Suggest Knowledge Articles

Question

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.

Answer 1

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