CSM integrates with various third-party Knowledge Bases so that canned Knowledge Articles can be imported into and accessed from within CSM. For example, search canned Knowledge Articles directly from business process forms (ex: Incident), the Quick Search Pane, or the Knowledge Pane to quickly resolve issues.
How the Integration Works
The canned Knowledge Base integration interface is built into CSM, so the integration is simple. The Import Knowledge Wizard in CSM Administrator is used to access canned Knowledge Articles, and then import the data directly into CSM. After Knowledge Articles are imported, they are used as searchable knowledge sources in CSM. Users can search for Knowledge Articles via the Quick Search Pane from anywhere in the system, and configure Knowledge Article search functionality in the Knowledge Pane on an individual business processes basis. When a Knowledge Article is used as a solution to issue, it is attached to the record as a reference.
Steps to Integrate
The Import Knowledge Wizard opens.
The Server Location page opens.
The Browse For Folder window opens.
The window closes to return to viewing the Import Knowledge Wizard.
A message window opens indicating that the import is complete.
To View KnowledgeBroker Articles:
The page loads with the search results. All KnowledgeBroker article titles appear in all caps.