link.
Thanks,
Edited by: Glenn Michaels on Jun 14, 2008 9:52 PM

Answer 1

Hello Glenn,
If it helps, here's a scenario about KB on my company system.
Our call center supervisors are the persons who creates problem and solutions in our KB. They maintain it but don't use IS01 transaction. They use instead  People Centric BSP's for Problem s and solutions (they're integrated in IC webclient with the help of transaction launcher).
Normally, they prefer creating multiple solutions to one problem, instead of single problem - single solution method. This because some questions may have multiple solutions. They could put all the solutions text in one solution object, but for maintainance purposes we think it's better to create multiple solutions object to every solution text, because if one solution becames obsete, all we have to do is unlink instead of changing the text.
We don't use LSMW. I don't have much experience in LSMW, but if you use it, be careful to respect KB interval numbers for problems and solutions. We implement an initial set of problems and solutions in our Development system, and we passed to the Quality and Produtive system, with the precious help of sap note '728295 - Transport the SDB customization between two CRM systems' and '728668 -Transport the content of the SDB between two CRM systems'.
One cool idea to use the KB is using Auto-suggest feature. The idea is to integrate the links between problems and solutions with, for example, service ticket categorization, using BSP Category modeler, and when an agent classifies a ticket, at the top of the screen it will appear the suggested solutions/problems for the classification choosen.
I think that's all.
Sorry for my poor english. Today I'm not feeling very inspirated
Kind regards.
Edited by: Bruno Garcia on Jun 17, 2008 9:51 PM (added note 728668)