Siebel Field Service Integration to Oracle Fusion Knowledge Management

Oracle Fusion Knowledge Management uses AI-powered tools for creating knowledge artifacts and acts as a central repository of knowledge articles across multiple systems. The objective for this feature is to integrate Siebel CRM with Oracle Fusion Knowledge Management and leverage the capabilities of Oracle Fusion Knowledge Management.

Siebel Field Service integration to Oracle Fusion Knowledge Management supports use cases like search the most appropriate articles, read the articles, suggest changes to the articles, rate the articles, view the related articles and modify the search, and link the searched articles to the Service Request (SR). For more information about the technical aspects of this integration, see About Using Siebel Field Service Integration to Oracle Fusion Knowledge Management.

Siebel CRM remains the primary application for customers to report their issues via Service Request and allows the call center agents to help resolve the issues in a timely manner by getting access to the knowledge articles from Oracle Fusion Knowledge Management.

Siebel Field Service Integration to Oracle Fusion Knowledge Management supports languages that both Siebel Business Applications and Oracle Fusion Knowledge Management support. For more information, see Supported Languages.

Documentation for Oracle Fusion Knowledge Management

For more information about tasks that you perform in Oracle Fusion Knowledge Management, see the documentation for Oracle Fusion Knowledge Management.

https://docs.oracle.com/en/cloud/saas/fusion-service/knowledge.html