Multilevel Categorization-Autosuggest of suggested solutions-KnowledgeBase

[Former Member]

Hello Friends,

I need some assistance in resolving the following Issue,

The scenarios is as follows,

We use Multilevel Categorization for Service Tickets and have created a Hierarchical categorization schema. We have linked the categories in the category molder to the following : to mail forms, to Service Order Templates and to Problems and Solutions.

The issue is as follows,

When we create a Service Ticket in the Interaction Cenetr and select the categories for which the above three are maintained, I see that a mail form is suggested in the Email navigation link and also when I click auto complete the Service Order Template is also populated but when I navigate to the Knowledge Base I donu2019t see the problem and Solution automatically populated in the result list and this is the issue. Is there any additional step I am missing specific to this Scenario. The whole Solution Database is working fine and indexed. Please let me know your thoughts on this. Any help will be higly appreciaed.

Thanks,

Tyler

[Former Member]

Curious - if you go to the document search tab, can you put in a key word and find the solution? if not then problem is probably with the SAF tool setup.

You should also be able to use CRMM_SEARCH to find the solutions.

We do the same tying solutions to the categorization without issue.