This chapter covers the following topics:
Administrators create solution types to help describe and classify solutions within the knowledge base. In addition, you define mandatory statement types to ensure that you classify solutions within that solution type and the solution types have a similar format. For example, Oracle Knowledge Management included the seeded Symptom-Cause-Action (SCA) solution type, which requires that any solution that you categorize as an SCA solution type contains a symptom statement, a cause statement, and an action statement.
A solution type should have a self-descriptive and intuitive name and should follow the merchant's naming conventions. Organizing solutions into solution types makes searching for solutions more precise and the results more effective. You can create an unlimited number of solution types for your company's specific needs, however, the knowledge base is more effective and easier to manage if you limit the number of solution types.
Examples of common solution types include:
SCA (Symptom-Cause-Action)
PR (Problem-Resolution)
QA (Question-Answer)
Oracle Knowledge Management includes the seeded Solution-Cause-Action (SCA) solution type. The Oracle Knowledge Management system prevents the creation of duplicate solution types. When you create a solution type, you must also associate at least one statement type with the solution type before you can use the solution type for creating solutions. The following procedure describe how to create a new solution type.
Prerequisites
Oracle Knowledge Management administrators with edit permission (CS_Type_Edit) can create a new solution type.
Navigation
Setup > Types > Create Type
Notes:
The description of a solution type is only for administrators. Customers cannot view the description.
End-dating a solution type prevents any further solutions from being created after the end date has occurred. Solutions currently in progress are allowed to complete. End-dating does not delete the solution from the database.
Clicking Create
displays the Related Statement Types region, to which you can add statement types.
You must associate at least one statement type with the solution type before you can use the solution type for creating solutions. A solution type without an associated statement type is incomplete and is not available to choose from the Solution Type list when a user creates a new solution. Clicking Add/Delete from here takes you to the Associate Statement Types page, where you can make the association.
Use this procedure to view or update existing solution types.
You can add additional statement types to a solution type. For example, you may want to add the Fact statement type to record additional information about a situation.
Prerequisites
You must have edit permission (CS_Type_Edit) to edit a solution type.
Navigation
Setup > Types > Solution Types
Notes
In the Type No. column, click the link to navigate to the Solution Type page to view or edit solution type details.
Notes
This page includes two Update buttons. The upper Update button applies only to changes that you make to text above it. The lower Update button is in the Related Statement Types section and applies only to changes that you make to Statement Types.
In the Related Statement Type region, the Optional column check box indicates whether or not the statement type is optional. When you associate a new statement type with the solution type, by default, its association is as an optional statement. By clearing the check box, you are making the statement type mandatory.
You cannot delete the default solution type, Symptom-Cause-Action (SCA). You can delete a solution type only if no solutions use it. You cannot undo the deletion procedure.
If a solution type that you want to delete has any related statements types or external links listed in the Related Statement Types region, then you must first delete them by using Add/Delete to disassociate them from the solution type.