Partner Channel Management > Channel Service > Knowledge Management

Knowledge Management

Main Process

 

 

 

See also

 

Knowledge Management provides partners with access to the solutions database of the brand owner to research and resolve customer or product issues. In addition, partners can subscribe to service information from the brand owner including Service Bulletins, ECO changes, re-call notices, etc.

 


The following business goals and objectives can be achieved through the implementation of these processes:


Business Processes

Solution SearchSAP Component or Feature Available

Allows partners to search solutions within the Solutions Database and corresponding attachments, using natural language search or advanced search capabilities. Refines searches through advance search to view the most relevant solutions.

This process is supported by the following SAP and/or partner offerings

  • SAP Service Management (SAP CRM)

    		•
     
    Knowledge Base ManagementSAP Component or Feature Available

    Provides a consolidated repository of symptoms and solutions that is easily accessed by partners to research customer issues and inquiries.

    This process is supported by the following SAP and/or partner offerings

  • SAP Service Management (SAP CRM)

    		•
     
    Frequently Asked QuestionsSAP Component or Feature Available

    Allows partners to search a list of FAQ's (predefined questions that are linked to solutions) for specific products.

    This process is supported by the following SAP and/or partner offerings

  • SAP Service Management (SAP CRM)

    		•
     
    SAP Product Available Partner Product Available SAP Product Available with Future Releases Partner Product Available with Future Releases Future Focus
    Please note that the Solution Map, containing proprietary information of SAP AG, reflects SAP's current development intentions, which are subject to change. Future focus coverage may be provided by SAP or SAP partners. Check for local availability of all SAP and SAP partner solutions. ©SAP AG 2007