Administering Knowledge Management › CA SDM Integration Options › Configure Self-Service Policies

Configure Self-Service Policies

You can configure self-service policies that credit documents based on a set of user scenarios.

To configure self-service policies

1. On the Administration tab, browse to Knowledge, CA SDM Integration, Suggest Knowledge, Self-Service Configuration.

   The Search Settings page appears.

2. Specify the appropriate policy settings that credits documents and save avoided tickets based on the following user scenarios:
   • User did not open any suggested document
   • User opened a suggested document
   • User accepted a suggested document as a solution to their problem
   • User searched for knowledge, opened the document, and exited

   Click Save.

   Self-service policy settings are saved.