As from SAP CRM 7.0 SAP introduced knowledge articles. Knowledge articles can be used to store:
- User Manuals
- FAQs
- Troubleshooting Articles
- How to documents
- etc.
Knowledge articles are integrated into several processes and TREX is mandatory for searching. The most common proces is the service process, where a customer calls the interaction center and the agent has to search for the right information and provide the answer to the customer.
The functionality of searching for information is not new in SAP CRM. There is still the solution database (part of the service functionality). This is functionality is almost identical to the functionality of knowledge articles. There are some important differences between these functionalities:
- Knowledge articles are setup as a special transaction type. Basically a knowledge articles is a transaction which can be created like an order.
- Knowledge articles are available in the look and feel of SAP CRM webclient (the solution database is only available in the SAPGUI)
- Knowledge articles are beeing improved in later releases of SAP (like EHP1 there are already some improvements). I don’t think there will be much changes to the solution database anymore.
- Knowledge articles templates can be used to quickly create a new knoledge article.
We have struggled a lot on the project to make this functionality working including categorization of knwoledge articles. There is some documentation but not as detailed as we liked it to see. Therefore I provide you my setting we did to implement this functionality
https://gstolmeijer.wordpress.com/wp-content/uploads/2011/05/knowledge-articles.pdf
SAP CRM by Gert-Jan Stolmeijer 
How do I hire your firm? However, before I do, please explain how you would approach our issue? We are using ECC dor order management and other internal organizations want to use SAP CRM for order management. Since separate DB’s etc.. I’m sure there would be sync problems. Our CIO wants only one (1) order management system, so how would you or CAP GEMINI assess which is better for us? What business criteria would you look at to determine best choice etc…? What would deliverable be to us?
Excellent document, I have one query related to knowledge article- How can we send knowledge article as an email, I can see once I add the KA to cart there is an email option but when I click on this nothing is happening. I had seen in one of the sap tutor once they click on email it is taking to email editor screen where the selected KA is attached, how we can enable this?
Thanks in Advance,
Bharat
very help full document.i appreciate it
Thanks
Raj
Dear Readers,
I am unable to download a copy of the Knowledge Articles PDF from the link.
Would your be kind enough to send copy of the document to kimsmadhu@yahoo.com?
Many thanks in advance
Madhusudan Guttal
do you have any idea how to connect problems and solutions with categorization schema, so that it would appear automatically depending on category chosen? 🙂
The knowledge article should be connected to a categorization level(s). When selecting a categorization level, the article should appear.
Excellent document
Can we determine Knowldge Articles based on products in service request/service ticket/complaint. Like Auto suggest of knowledge articles when we select the category.
Thank you very much for making this document.