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Jam as a C4C Knowledge Base. Documentation available?

Hi there

Is there any guideline document about how to use SAP Jam as a knowledge base. I know the functionality exists and have integrated the two systems on my instance, however I cannot find a "how-to" for leveraging this feature?

All I can find is a recorded demo call from August 2015 but this is on a Jam page I do not have access to? I've tried the search function on Communities but to no avail.

Can you please advise?

Thanks and Regards
Les

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2 Answers

  • Best Answer
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    Former Member
    Nov 18, 2016 at 01:17 PM
    -1

    Since 1508 release C4C supports the Jam integration for the knowledge base use case. (remark: this applies for SAP Jam Collaboration, not for the SAP Jam Communities product. Having said this threre might be some improvements of search capabilites for C4C and Jam Collaboration on the roadmap - and we´re hearing more request to integrate Jam Communities with Hybris C4C as well)

    According to the setup guide, you can do the following steps to use Jam groups as knowledge base for Hybris Cloud for Customer:

    Enabling SAP Jam as a Knowledgebasem

    1. Go to BC – Edit Project. Go to Questions.

    2. Select the Customer CareService Request Management.

    3. Scroll down in the Questions section to the Knowledge Base Settinggroup.

    4. Choose In Scope for the question: Do you want to use SAP Jam as a knowledge base provider?

    Selecting a Jam Group for the Knowledgebase - (see screen shot – next set of slides)

    Once you enable SAP Jam as a knowledgebase, choose a Jam group to to use as your knowledgebase.

    5. Go to AdministrationService and Social.

    6. Choose SAP Jam Settings under the Knowledgebase section.

    Enter the SAP Jam group name to use as a knowledgebase. If the knowledgebase name is left blank, the solution finder queries all groups to which the user has access.

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  • Nov 28, 2016 at 10:54 AM

    Thank you Ulrich.

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