IT Service Desk Knowledge Article Management

Learn how SAP’s IT Service Desk Operation rapid-deployment solution for Knowledge Article Management enables the retention and use of valuable training material to be accessed by service providers.

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  • http://www.sap.com/demos/mmov/demos/sap-it-service-desk-operation-rapid-deployment-solution-demo-us-clip3.mp4
    • Manage knowledge articles. Paula has found the solution to the reported issue. She wants to document it in a new knowledge article. First, she enters a description of the problem or issue. Then, she notes how to remedy the issue in the “Solution Description” field. Paula can add all kinds of documents to the knowledge article. She adds the URL where people can download the support package, and she attaches the URL to the knowledge article. Then she saves the article. Now that the new knowledge article has been created, it can be revised or published to all support consultants immediately. Paula checks to make sure the knowledge article is now assigned to the problem, and she sees that it has been linked to the problem automatically. Then, she changes the status to “Solution Provided,” so the software will automatically update related incidents with the solution provided in her knowledge article. The solution can now be implemented by the IT service desk or even by the company’s employees. Paula can now close the problem.
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