How to Search a Knowledge Article

HI Experts,
I have created a knowledge Artilce and released, when i am trying to search the KA, i am unable to search.
Do i need to make any settings for SAF? do i need to have a separate TEREX server? Please advice and guide me in setting the SAF, if required.
Thanks & Regards
Milan

Hello Milan,
You can do the Knowledge Article Search based upon Posting date without having the TREX configured on your client.
For other help regarding configuration for Knowledge Article search, you can refer to the following link:
http://help.sap.com/saphelp_sm40/helpdata/en/83/1668ce7f3411d6885d00008658acb2/content.htm
I hope this helps.
Thanks
Vishal
Edited by: Vishal Kesar on Jun 21, 2010 9:49 PM

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Dear All,
We are using HANA database as a primary database. I'm in process of configuring Knowledge management using the best practice C3G/C29.
I did not get answers to below questions even after reading documentation on knowledge management and OSS notes(1254901,1517236,1703338,1730098,1770286,1773525,1777201,1789329,1789386,1792053,1816407,1817417).
1. Is it necessary to Install TREX even though the database is HANA ?
2. How to connect SAF(software agent framework) to HANA , SAF uses TCP/IP RFC connections to TREX ?
I have selected HANA database as search engine in below path.
SAP NetWeaver system and launch the Implementation Guide (IMG) by using transaction SPRO. Navigate to the node Search and Operational Analytics Common Settings for Operational Analytics and Embedded Search Configure Indexing Define TREX/BWA Destination or SAP HANA Database Connection .
As I'm using HANA database I can't use RFC destination of TREX TCP/IP connections and TREX was not installed.
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similar issue thread is unanswered since a year.
How to Knowledge base set up in SAP CRM 7 EHP 3 using HANA
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Hi there,
Please update anyone has idea on above issue.

Standard BAPI/RFC for Search Knowledge Article in Knowledge Management-Interaction Center

Hi All,
I am not from SAP CRM, but I am using CRM Web UI to maintain Knowledge articles. Now I want to know where in the backend this data is getting saved. Which table ?
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Regards,
Tejas Chouhan

Hi Tejas Chouhan,
In CRM Technically, Knowledge article is designed based on one order framework with business object category as BUS2000106 - CRM Knowledge Article.CRMD_ORDERADM_H table will give header details of KA (OBJECT_ID field would equal KA number).
Knowledge Articles in SAP CRM
Refer
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Regards,
Arjun

Search knowledge article remain nothing

hi,
i'm new to CRM.
i try to search for knowledge article in CRM interactive Center Web Client.
the articles can be found in CRM database CRMD_ORDERADM_H,
but when i seach from IC Web Client, it returns nothing.
do i miss out anything?
do i need to replicate from CRM? can anyone guide me?
thanks.
Shanti

Hello Shanti,
Perhaps you provide a more detailed description of which screen you are searching from. Are you searching from the "Knowledge Article" screen (new in CRM 7.0) or from the old "Knowledge Management" screen? The latter can only be used to search the Solution Database, Case Management, and other configured knowledge repositories -- but is not integrated by default with the Knowledge Article. So you need to use the dedicated Knowledge Article search screen from the NavBar.
Also, I am puzzled by your question about "replicating from CRM". What exactly are you referring to?
Thanks,
John

How to create knowledge articles in CRM?

Dear All,
With the new 7.0 version being completely new to us, we have struggling with creating knowledge articles in the system. How to create a new knowledge article in the system?
Thanks in advance!
Leon

Hi Leon,
You have to made the following settings for knowledge articles in Customizing for Customer Relationship Management:
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     Defined surveys and their determination under: Master Data -> Knowledge Articles -> Questionnaires
      The settings you make for surveys in Customizing determine the surveys that appear in the Questionnaires assignment block for knowledge articles.
     Configured the Software Agent Framework (SAF) under Enterprise Intelligence
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     Specified the categories to which the knowledge article can be assigned under: CRM Cross-Application Components -> Multilevel Categorization
Please find more details in the below link:
http://help.sap.com/saphelp_crm70/helpdata/EN/58/7c6e67f3834e338eab816bff7db5a6/frameset.htm
http://help.sap.com/saphelp_crm70/helpdata/EN/a7/2d70ccd04d4b8baa346e3a745c331a/frameset.htm
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Chethan

How to view Knowledge Article Assignment Block in Service Confirmation

Hi dudes,
CRM 7.0 introduces Knowledge Articles, which can be used in Service Orders, Repairs, etc, they have an assignment block for this purpose. Unfortunately, it is not available for Service Confirmations.
I'm not sure if it is possible to reuse the asignment block in this case. I found an interesting WIKI entry which tells how to display a z table in an assignment block. There is also information about how to assing a view to a component on building blocks config guide C04.
So I decided to follow those indications, and try to reuse it. It looked (apparently) easy (at least with my poor knowledge, since I'm new on this).
From the service order (BT116H_SRVO), I wrote down the technical data of the KA assignment block:
COMPONENT: GSDOCFLOW
VIEW: HdrDocFlowEF
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- Added View in ViewSet BT117H_SRVC/OVViewSet with component: GSDOCFLOW and View: HdrDocFlowEF.
- Saved.
I went back to the Component Structure Browser, View BT117H_SRVC/OVViewSet, Configuration tab, but the new assignment block is not available!!!
The C04 guide creates a component usage before adding the view, which I don´t know if it is needed in this case. Checking BT116H_SRVO, there is a component usage for KA!!! but I tried to replicate it and I got to the same point.
Maybe it is not as simple as I thought. I would really appreciate any advice on this issue
At least, please let me know if it is feasible.
thanks a lot!
Pablo
Edited by: Pablo Rodríguez Mateos on Sep 8, 2009 9:12 AM
Edited by: Pablo Rodríguez Mateos on Sep 8, 2009 11:24 AM

Thank you Enrique. I'll keep investigating. As soon as I reach a conclusion I'll let you know. I give you 2 points for the effort.
Regards.
Pablo

SCSM 2012R2 - How to assign automaticaly a knowledge article to ticket ?

Hello,
How can i assign automaticaly a SCSM knowledge article or a Sharepoint URL to a new ticket depending on his name ?
For information :
I create tickets directly from SCOM alert after putting into customfield10 his knowledge article URL (Sharepoint site).
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You see ?
thank's !
Jérémy

In the SCOM alert connector you could create a routing criteria based on the alert name and apply a template that includes the link to the knowledge article. That is a bit the other way around compared to what you are doing currently.
For a more dynamic approach use Orchestrator to add the knowledge article link to ex. the incident description based on the SCOM alert name. I think you can use the "map published data" activity for this (mapping alert names to article links),
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Hi,
I want to delete the index for Knowledge Article, create again and do the complete compilation.
In webui, Iam able to delete the Index and do complete compilation and Iam not sure how to create the index.
can anyone pl guide
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BABU

Hi,
Once u created a data source. go to respective application component which u have assigned ducring creatinon of DS in RSO2 and right click on it and use replicate metadata.
a popup with options 1. as data source
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Suggest Knowledge Articles

Hi Experts,
Am new to CRM Service profile.
Am working on CRM 7.0 EHP2 and am facing the problem in Suggest Knowledge Articles in Service Request.
To make enable the Multilevel Categorization i had maintained the following entries in the following path.
CRM IMG->CRM->CRM Cross-Application Components->Multilevel Categorization->Assign Transaction Types to Catalog Categories.
I had configured the Knowledge Articles and Service Request and i maintain same Multi Categorization for both transactions as shown in the below image.
I had maintain the entry in the customized table in the following path as given below.
CRM IMG->CRM->Transactions->Basic Settings->Setting for Service Request->Define System Proposals for Related Transactions
For both Knowledge Article ans Service Request Subject Profile can be able to maintain.
So i maintained the same values for the Service Request and Knowledge Article.
My Requirement is when ever i click the button suggest Knowledge Articles in the Related Knowledge Articles AB system should propose the Knowledge Article but after all the changes mentioned above am getting the result as There is no suggested knowledge article available.
Please suggest is any thing more need to configure or is any thing wrong in my settings.
I already searched on the issues in the SDN but problem not yet solved.
Any Suggestions will be helpful.

Hi Ravi,
In the service request can you please remove the check find related object and then check, the system will then not determine the knowledge article, hence the check for find related object in the service request is required and mandatory, you can also remove the check in your second screen shot for knowledge article and check
Answers to your query.
Knowledge article definition in sap is given below
You can use this function to obtain information, such as how-to documents, user manuals, or FAQ, to process, for example, incidents, problems, and requests for change that your customers may report.
To interpret the above, if there was a problem reported earlier by a customer which you have captured through your categorization in your service request, once the problem was resolved a knowledge article was created and assigned to the categorization
Hence again if the same customer or another customer calls and reports the same problem which is captured through categorization fields, the system will then determine the knowledge article if the person creating the service request goes to the knowledge management assignment block, the system determines the knowledge article, by opening this article the person can then inform the customer of the possible remedial measures or the solution to the problem which was reported(the solution would be captured in the knowledge article)
Is there any Standard Functionality available like Auto Complete the KA in the Service Request with out clicking on the Suggest Knowledge Article button.
No: You need too go to the knowledge article assignment block and click on suggest knowledge article, you can read the help document given below on knowledge article
Hope this helps.
Working with Knowledge Articles - Master Data - SAP Library
Kind Regards
Atul

Follow up Knowledge Article

Hi all ,
I want a follow up Knowledge article from ServiceRequest and i have done all the required copy control configuration. but still when i click " create follow up " in Service Request , i didnt find Knowledge article transaction in follow up.
Thanks

Hi Shikhar,
Would you please explain me how you solved the issue.
What was the reason why knowledge article was not found as a follw up from Service request?
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Maddy

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Hi,
We have configured the service desk functionality in 7.1, and planning to extend the Knowledge Article functionality.We have few questions on this..
How does "Suggest Knowledge Articles" works?,what's the logic?
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Cherry

Hi Luis,
Yes, it can be publish for users, by defining the authorization scope.
refer page number 4 knowledge management
refer Working with Knowledge Articles - Master Data - SAP Library
Thanks
Jansi

Unable to load Knowledge Article automaticaly

Hello,
We need to load several thousand Knowledge Articles in the system for the beginning of the project.
It is impossible to use LSMW in a WebUI transaction so I tried to use LSMW with the old transaction u201CCMRD_ORDERu201D but there where major difficulties. KA created with this transaction cannot be seen in the WEBUI search (even manually).
I tried to create a specific program to load a Knowledge Article in SAP GUI using CRM_ORDER_MAINTAIN.
The created KA appears in CRM_ORDER_READ and in the transaction CRMD_ORDER.
However, the same knowledge article ID when searched in WebUI is not seen.
I have even tried to do SAF Compilation to see if it helps but the KA is still not visible in WebUI which is the main concern.
Kindly Suggest.
Stéphane

Hi Stephanie,
Thats a very valid and geniune question. We also had to upload Knowledge Articles in the CRM system when our client migrated from PeopleSoft CRM system to SAP CRM.
Its known that Knowledge Article comes one One Order Frame Work and we can still use CRM_ORDER_MAINTAIN and CRM_ORDER_SAVE FMs to load the KAs into the system.
However, we need to do some additional steps in order to make it appear in the UI search.
First of all you need to make sure that SAP is configured and the Knowledge Article Indexing Job is set up. Indexing is a very important part which is required for the Knowledge Articles to work properly in UI.
To Set Up, go to SPRO->CRM->Enterprise Intelligence-.>Software Agent Framework
Second thing, while writing the data conversion program, be sure to include the following logic in your program to make the Knowledge Article appear in the UI search:
            CALL METHOD cl_crm_knowledge_article_util=>ka_change_kb_notif
              EXPORTING
                ir_entity         = lv_result_final
                iv_compile_action = 'U'.
This is the addtional piece of code which the system calls while specifically saving Knowledge Article in standard functionality so that it works fine in UI search.
Hope it helps.
Thanks
Vishal

Document search and knowledge search

Hi All,
I have seen two work centres on interaction center:
document search and knowledge serach.
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how can we configure the same.
please provide some docs.
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Priya

Hello Priya,
Knowledge Search is used to search for solutions to problems using the Software Agent Framework (SAF) to search against the Solution Database (SDB) or other knowledge repositories that you configure (such as Case Management or Service Tickets).
The Document Search is for searching for related documents that might be linked to the confirmed account using Content Management.
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Hi Experts,
I am wroking on SAP CRM 7.0 SP06 and now we are planning to implement Knowledge Article functionality.
I have done the all configuration settings and multilevel categorization, every thing working fine. Now I want to convert problems/solutions which already created in CRM and stored in SDB into knowledge article.
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Babu.

Hi Kevin,
Well, I'm new on this and have only worked on CRM 6 & 7. I'll give you my advice regarding these CRM versions. I don't know if it is supported on CRM 5.
IMG:
CRM >> Enterprise Intelligence >> SAF >> Name and Configure KB
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Regards.
Pablo

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Hi,
We have CRM 7.0 Interaction center.
I executed the knowledge article full compilation by getting in to the IC_MANAGER business role.
In the middle of the full compilation, the job failed with the reason MEMORY_NO_MORE_PAGING.
Now basis corrected it and want to start again the full compilation.
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Regards
A.Sureshbabu.

Hi,
I am running into the same error during full index compilation.
Have you been able to resolve the issue ?
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How to Search a Knowledge Article

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