This chapter covers the following topics:
Oracle Knowledge Management has both internal users and external users that can search for published solutions. Users of several Oracle Applications modules access Oracle Knowledge Management for searching and creating solutions. For example, Oracle iSupport users can access Oracle Knowledge Management from the Support tab on the Oracle iSupport Home page to search for published solutions.
Knowledge workers, customer service representatives, and Oracle Knowledge Management administrators can access Oracle Knowledge Management directly to search for solutions and to create new solutions. Internal users have various levels of setup and other administrative permission.
Solution Security impacts all users of Oracle Knowledge Management. By associating Visibility Levels to categories, solutions, statements, category views, and user accounts, Solution Security lets you manage who can see which information. By specifying Visibility Levels, you can use Solution Security to manage the relative confidentiality or sensitivity of information.
Roles determine window-level permission. A user can have one or more Roles.
The menus that a user views.
The Category Security Group (category view) to which a user belongs. This establishes which categories users can access.
Every user must have at least one Responsibility, but a user can have one or more Responsibilities.
Users may be either:
External: Those who have only view and search access to published solutions. Typically, external users may access Oracle Knowledge Management from other modules, such as iSupport.
Internal: Include customer service representatives or agents, knowledge workers, and Oracle Knowledge Management administrators.
The following table lists responsibilities, menus, and tabs associated with internal Oracle Knowledge Management users.
| Responsibilities | Menus | Tabs |
|---|---|---|
| Knowledge Worker | CS_KB_TOP_KW_MENU | Knowledge, Authoring |
| Knowledge Agent | CS_KB_TOP_AG_MENU | Knowledge, Authoring |
| Knowledge Administrator | CS_KB_TOP_MENU | Knowledge, Authoring, Setup |
External users access Oracle Knowledge Management through other Oracle Applications modules. For example, users of Oracle iSupport click the Support tab on Oracle iSupport Home page. Both Oracle Depot Repair users and Oracle TeleService users can access Oracle Knowledge Management through the respective module's diagnostics feature. For more information, see the corresponding Oracle product documentation.
The following procedure describes access for internal users of Oracle Knowledge Management.
Login
Oracle Applications
Responsibility
Knowledge Worker
Knowledge Agent
Knowledge Administrator
Prerequisites
None
Navigation
Knowledge > Knowledge tab (default)
The Knowledge tab displays the Simple Search and the Knowledge: Browse by Subject areas. From the Knowledge tab you can search for or browse solutions.
For more information, see Managing Search.
Use Oracle Knowledge Management to perform the following types of tasks:
Manage Searches
Manage Solutions
Manage Solution Types
Manage Statement Types
Manage Categories
Manage Authoring Flows
Manage Security