Knowledge management Functionality  - C4C

Hi ,
I am going to work on C4C project  and this my first C4C project with Marketing Sales and  Service as part of the scope. Our Client also have knowledge management functionality as part of the legacy. My question or my concern is  that I am aware that MIND-TOUCH is knowledge management server which interacts with C4C for the solutions . But currently my client doesn't have any knowledge server to interact with CRM for the solutions.
I would request you to help me on how the actual  knowledge management Functionality works and different approaches to achieve this solution.
Thanks for your help.
Regards
Mahesh

Hi,
By integrating an external knowledge base, you enable agents to search for solutions and attach articles to responses without having to leave the workspace. The workspace will also include a list of recommended articles based on an automatic search of the knowledge base using the product and other keywords identified via text analysis as the search parameters.
•You have an external knowledge base that supports the OpenSearch standard with an RSS or Atom based search API.
•You know the URL for the API (from your knowledge base vendor).
•You know the search term input parameter for the API (from your knowledge base vendor).
You have to enable the knowledge base integration from scoping
Hope this helps.
Regards,
Siddhartha

Similar Messages

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    Hi,
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    =============================
    The SAP Knowledge Provider (KPro) is a cross-application and media-neutral information
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    With its Knowledge Management capabilities, SAP NetWeaveru2122 provides a central, role-specific point of entry to unstructured information from various data sources in the portal. This unstructured information can exist in different formats such as text documents, presentations, or HTML files. Workers in an organization can access information from different source such as file servers, their intranet, or the World Wide Web. A generic framework integrates these data sources and provides access to the information contained in them through the portal.
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    http://help.sap.com/saphelp_ep60sp2patch5/helpdata/en/4c/9d953fc405330ee10000000a114084/frameset.htm          
    Content Admin Objects in Content Administrattion                         
    https://www.sdn.sap.com/irj/servlet/prt/portal/prtroot/docs/library/uuid/9801b8f9-0701-0010-3f98-bceb17f62a4f                         
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    http://help.sap.com/saphelp_nw2004s/helpdata/en/da/2bfa40fd14f323e10000000a155106/frameset.htm          
    https://www.sdn.sap.com/irj/servlet/prt/portal/prtroot/docs/media/uuid/6f23799d-0701-0010-eab5-877fa8771d5e
    TREX stands for Text Retrival And Classification it provides software application with a wide                                         
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    https://www.sdn.sap.com/irj/sdn/go/portal/prtroot/docs/library/uuid/81c1ca90-0201-0010-a2a1-b0412ec9cd1a                                        
    https://www.sdn.sap.com/irj/sdn/go/portal/prtroot/docs/library/uuid/ec4ee290-0201-0010-6c8d-98db9abff2cc                                        
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    Using the Instant Messenger
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    Groupware IntegrationBLOG-          
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  • Difference between Knowledge Management and Knowledge Warehouse

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    My mail id :[email protected]
    Regards,
    venkat.

    Hello,
    KMC (Knowledge Manageent and Collaboration) is the SAP EPs functionality for providing a central approach to a companies unstructured and distributet document storages and informations.
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  • Information regarding knowledge management

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    KM User docu (Functions:Searching,Ratings,Reviews,Feedback,Notifications)     http://help.sap.com/saphelp_nw70/helpdata/en/48/1be442d8dd5804e10000000a155106/frameset.htm
         http://help.sap.com/saphelp_nw70/helpdata/en/43/ce3a90010f01b4e10000000a11466f/frameset.htm
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    Lubi

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    You will find Empties Management Functionality in ECC 6.0.
    Please let me know if you need more information.
    Regards
    Sridhar M

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