Define a Web Knowledge Source

Use a Web Knowledge source to search a specific website (example: Google, Yahoo, YouTube).

When you define a Web Knowledge source, you define:

• General properties: Type of Knowledge source, display name, image, website, and search text parameter name.
• Search criteria: Search categories.
• Solution: Option as to how to link the source to a record.

Good to Know:

• Web Knowledge source is only accessible from the CSM Desktop Client.
• The Business Object drop-down list is not relevant for this type of Knowledge source.
• To ensure that you typed in the correct Web page, select View on the right side of the field to preview the site.
• Determine the appropriate URL and search parameter by accessing the website and executing a search. Then, look at the resulting URL in your browser.

To define a web Knowledge source:

1. Open the Knowledge Source Manager.
2. Define general properties:
   1. Source: Select Web in the drop-down list.
   2. Name:

      Provide a display name to use within CSM (search this property in CSM Item Managers).

   3. Image: Select a display image to use within CSM using the Image Manager.
   4. Website: Enter the URL for the website.
   5. Search text parameter name: Provide the name of the search parameter (specific to the Web Knowledge source) that needs to be passed on to the search engine.
      Note: The value of the parameter is the list of search words (example: When searching Google, the parameter is "q", which generates a search URL, such as http://www.google.com/search?q=My+Search+Words).
3. Define Search Criteria:
   • Categories: When a search is launched from a Business Object that has categorization (example: An Incident with a Network category and Performance subcategory), the categories are passed to the Knowledge source.
4. Define the solution:
   • Journal entry: A new Journal entry is created on the target object and the data from the web page is used for the Journal text.
   • Attachment: The URL of the final search result is attached to the target object, and appears on the attachment bar.

5. Select Save.