SAP Knowledge Base Article - Public

3768176 - Knowledge Base Side-Panel Missing from Case Creation in Self-Service

Symptom

You notice that the Knowledge Base side panel is missing from the case creation screen within the Self-Service work list.

Environment

SAP Service Cloud Version 2.

SAP Enterprise Service Management.

Reproducing the Issue

  1. Logon to your SAP Enterprise Service Management tenant.
  2. Navigate to Self-Service work list.
  3. Click + to create a new case.
  4. See the Knowledge Base side panel is not displayed.

Cause

This is a feature which currently has restricted availability, and which needs to be enabled via a feature flag.

Resolution

To enable this feature, you may raise a support case for the component CEC-CRM-SELF requesting it's enablement.

Keywords

Feature Flag, Feature, Flag, Knowledge Base, Knowledge, Base, Panel, Side Panel, Self-Service, Self, Service, Self Service, Search Articles, Missing, Case, Creation, Case Creation, ESM, V2, Version 2, SAP Enterprise Service Management, , KBA , CEC-CRM-SELF , ESM support for Self-Service module , CEC-CRM-KB , Knowledge Base for SAP Sales/Service Cloud , Known Error

Product

SAP Sales Cloud and SAP Service Cloud Version 2 all versions ; SAP Service Cloud Version 2 all versions