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About Configuring Oracle Knowledge for Siebel Self Service

Siebel Self Service is integrated with Oracle Knowledge so that customers can review information about programs on the Siebel Self Service Web site. This information includes details about programs, frequently asked questions (FAQs) about programs, and news articles about programs. Developers can use widgets in Oracle Knowledge to create applets of information about programs on the Siebel Self Service Web site. For more information about these widgets, see Oracle Knowledge for RightNow Integration Guide on the Oracle Knowledge bookshelf on Oracle Technology Network.

The program details, news articles, and FAQs that appear in the Siebel Self Service Web site are stored in dedicated content channels of the Information Manager database in Oracle Knowledge. To integrate Siebel Self Service and Oracle Knowledge, administrators configure these channels. These channels provide a framework to define and manage specific document types, such as program details, news articles, and FAQs. For more information, see Oracle Knowledge Information Manager Administration Guide on the Oracle Knowledge bookshelf on Oracle Technology Network.

Administrators can use the Knowledge Management Configuration view of the Administration - Application screen to set up additional criteria for the information about programs in applets on the Siebel Self Service Web site. This view shows the URL of the Information Manager Server for Oracle Knowledge. A custom physical renderer that is associated with the applets reads the additional criteria and uses widgets in Oracle Knowledge to pass the configuration information to the server for Oracle Knowledge. The physical renderer then gets the resulting data from the server and displays it in the applets. For more information about setting up the additional criteria, see Configuring the Applets for Program Information.