3350660 - How To Set Up Knowledge Base Integration in SAP Service Cloud Version 2

You would like to understand how to set up the knowledge base integration in your SAP Service Cloud Version 2 system.

SAP Service Cloud Version 2.

For the SAP Service Cloud Version 2 system, there are 2 main ways in which the Knowledge Base Integration can be set up:

• Via an HTML Mashup.
• Via the Knowledge Base, Provider Settings.

The HTML Mashup way can be used to integrate any of the supported third party knowledge base providers (including the native SAP Mindtouch), following the steps below:

1. Navigate to the User Menu.
2. Click Settings.
3. Navigate to All Settings.
4. Click Mashup Authoring, under Foundation section.
5. Click + to create the mashup.
6. Now, add the details of your mashup, including the URL which was made available by your provider.
7. You can also click Show Preview, to confirm your knowledge base mashup is connected accordingly.
8. Save the changes and activate the mashup.

Once the HTML mashup is created, you can navigate to the Agent Desktop and within the Customer Hub, you can use the Adaptation capabilities to create a tab on the side panel which contains the Interaction Log.

The last step will be to add the Mashup created within the tab created in Agent Desktop.

The Knowledge Base, Provider Settings way is designed to be used exclusively for integrations which use the SAP Mindtouch knowledge base. You can set it up following the steps below:

1. Navigate to the User Menu.
2. Click Settings.
3. Navigate to All Settings.
4. Click Provider Settings, under Knowledge Base.
5. Enter all details such as Provider, Site URL, API URL, User Name for Account, Key and Secret.
6. Se the knowledge base to Active.

Once the steps are followed, the Mindtouch will be integrated and it will be displayed in the standard Knowledge Base tab in the Agent Desktop, within the Customer Hub.

You can find more details on the following documentation:

• Knowledge Base Help Portal
• Creating an HTML Mashup
• Add Mashups as Tabs

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