This appendix covers the following topics:
Knowledge management is the process by which knowledge is identified, accessed, enhanced, and protected through the use of advanced technology, user friendly portals, and the development of a culture of openness, sharing, and collaboration.
Knowledge becomes an asset for an organization only when it is available in an ordered and accessible format for use by its employees and customers. Knowledge can exist in different structured formats such as databases, white papers, presentations, and so forth.
Oracle Knowledge Management prevents duplication of effort and poor decision making due lack of quality information. Oracle Knowledge Management improves communication, reduce costs, and to develop competitive advantage.
More than eighty percent of incoming customer assistance requests to service centers involve issues that have already been resolved. If a knowledge management system is not available, a frequently-posed question must be repeatedly researched and relayed by the agent. In this scenario, several costs, both real and in terms of customer satisfaction, are incurred. Real costs are associated with the life cycle of the problem: customer service representatives must answer the initial customer call, log the problem, request more information, escalate the problem, deal with bugs, find out if a solution already exists, communicate the fix back to the customer, and close the problem. Intangible costs are associated with low customer and agent satisfaction.
A good knowledge management system helps build strong customer relationships by enhancing the customer experience with a company's product or service. The Oracle Knowledge Management module is an important part of any complete customer support module. It allows customer support representatives to match the problem that they face with the problems that have been previously experienced and recorded. Reuse of existing problem descriptions and solutions, improves customer service efficiency.
Customer expectations are driving customer service innovations. To meet the round-the-clock demands of the Internet, e-commerce sites must provide additional personnel to handle customer support needs. Unless you can afford a 24/7 staffed call center, you must make preparations for middle of the night shoppers and Internet users in global time zones.
Knowledge bases are an excellent way to provide information to customers on a self-serve basis, particularly for complex services, such as technical support. If your visitors ask about installing a new sound card, upgrading the BIOS, installing a modem, or cleaning up after a virus, then you most likely need more than an FAQ.
Oracle Knowledge Management aims to:
Reduce support operation costs.
Retain profitable customers.
Address diverse customer needs by providing the information to meet those needs.
Empower customers to help themselves through Web self-service 24 x 7.
Increase customer satisfaction.
Increase support agent satisfaction and retention.
The phone has been the traditional method for an organization for delivering service to its customers. A clear global trend is increasing customer usage of the Web to receive answers to their questions immediately. Internet enabled self service has become the most important trend in customer service because customers can get service wherever and whenever they want without waiting in phone queues.
You can use the Advanced Solution Search functionality, or the category headings on the Simple Search page to reduce the number of solutions for your query. A search performed by entering a word or a phrase in the Simple Search page searches the entire knowledge base.
If a Solution Number is not known, then you can use the keyword search. This search is not case sensitive. More keywords result in a narrower search. Enter appropriate keywords for quicker and more specific results.
There is currently no way to check in a solution. You must submit a solution back to a workflow.
A newly created statement is by default in the draft status. It is published when the solution that it is associated with is published.
Trading Community and Trading Community Architecture (TCA) is an architecture designed to support trading communities. The goal of TCA is to provide the foundation for Oracle Applications modules. To do this, TCA strives to model all relationships within a trading community. This enables one data model to store B2B, B2B2C, B2C and B2C2C data. For example, the trading community of an appliance manufacturer may include suppliers, distributors, resellers, retailers, service providers, individual consumers and business consumers. The appliance manufacturer not only wishes to track relationships between itself and other entities within the trading community. The manufacturer may also be interested in relationships that other community members have with each other. The appliance manufacturer may not even have direct relationships with all the members of its trading community. But, it is important that the appliance manufacturer knows about these entities and how they relate to other entities within the community. Important to point out is that there is only one customer data model or schema, used in all Oracle Applications modules. The 11i Customer Model is not a product that can be purchased, Rather, it is the underlying data model that stores customer information and is included with any Oracle Applications module. All CRM modules utilize the Customer Model to store customer information, although the degree to which the Customer Model is utilized differs from module to module.
Yes. Oracle Knowledge Management is MLS (Multi Lingual Support) compliant and supports multiple languages. Users can set the preferences to a language that they prefer to display, and this can be changed at any time. For example, customers at one particular site can change to a combination of English and Spanish at the same site.
When you create a solution in one language, a copy of the solution is also created in other languages that you have installed. If you assign the publish status to any copy of the solution, then the copy of the solution for other languages also gets published. You need to make sure that the solution is ready for all the installed languages before you assign the publish status to the solution.
Oracle JDeveloper can be used for Oracle Knowledge Management custom development. It can be used to write, debug, deploy, and test Java and JSP modules. You can customize menu, roles, permission, responsibilities and AK prompts. You can also customize lookups and profile options.
No.
Solutions in Oracle Knowledge Management are stored on the main instance where Oracle Knowledge Management is installed.
Attachments are stored on the database.
To see the new solutions, you must first run the Knowledge Base Sync index concurrent program to refresh the data in the knowledge base.
You also must verify the Visibility Level. To view restricted solutions, you need to have the role with View_Solution_Restricted permission.
The solution that you have created is in a draft status.
You cannot search draft solutions and statements in Simple Search or Advanced Solution Search.
You can only find in-progress solutions in the Solutions in Progress pages, including the search for solutions in progress.
Publish your solution and run the sync index program again to search both published solutions and statements from Simple Search or Advanced Solution Search or Statement Search pages.