All About "SAP Jam as KB"
Key Use Cases -
As an C4C Admin, I can configure Jam group as KB.
As an C4C Service Agent, I can search for KB content within the ticketing interface
As an C4C Service Agent, I can share link to KB content to other users who also have access to Jam
Basic C4C and Jam integration should be enabled
Two aspects to KB - Agent facing and Customer facing. 'Jam as KB' integration in C4C captures agent facing KB experience using Jam groups. For customer facing, this could be direct Jam (external groups) or Jam access through Hana Cloud Portal. Customer facing experience to be defined on project basis.
Setup Guide -
Note - Please share your feedback on the guide here by leaving comment below
Additional documentation -