Embed Knowledge Base search in SAP GUI and Fiori standard help
Tamás Holics
?? SAP + ServiceNow integration ?? CloudALM ?? Simplify SAP support and operations using smart automation
The worst thing that can happen to a Knowledge Base is not being used. Then it is just a waste of time and money.
In order to increase the adoption - and ROI - of Knowledge Base articles related to SAP, our ITSM Connector can supplement the standard SAP Help with search results in your existing Knowledge Base.
SAP GUI
In case you get an error, you can click on it so the long text of the error is displayed in a popup window. So far this is standard functionality.
However, the ITSM Connector can add the results of a search in your Knowledge Base directly into the message long text, so your users can immediately get guidance:
By default, the search is performed using the transaction code, the error message (message class and number) and the error message text. The variables are removed (like company code, bank account number, material number etc.) to prevent false positive matches.
You can click on the links to open the KB articles in a browser window:
The user can also refine the search criteria by clicking another link, which opens the self-service portal using the search criteria as a parameter:
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Fiori
This works the same way with Fiori:
The same knowledge article is found and displayed in the Fiori error long description:
Knowledge Bases
The knowledge articles can reside in any external system, Confluence and ServiceNow are supported out of the box.
Benefits
As the KB search results are displayed right in SAP GUI/Fiori, users won't have to open a browser window, go to the portal, enter the search terms to find a relevant article. Everything is automated and super precise because the add-on knows the exact error message number.
All this leads to a reduction of SAP ticket volume as the users can often solve their issues without creating a ticket. Also it increases the adoption and efficiency of the Knowledge Bases you've already built.
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