Hello Rao,
The Solution Database is a repository of information which is stored as problems and solutions, and is indexed for immediate retrieval. For the applications that use the Solution Database as a knowledge base, see Integration below.
Knowledge administrators use the Solution Database to define problems and solutions using, for example, free-text descriptions in several languages and customized attributes. They can structure multiple relationships between problems and solutions, and navigate easily between them.
The Solution Database offers a basic interface for knowledge administrators (but also agents, field engineers, and other users) to search for problems and solutions. The Solution Database is used as a knowledge base in the following applications:
· Knowledge search of Interaction Center (IC) WebClient and IC WinClient
· Standalone knowledge search (transaction CRMM_SEARCH)
· Solution search and frequently asked questions (FAQs) of Internet Customer Self-Service
You need separate license for CA's Wily introscope and it is not inbulit in Solman.
Hope this helps. Feel free to contact me if you need anything specific and please assign points.
Rgds
Manish
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