What is knowledge
management?
Knowledge
Management comprises of a range of practices used by organizations
to identify, create, represent, and distribute knowledge. Today, many large
companies have resources dedicated to Knowledge Management, often as a part of
‘Information Technology’ or ‘Human Resource Management’ departments. Content
Management and e-business are inseparable. E-business infrastructures and
applications must be content centric to compete.
What is knowledge article in SAP CRM?
Knowledge
Article provides the means for the computerized collection, organization, and
retrieval of knowledge. It can store a wide variety of information such as:
Due
to its multiple usages Knowledge Article component in SAP CRM can be used with
sales, marketing, and service processes in the interaction center (IC) and CRM
service management such as Service Order, Complaints, Incident Management,
Problem Management and Request for Change. Learn more from SAP CRM training.
Some
of its features include:
- Faster access to specific information via categorization and full text search.
- Easy integration to other CRM objects e.g. customers, products, installed bases, campaigns, opportunities, incidents and… more.
- Multilingual and multiple text authoring.
- Attachment capability and special authorization scopes.
- Open interfaces for import and export from and to existing knowledge bases.
- Automatic update/creation of knowledge base index when a knowledge article is saved.
- Creation of knowledge articles in multiple languages
- Ability of IC Agents to search for knowledge articles so as to email them as attachments to the customers.
- Provision of knowledge article templates with prefilled details to create knowledge articles from it, without wasting time.
How knowledge article in SAP CRM is is
implemented?
A knowledge base is a special
kind of database for knowledge management. It provides the means for the
computerized collection, organization, and retrieval of knowledge. With CRM
7.0, SAP has implemented knowledge base that would allow representatives to
look for knowledge articles in the knowledge base. It would allow
representatives to search for articles either by defining specific attribute
search or by free text search using an information retrieval system
(search engine).
As
the size of the knowledge base increases due to the addition of new knowledge
articles, the time taken to retrieve a desired article also increases. This is
where indexes are used to reduce the retrieval time. An index is a data structure that
improves the speed of operations. Indices can
be created using one or more key attributes such as status, priority, customer,
keywords etc. thereby, providing the basis for efficient ordering of access to
records. For knowledge articles to be returned in searches, they must be
compiled. The knowledge base index should therefore be updated regularly when
new records are created, or existing records are changed. This enables TREX to
find the relevant documents in a search.
The
Power User/ Administrator would have the access to compile the Knowledge Base
Index for faster retrieval of records. The compilation of knowledge base which
is currently offered is divided into the following options:
- Full Compilation: Compiles all documents. This option is recommended initially and if the index is corrupted
- Delta Compilation: Compiles all new and changed documents since the last compilation and removes deleted documents from the index. It is also provided as a batch job.
- Deletion: Delete an Index from the search engine
- Start Background Job: Schedule Delta compilations as background jobs at regular intervals
- Stop Background Job: Any queued or in-process compilation tasks can be cancelled.
In
addition, the administrator would be able to view the log for the particular
Index of the Knowledge Base by clicking on the corresponding Knowledge Base
Index link. Compilation log is useful for an administrator because it would
provide the user with different details such as errors, number of documents,
inform as it would provide information regarding full compilation, delta
compilation, current schedule, Index details etc.
This
solution forms an important part of Customer Service and Support segment in our
service management portfolio.
Where can it be implemented?
A
common belief is that the Knowledge Management is primarily used for Service
sector to help find a potential solution of a perspective problem, for
instance: Reason for a Blue Screen error. However it can be extended for
marketing and sales too. Marketing activities focuses on managing strategic
partnerships and positioning the organization in a competitive market and with
the aim of delivering superior values to its customers. Information regarding
Market environmental factors such as market size, market share, brand loyalty,
competitors, competitors, concentration of the industry, barriers to entry,
market trends etc could also be maintained. With the rapid growth of sales
automation (learn about sales order process from SAP SD training), many corporations have rushed to deploy systems
for distributing information and documents of all kinds to their sales people.
As markets and products change with accelerating pace, sales people must
assimilate and apply vast amounts of current information about their markets,
their competition, and the solutions they can offer to customers.
- Reduces cost per interaction by empowering the customer to help themselves
- Provides consistent and accurate information for the customer.
- Improves operational efficiency by removing agents from interactions that can be resolved using self service
- Reduces the total cost of ownership
- Greater transparency of information
- Maximize the usage of intellectual assets
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