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Reviewing Answers for Service Request Inquiries (End User)

The Search Results list shows the answers in Oracle Knowledge that might apply to the service request inquiry. Oracle Knowledge uses the text in the Summary field of the service request obtain these possible answers. You review these possible answers to determine the answer that applies to the service request inquiry. Then you associate that answer with the service request inquiry. For more information, see Associating Answers with Service Request Inquires (End User).

This task is a step in Process of Managing Answers.

To review the answers for a service request inquiry

1. Navigate to the Service screen, then the Service Request List view.
2. Drill down on the SR number (#) field for a selected service request, and click the Find Answers view tab.

   The Search Results list shows the answers in Oracle Knowledge that might apply to the service request inquiry.

3. For each answer, complete the following steps:
   1. Drill down on the link for the answer to view details about it.

      The Oracle Knowledge Information Manager appears.

   2. Click Back to Answers to navigate back to the Find Answers view.
   3. Drill down on the Similar Answers link for the answer to view other answers that relate to the answer.

      The related answers appear in the Search Results list.

   4. Click Back to Answers to view the original answer in the Search Results list.