Knowledge Centered Support in SAP
After long time i am back to SDN.
I have some specific request from my client who use SAP.
Client works in an outsourcing mode having their own IT setup team and vendor IT service provider teams. Currently client IT team rely on vendor for every request and route the service or incident requests to Vendor, hence dependency is high with vendor and they want to build the Knowledge base so that before routing request to vendor they could resolve the tickets or request on their own and if not able to do so than could send the request to vendor.
Does SAP has its own solution or module or tool to handle/track such incidents and create, edit, store knowledge solutions and retrieve the same. I am yet to find correct information.
Could you pls direct me to correct link if SAP has any such solution or tool (Probably in CRM Module).