Knowledge Management Gen AI Features General Availability

We are excited to announce the general availability of four knowledge management generative AI features:

• Generate Service Request Response from Knowledge
• Generate a Knowledge Article from a Service Request
• Generate a Knowledge Article from a Source Document
• Question Answering from Knowledge Articles
  • Chat Snippets
  • DCS Top Answer

These Gen AI features were all previously released in 24A, but were restricted to customers who had obtained a promo code from Oracle. Going forward, these features will be available to all customers using Redwood KM.

Generating a Service Request Response from Knowledge and generating a Knowledge Article from a Service Request make support agents more efficient.

Generating a Knowledge Article from a Source Document helps authors overcome the blank page problem and publish content more quickly.

Question Answering from Knowledge Articles helps users find answers to their questions without having to read long knowledge articles.

Steps to Enable

Generative AI features can be enabled with the following profile options via the "Manage Knowledge Generative AI Profile Options" screen in Setup & Maintenance:

• ORA_CSO_GEN_SR_FROM_ARTICLE
• ORA_CSO_GEN_FROM_SR
• ORA_CSO_GEN_FROM_SOURCE
• ORA_CSO_GEN_Q_ANSWERING

Key Resources

Use AI to generate articles from a service request:  https://videohub.oracle.com/media/Use+AI+to+generate+articles+from+a+Service+Request/1_j1p73zxe/298586982 

Use AI assist to generate a knowledge article:  https://videohub.oracle.com/media/Use+AI+Assist+to+generate+a+knowledge+article/1_zkeb7jhf/298586982