How to guide for knowledge article / knowledge database

[#1]

Hello,

is there a kind of How to guide for knowledge article / knowledge database available?

We are on CRM 7.0 and i´m facing some issue with the search for knowledge articles.

Thank you

Best regards

Manfred

[Former Member]

Hello,

any tipps, links, help?

Thanks

Kind regards

Manfred

[Former Member]

Hi,

can you specify what is the problem with Knowledge articles search?

[Former Member]

Hi,

the search for knowledge article ends with a UI-exception:

************************************************************

In View KASearchView.htm der UI-Komponente CRM_KNOWART_S ist ein Fehler bei der Eventbearbeitung aufgetreten

Es ist eine Ausnahme aufgetreten Ausnahmeklasse: CX_SY_REF_IS_INITIAL - Dereferenzierung der NULL-Referenz.

Programm: SAPLCRM_EI_RUNTIME

Include: LCRM_EI_RUNTIMEU05

Quelltextzeile: 186

***********************************************************

We have not enhanced this view.

Thank you

Best regards

Manfred

[Former Member]

Hello Manfred,

The exception arises because TREX is not yet configured on your system which is a basic requirement for doing Knowledge Article Search. However you can do search based on Posting Date for which TREX is not required.

Thanks

Vishal

[Former Member]

Hello,

we created SM59 destinations for trex (index and search) in SM59.

We used this destinations in SAF customizing.

But i think there are some more steps which we missed.

Could anybody provide a short step-by-step description for this knowledge article search with trex?

Thanks a lot.

Best regards

Manfred

[Former Member]

Manni, try it again...

1. Create your own knowledge base for knowledge articles

CRM - Enterprise Intelligence - SAF - Name and Configure Knowledge Base

(name Z_KA, linked search engine STANDARD, No Master KB)

2. Configure RFC - quite easy to do - link log. system of TREX to STANDARD search engine, test the connections

3. Configure Compilation

(select your KA and click next next next...)

3. Configure Application

(name Z_APP_KA, knowledge base Z_KA, no Master KB, next next, complete)

4. Start the tx CRMC_SAF_TOOL

search engine STANDARD

check all checks

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.

5. Go to CRM - ICW - Basic Function - Define Knowledge Search Profiles

Copy DEFAULT

Add your KB application Z_APP_KA

Assign Knowledge Base keep empty

6. Put this profile into your Agent business role. - Profile KNOWLEDGESEARCH

7. Go to webclient with role IC_MANAGER

start SAF Compilation Administration

select your application Z_APP_KA

Select action - Compile completely

Now it should work... if no, I can't help more...

[Former Member]

Hello,

thanks a lot for this steps.

I did them all.

1-6 was everything fine.

But in step 7 i do not find my application / knowledge database in this IC-manager applicaction.

Any idea?

Thank you

Best regards

Manfred

[Former Member]

Please check this thread for additional info

[Former Member]

Hello Drabas,

Great step by step instructions, I'm curious if the KA can use the SDB knowledge base?

In one of my CRM boxes I get this error when I try to use the SDB in the knowledge search =

TREX error Index does not exist;index=saf:crq_210_kaen in knowledge search

But in another box in "Name and Configure Knowledge Base" I created a KA knowledge base and I have no issues using search in

CRM 7.0.

I find alot of documentation that seems like it conflicts.

Thanks,

Glenn