The Solution Database is a repository of information which is stored as problems and solutions, and is indexed for immediate retrieval. For the applications that use the Solution Database as a knowledge base, see Integration below.
Knowledge administrators use the Solution Database to define problems and solutions using, for example, free-text descriptions in several languages and customized attributes. They can structure multiple relationships between problems and solutions, and navigate easily between them.
The Solution Database offers a basic interface for knowledge administrators (but also agents, field engineers, and other users) to search for problems and solutions.
Creation of Problem or Solution base is done through IS01 in all applicaltion of SAP (Solution Manager, CRM, ECC). However, retrieval of problem or solution is little tricky.
Error while retriving the data.
Knowledgebase not compile; inform your knowledge administrator.
Message no.
Check if RFC is set up is working fine
Run the wizard
Configuration of CRM_SAF_TOOL
T-code - CRMM_SEARCH to search solution database
Search Engine and Compilation
ReplyDeleteThe search engine used in the Solution Database is Search and Classification (TREX). For TREX to find problems and solutions in a search, your knowledge administrators must compile the Solution Database using the Indexes application.
Applications
The Solution Database is used as a knowledge base in the following applications:
· Knowledge search of Interaction Center (IC) WebClient and IC WinClient
· Standalone knowledge search (transaction CRMM_SEARCH)
· Solution search and frequently asked questions (FAQs) of Internet Customer Self-Service
(Source - SAP)