3649420 - Enable Knowledge Base in C4C

The scoping question "Knowledge Base" was enabled in the Implementation Project, however users are not seeing any specific work center for it.

SAP Cloud for Customer

1. Go to Business Configuration > Implementation Projects.
2. Select the active Project.
3. Edit Project Scope.
4. Go to Step 4.
5. Expand Service > Customer Care Knowledge Base.
6. Question "You can capture and share your knowledge in a central repository." is scoped.
7. Save and finish.
8. There is no work center or work view related to Knowledge Base.

Other questions related to 'Knowledge Base' are the followings:

1. Do you want to enable the knowledge base integration feature of the agent workspace?
2. Do you want to use SAP Jam as Knowledge base provider?
3. Do you want to open knowledge base articles in a new browser window?

Regarding the first question, once it is selected, the following behavior will be observed:

"The Knowledge Base Integration business option enables the solution finder feature of the agent workspace."

To check this, kindly follow these steps:

1. Go to Service.
2. Tickets.
3. Select and Open a Ticket.
4. Notice that the Solution Finder tab is available.
    

However, there is no specific Work Center for Knowledge Base to upload articles, as this articles are maintained outside of C4C.

This is the system current behavior.

If this feature/functionality is required urgently, please refer to KBA 3475641 - Functionality Currently not Available.

• Configure External Search Sources | SAP Help Portal
• 3475641 - Functionality Currently not Available

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