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Replacement of Interactive Intelligent Agent (New for SP02) ( RELNCRM-CIC-IIA_40SP02_S )

Replacement of Interactive Intelligent Agent (New for SP02) ( RELNCRM-CIC-IIA_40SP02_S )

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Replacement of Interactive Intelligent Agent (New for SP02)

Use

As of SAP CRM Release 4.0 SP02, the Interactive Intelligent Agent (IIA) in the Interaction Center WinClient has been replaced with the Knowledge Search. In addition, the standalone IIA (previously transaction CRMM_IIA) has been replaced with the standalone Knowledge Search (transaction CRMM_SEARCH; in the SAP Menu, Service -> Enterprise Intelligence -> Knowledge Search). The user interface of each of these applications is user-friendly, intuitive, and easily navigable.

The Knowledge Search in the IC WinClient and the standalone Knowledge Search use the technology of the Software Agent Framework (SAF) - in particular the search engine TREX - and therefore require the SAF to be installed. The installation guide is available on the SAP Service Marketplace.

Like the IIA, searches using the Knowledge Search in the IC WinClient and the standalone Knowledge Search are conducted against the Solution Database.

Note
As of SP02, the Solution Database is also SAF-based. As a result, the Solution Database is compiled using the Indexes application in the Enterprise Portal*, and no longer with transaction IS02 which has been removed from the SAP Menu. Also, installation of the Asian Language Support Package for the languages Japanese, simplified Chinese, traditional Chinese, and Korean is no longer necessary.

Effects on Customizing

Because the Knowledge Search in the IC WinClient, the standalone Knowledge Search, and the Solution Database are SAF-based, Customizing for the Intelligence Workbench is obsolete and has been removed. Customizing for the Software Agent Framework is used instead.

The following information assumes that default customizing is available.

If the Interaction Center WebClient is installed and the SAF already configured, you need carry out only the following activities in Customizing for the Software Agent Framework:

This is necessary to enter any language-specific knowledge base descriptions and feedback options that are not already entered for the knowledge bases* SDB and SDBATTACHMENT (used by the Knowledge Search in the IC WinClient and by the standalone Knowledge Search) and for the knowledge bases* SDB_PROBLEMS, SDB_SOLUTIONS, and SDB_SOLUTIONS_DOC (used by the Solution Database).
Necessary to enter any language-specific application descriptions that are not already entered.

If the Interaction Center WebClient is not installed and the SAF not already configured, you first need to install the SAF according to the installation guide and then carry out the following activities in Customizing for the Software Agent Framework:

(For languages other than English) This is necessary to enter language-specific descriptions and feedback options for the knowledge bases* SDB and SDBATTACHMENT (used by the Knowledge Search in the IC WinClient and by the standalone Knowledge Search) and for the knowledge bases* SDB_PROBLEMS, SDB_SOLUTIONS, and SDB_SOLUTIONS_DOC (used by the Solution Database).
Necessary to assign host and port information for the search engine TREX.
Necessary to link the search engine TREX to the HTTP destinations created when the SAF was installed.
Necessary to enter language-specific application descriptions.

* All knowledge bases are compiled using the Indexes application in the Enterprise Portal. Navigate to the CRM Portal Administrator role and choose the Knowledge Base Workbench workset which contains the Indexes application. For information on compilation, click Help in the Indexes application, or, in the SAP Help Portal (http://help.sap.com/), choose SAP Cross-Industry Solutions -> SAP Customer Relationship Mgmt. -> Interaction Center -> Customer Service -> Information Help Desk -> Solution Assistance -> Basic Functions -> Software Agent Framework -> Indexes.

Other Effects

In the SAP menu, the Interactive Intelligent Agent section has been removed. The transaction Maintain Frequently Asked Questions (CRMD_IIA_FAQ) has been moved to the Solution Database section.

The following infrequently used features have been removed in order to make the user interface less complex and easier to learn and use:

  • The user setting to define that searches are always carried out using certain search methods, and the option to define that a single search is carried out using certain search methods have been removed.
  • The Word Within Word search method has been removed.
  • In the results list, the My Symptoms, My Solutions, Relevant Solutions, and My FAQs sections have been removed.
  • The detailed search analysis (which provided information on why the document was selected by the search engine) has been removed.
  • The user evaluation of the search (and the related personalization settings) have been replaced with the selection of a single predefined feedback option.
  • The option to submit escalation requests and suggestions has been removed.
  • The option to define a default e-mail address for e-mails sent from the standalone search has been removed.
  • In the transaction Maintain Frequently Asked Questions (CRMD_IIA_FAQ), the Propose Problems function and the Times Accessed function have been removed.
  • The transaction Generate Statistics Reports (CRMD_IIA_REPORT) has been removed.

Further Information

Knowledge search
(In the SAP Help Portal, choose SAP Cross-Industry Solutions -> SAP Customer Relationship Mgmt. -> Interaction Center -> Customer Service -> Information Help Desk -> Solution Assistance -> Knowledge Search.)






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