Knowledge Article: Improve Usability?

[MichaelGreulich]

Dear experts,

we are using the knowledge article function in the Solman. Well, at least some of my collegues do, the usability is actually pretty bad. Half of my team (SAP Experts) refuses to use this tool, and nearly none of our customers uses it.

Here my question:

- Does anyone of you (really) uses the Knowledge Articles?

- If yes, did you change the user interface?

--> I tried to change GSNOTES/NOTESSSFV, but it seems like we have to reimplement big parts of the tool.

Thank you for the help,

Michael

[prakhar_saxena · Accepted solution]

HI Michael,

In my opinion, we have implemented for various customer and some of them were already using Remedy and other tools.

Its difficult to meet somebody expectation if they are very much aligned to other tools but basically it can be designed and controlled properly to create a very good knowledge base for any customer.

If an incident is closed it can be converted to a Knowledge Articles but what information goes and how that is to be used is more of a process and consulting.

Technically there are various ways and you can configure business role as per your requirements in terms of customizing the KA Assignment Block etc.

so the answer is Yes it is used by many customers where we have implemented but you need to have a proper IT Service Management implementation with correct designed processes in place to adapt it as per the requirements of the company.

One of the most useful things with KA is if you have TREX also configured because then you can do a google type of search and this gives really lot of advantage in terms of KA search.

hope this helps

Thanks

Prakhar

[MichaelGreulich · Accepted solution]

Hi Prakhar,

thank you for your reply.

I think we have a proper IT Service Management implementation, the ticket system is working very well. We already create knowledge articles out of old tickets and I have also configured the TREX. All this is working very well.

Propably our expectations regarding the knowledge articles are a little too high. My colleagues and our customers expect a place, where they can easily access and store knowledge. Like a Wiki. The Knowledge Arcticle we have in our SolMan (7.1 SP12) are not easy to use. It needs a short training or a manual to create and to use the knowledge articles correctly.

I guess this is all because of our lack of customisation. I already tried to change our biggest pain points (very small text field, 3 text fields for problem, solution and comment on one screen) but so far without success.

Do you know if the companies that use knowledge articles have customized here a lot? Can possibly someone post a picture?

Thank you for the help,

Michael

[prakhar_saxena · Accepted solution]

Hi Michael,

I don't think it is allowed to post customer system screenshot but we are RUNSAP Implementation Partner's of SAP so you can find the reference or customer quotes on SMP regarding it

You can check some more documentation below

Knowledge Article Management - SAP Documentation

SAPexperts | Use Knowledge Articles in SAP CRM 7.0 for Fast Solutions and Efficient Service

in terms of CRM UI customization you can find on below link

CRM Web Client UI Framework - CRM - SCN Wiki

Hope it helps as well

Thanks

Prakhar