Knowledge Mapping

Use Knowledge mapping to determine when and how a Knowledge source can be searched and how the resulting solution can be used.

When mapping a Knowledge source, define:

  • What Knowledge sources can be searched using a general search and/or a [Business Object] search (example: A mobile device website is useful as a searchable Knowledge source from a Config - Mobile Device record).
  • What field categories should be included in the search (example: If Service, Category, and Subcategory fields are selected for an Incident record, the fields are included in the search).
  • Which Business Object fields should be populated with the found Knowledge (example: If the Description field is selected, found solutions are placed in that field).

To open the Knowledge Mapping window from the CSM Administrator main window, select the Settings category, and then select the Knowledge Mapping task.