Product ID knowledge search

Hello,
Please could anyone tell me if it is possible to look for "product ID" in the knowledge search (SDB)? And how could I get it? it is CRM 4.0 winclient
Thanks in advance

Hi,
Please place a break point in class CL_CRM_IC_PRODSEARCH_CN00 and method set_product id and check the value that is coming across for product id.
I think that there is something wrong in the data that is coming up.
Thanks and regards,
Murli Rao

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How To Simplify Knowledge Search On My Oracle Support (MOS) For WCI (ALUI)

****** Please feel free to post a reply to this thread if you've found the link provided here useful ******
Where's The WCI Knowledge On My Oracle Support?
Have you been frustrated by how difficult it is to navigate the My Oracle Support "Product Tree" when searching for WebCenter Interaction knowledge articles?
Do you find yourself confused by the number of articles returned from your keyword searches for knowledge that have absolutely nothing to do with WCI Products?
Is there really any knowledge base for WCI products at all?
The answer is yes! In fact it's very healthy and getting healthier every day.
Across the breadth of the the WCI Products (Portal, Collab, Publisher, Analytics...etc.) there are hundreds of current and updated knowledge articles available on MOS.
New knowledge is created from almost every support case where the issue was not otherwise solved by existing knowledge or documentation.
The Support Team is reviewing and publishing an average of 20 new articles a month, each of them solutions culled from actual customer engagements.
We recognize that it can be difficult to navigate the "product tree" to narrow the scope of your search results to ensure it's limited to the knowledge created specifically for the WCI products.
To help make it easier for WCI customers to get to the right knowledge as quickly as possible we've created a valuable link to use anytime you want to search MOS for
WCI product knowledge. The link at the bottom of this posting will limit your search to only the products in the WCI family.
Let Us Know How We're Doing
Did an article help you resolve your issue and avoid having to log a service request?
Was the article perfectly written and exactly what you needed?
Was the article more complicated than it should have been or somehow incomplete?
Make sure you "rate" the article after viewing it and feel free to make comments to improve an article.
Look for the "Rate This Document" icon at the bottom of the view window for the article and click there.
The feedback goes directly to the team that created the article is actively reviewed in an effort to improve on the knowledge already provided
or to help generate new knowledge as needed. The Support Team is striving to ensure that the right information is available at the right time.
<h2>Click this link: WCI Search
The link should take you right to the WCI KM search section on MOS (after you log in) and all you need do from there is enter your key words and "Search".

SUPER userful.
I attempted to use the Knowledge Base on oracle support earlier today to find this precise information and gave up in frustration.
This link definitely helps.

IC Knowledge Search using external non-sap KB repository

We are currently prototyping the Knowledge Search functionality in CRM 2007. However instead of using the Solution database, we would like to use an external repository like MS-Sharepoint as our knowledge base. We would like to get some feedback from the forum to understand if this approach to integrate an external CM system has any downsides as against using the standard solution database
Thanks,
Santosh

Hello there,
SAP Solution Manager contains some functionality to work with non SAP products. For example, in transaction SMSY (system landscape) you can define non SAP products and therefore non SAP systems, although the functionatlity that you get thus is somewhat limited (no automatic refresh, no logon from RFC destination, etc).
The same applies for the project (SOLAR_PROJECT_ADMIN) part of Solution Manager. It is possible to assign a logical component for a non SAP product to a project, then in the project it is possible to describe the process and document it but it will not be possible to use the more SAP oriented functionality like links to IMG projects, etc.
Best regards,
Miguel Ariñ

Knowledge Search not working in Win client

hi there
i have a problem with knowledge search not working in IC Win Client in CRM version 5.0
i guess the problem is with the workspace that is IIA for solution search that is assigned against the knowledge search
please tell what should i do as right now when i am trying to execute it or open the knowledge search dump is coming stating null object referenced
i wonder what could be the solution
best regards
ashish

Hello ashish,
I had that problem too. You have to apply note 1002299 to restore missing configurations in SAF.
Also, if you worked with IIA in previous versions, take a look at note 656321 to check it's evolution (replacement by SAF).
Good luck and Kind regards,
Bruno

Document search and knowledge search

Hi All,
I have seen two work centres on interaction center:
document search and knowledge serach.
what is the difference between the two.
how can we configure the same.
please provide some docs.
Thanks,
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.
You can find detailed information and configuration instructions in the online help.
Warm regards,
John

Knowledge Search - Problems and Solutions

Hi,
I am creating Problems and Solutions (in IS01). But that is not visible in knowledge search in IC Webclient.
I have also done compilation in SPRO -> CRM -> Enterpise Intelligence -> SAF, but not getting the result.
Please Help.
Regards,
Ankush

- Your IC WebClient Profile should point to the Knowledge Management Profile which point to the Configured Knowledge Base ( Problems and SOlutions )
- I hope SAF Diagnosis Tool looks good ( CRMC_SAF_TOOL )
- I hope you have gone through the Best Practice Document ( help portal ) for Interaction Center which tells step by step ways to configure Knowledge Base

Search Logic in Knowledge Search ?

Hi Experts,
I log in with IC_AGENT business role. In knowledge Search workcentre link, I passed the text as a* in search term on "Text Search" tab, then on "Attribute Search" tab i selected knowledge base as solution database, category as validation category and selected the attribute. Now i have some conditions where i want to refine the search result that is coming.
I did some investigation and found that it is related to knowledge base configuration in the system, but not sure how to do it and where to do it ?
Regards,
Raman

And one more suggestion to the <b>Search Engine</b> would be, it should not be fetching all the replies to a particular post as separate search results.
For eg: Lets say User A has posted a topic say "Issues with RFC", all replies to this need not be fetched, just the starting topic would be great and an icon indicating whether the question has been answered(or relevant status).
Thanks Gregor for pointing that out, got psyched out, at first, but nevertheless, learnt something new.
Regards,
Subramanian V.

Knowledge Search - Results doesnt appear

Hi Friends,
I have configured Knowledge base in my system and assigned Knowledge base profile to my business role.
But when i go to knowledge base search i see blank dropdown for language.
Also when i add search term i get the warning message 'Check TREX set up'.
Trex is running fine in SM59 and compilation configuration is also done from my end.
Can you guide me where could the problem be? Any suggestions..
Thanks in Advance !
Regards,
Abhishek

Hi Abhishek,
I suggest following:
1. Access the activity using the following navigation options:
Transaction code
SPRO
SAP CRM IMG menu
Customer Relationship Management ® Enterprise Intelligence ® Software Agent Framework ® Name and Configure Knowledge Base
2. Choose Continue.
3. In step Name and Language enter the knowledge base named KA, highlight the respective supported language ( e.g. EN = English) and choose Continue.
4. On step Basic Settings enter the Description for the selected language and choose Continue to skip all other steps.
5.Choose Complete to exit the wizard.
6.Choose Save if necessary.
Hopefully this will solve your issue.
Alternatively,You can access the diagnosis tool using the following navigation options:
Transaction code
CRMC_SAF_TOOL
Select search engine STANDARD, mark all checks (Process and Content Based) and choose Start Diagnosis (F2).
If errors occur when calling the Knowledge Search using transaction CRMM_SEARCH (although connection check in IMG is okay), the problem might be a missing RFC destination for Search and Indexing Service.
2. Check the results of the diagnosis check and follow the descriptions if necessary.
If errors occur like:
Remove/Modify [ Entry = 1 , Table name = CRMC_SAF_SE ]
New entries required [ Entry = 1 , Table name = CRMC_SAF_SE ]
you can ignore the error and continue.
If you receive errors regarding any of the Processes with red traffic lights at sub-entry Check Default Customizing, double-click on this sub-entry and then choose button Guide on the right-hand side.
Choose button Next to restore the settings and confirm the warning which occurs. This step does NOT reset the preceding configuration steps, so don’t worry about the warning.
Diagnosis will let you know if all the configuration is proper for the Knowledge base and KA.
Let me know how you go.
Thanks & Regards
Suchita

Urgently I want to configure the knowledge search

Hello All
I am working on CRM 5.0 IC WebClient.
I want to configure the knowledge search, I want to know if the knowledge data base is a separate data base should be integrated with CRM or it is already there only need to be configured.
I want to know how data will be saved on this database.
Installing TREX is a must so I want to know if it is installed or not
If any documentation is available please mail me at [email protected]
Regards
Jacopo François

Hi Jacopo,
Please surf through this link.
http://help.sap.com/saphelp_crm40/helpdata/en/83/1668ce7f3411d6885d00008658acb2/content.htm
Regarding Trex installation, you may get the guide in service market place under CRM.
Best Regards,
Pratik Patel
<b>Reward with points!</b>

Search knowledge article texts within the knowledge search

Hi,
I hope anybody can help me out with this issue.
We have succesfully created Knowledgearticles (KAs) and compiled them using TREX. By adding the KA Knowledgebase to the knowledge search profile, the KAs can be searched in the ICWC in WebUI application IC_KNOWS_SEARCH.
But we are not able to search the note texts of the KA (solution description, problem description).
Using transaction TREXADMIN, i can see that the texts are contained in the index as attribute note_text.
But using the text search of the Knowledge search, only the KA description and the KA keywords are searched.
What did we miss or is this the standard behaviour?
Thanks for your help!
Best regards,
Thimo

Hi,
in our system the KA knowledgebase was not available by default.
We had to create it using the wizards.
To do this, go in SPRO to Software Agent Framework and choose activity 'Name and configure knowledge base'.
Concerning the data you have to enter- If I remember right, only the name KA is important, the rest can be left unchanged.
After this, you have to go on and create an index for KA using 'Configure Compilation', and last but not least add the KA to the relevant applications. In our case this is ICWebClient.
Hope it works,
Cheers
Thimo

Knowledge Search SDB

Hi Gurus!
I'm configuring Enterprise intelligence. I want to use knowledge search both in IC Web Client and standalone in SAP GUI. I've complied SDB but when I start to search through SDB I get no results, but also no errors. Any ideas how to solve this problem? There are of course some problems and solutions in SDB. In tx CRMC_SAF_TOOL I have no errors.
Maybe there are some settings for Knowlege Search?
Regards
Piotr

hey
nice that u have found your solution,i need some of your help ,please tell how to configure the SAF after installing TREX,i have installed TREX on windows server,but now when i try top configure the SAF there are some confusions,can you please give me your input regarding the configuration of those wizards,especially ,configuring the search engine and RFC destinations
problem is that i havent maintained the RFC while installing TREX
please suggest something,because when i go inside the CRMC_SAF_TOOL
TREX installation is shown failed,do i need to install it on CRM ,i.e. aix server itself or its fine that i have done it on windows server
please reply
help will definitely be appreciated
i am working on CRM version 5.0
best regards
ashish

Knowledge search: Highlight the KEYWORD which we search,

How to highlight the found keyword of the searched results after the Knowledge Search has been performed.

Hi,
in our system the KA knowledgebase was not available by default.
We had to create it using the wizards.
To do this, go in SPRO to Software Agent Framework and choose activity 'Name and configure knowledge base'.
Concerning the data you have to enter- If I remember right, only the name KA is important, the rest can be left unchanged.
After this, you have to go on and create an index for KA using 'Configure Compilation', and last but not least add the KA to the relevant applications. In our case this is ICWebClient.
Hope it works,
Cheers
Thimo

Knowledge Search Relevancy

Hello,
The knowledge search results on webclient have a relevancy for each result.
Can anyone explain
1. How this factor is calculated?
2. How to influence this field if we think that this is not accurate?
3. Does the search includes dependent knowledge base in the search results? For example, if we search solution database (SDB), is the SDB attachment knowledge base that is configured as a dependent knowledge base of SDB considered in the search?
I know that SAF does something to assign a relevancy factor. But need to know more details regarding this.
thanks
Prakash

Hi Prakash,
I also need information about the Knowledge search relevancy and how this is calculated. Did you manage to find anything out about this?
Kind Regards
JoJo

Knowledge Search in CIC

hi all
Please through some light on configuring the knowledge search in interaction center
somehow when i get to debug the error,i got to know that it has to do something with the SAF(Software Agent Framework)
please suggest how should i go about this
help will definitely be appreciated
thanks & regards
ashish

hi there
thanks for the reply,yeah i know this what you have just said,but the thing is that what you are talking about is for web client
now in IC winclient when i am trying to start the knowledge search i am getting a dump that null objects are referenced,
when i looked inside the error there is one customer specific workspace associated for the solution search that is IIA
whenever i try to associate it with any application i am getting the dump,please advise anything you can suggest.
best regards
ashish

Knowledge search in IC Web client

Hi,
I am facing problem in getting the Knowledge search work in IC webclient.
Have configured SAF / created problems/solutions / SAF diagnosis tool is in green state( no errors)... ran indexes but it always remains in Queue. even though i reduced the time schedule to min....still it is in queue.
and finally knowledge search in IC web client throws
Error: TREX error multi-server search failed on some of the servers.
Pl help to resolve the above problems and for Knowledge search to be working.
Thanks
Kris.

Hello Krishna
I am working on CRM 5.0 IC WebClient.
I want to configure the knowledge search, I want to know if the knowledge data base is a separate data base should be integrated with CRM or it is already there only need to be configured.
I want to know how data will be saved on this database.
Installing TREX is a must so I want to know if it is installed or not
If any documentation is available please mail me at [email protected]
Regards
Jacopo François

Product ID knowledge search

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