Configure HR Knowledge Mapping

To allow HR Knowledge to help HRSM Case resolve issues, the HR Knowledge must be mapped to the HRSM Case Business Object.

To create the mapping:

  1. In CSM Administrator, select Create a New Blueprint.
  2. Select Managers > Knowledge > Knowledge Mapping.
  3. Select HRSM Case in the Search From drop-down list.
  4. Select Allow Knowledge Search.
  5. Add the following Knowledge Sources:
    • HR Knowledge - Guideline
    • HR Knowledge - How To
    • HR Knowledge - Policy
    • HR Knowledge - Q&A
  6. Highlight each of the Knowledge Sources above and fill out the Solution Goes To options:
    1. Select the Field check box, and select HRSM Case > Close Description in the drop-down list.
    2. Select the Relationship check box, and select HR Case Links HR Knowledge Solution in the drop-down list.
  7. Save your changes.