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Former Member
Feb 12, 2009 at 07:15 PM

Custom Knowledgesearch Profile not being applied to ICWC

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Hey all,

I am trying to configure a custom Knowledge Search Profile for ICWC via the IMG steps CRM > Interaction Center WebClient > Basic Functions > Define Knowledge Search Profile, but I'm running into an issue when activating it.

When I logon to the ICWC with the ICAGENT user that is assigned to the custom bus role, I still only have SDB and Case (the default delivered in the DEFAULT KS profile) as available KBs in Knowledge Search.

Although not recommended to change the SAP standard, as a test I added the KBs to the DEFAULT Knowledge Search profile and then they appeared in the ICWC. It seems that despite the assignment of the custom Knowledge Search profile to the business role, it is somehow still using the DEFAULT supplied one. Has anyone else ran into this issue or know if I am missing any steps in the configuration?

I have so far done the below steps:

- Configured SAF

- Named and Configured KBs: SDB,SDBATTACHMENT,SDB_SOLUTIONS,SDB_SOLUTIONS_DOC

- Compiled search indexes

- Configured ICWC application

- Configured the Solution Database

- Defined custom Knowledge Search profile to include above 4 KBs.

- Assigned KS profile to function profile value and to custom business role (ZIC_AGENT).

Reference documentation:

http://help.sap.com/saphelp_crm60/helpdata/en/46/23ff56c17b5872e10000000a11466f/content.htm

thank you!

John