Define Self-Service Portal Knowledge Search Options

Use Knowledge Mapping to determine what Knowledge Sources can be searched using the Legacy Self-Service application.

Good to know:

• Self-Service Knowledge Mapping not apply to the new CSM Portal.
• Users must define Knowledge Sources using the Knowledge Source Manager before adding them to the Knowledge Sources list.
• The legacy Self-Service application only supports the use of Knowledge with Incidents, which is why there are no options for specifying an alternate target Business Object.
• In the Legacy Self-Service application, when a Knowledge Search is launched, the User can select a category that will be used to further the limit the search. The field listed is a field on the Incident Business Object that is validated based on a list of possible categories.
• Select a Knowledge Source and click Remove to remove it from the list. Select a Knowledge Source and click the Up/Down buttons to organize the items in the list.

To add Legacy Self-Service Knowledge Sources:

1. Open the Knowledge Mapping window.
2. From the Search From drop-down, select Self-Service.

   OOTB Knowledge Sources open in the window.

   

3. Define a category and subcategory to further limit the Search.
   Note: In the Legacy Self-Service application, when a Knowledge Search is launched, the User can select a category that will be used to further the limit the search. The field listed is a field on the Incident Business Object that is validated based on a list of possible categories.
4. Add Knowledge Sources that you want available for Self-Service Searches:
   1. Click the Add button.

      The Knowledge Source Manager opens.

   2. Click a Knowledge Source.

   3. Click OK.

      The Knowledge Mapping window opens displaying in the Knowledge Source list.

5. Define Known Error solution options (where found Known Error solutions should be placed):
   • Field: Select this check box to place the data from the solution field in a field within the target Incident Business Object.
   • Journal entry: Select this check box to create a new Journal entry on the target Incident Business Object and the data from the solution field is used for the Journal text.
   • Attachment: Select this check box to add the solution as an Attachment to the target Business Object and appears on the Attachment Bar.
   • Relationship: Select this check box to add the solution to an existing relationship on the target Business Object (ex: There is typically relationship between Incident and Problem; If a Problem is found, it will be added to the relationship between the two Objects).

6. Click OK.