Functional Design for Search Use Case for Siebel Field Service to Oracle Fusion Knowledge Management
A search string is formed based on SR Area, Sub Area and Summary. KM Search API is invoked which uses semantic search in Oracle Fusion Knowledge Management, the most appropriate article is selected, and the results are shown within Siebel Field Service UI.
Linking Articles to the Service Request
When you read the article and the content resolves the problem, you can click on Link to Service Request button or the icon from the article and it links the article to the Service Request and navigates you to the Linked Articles View. You can then view the linked article by clicking on title of the article.
View Related Articles
When you get to the searched article, to view more related articles you can click on View Related Articles button. It navigates to new View, KM Search Result View which shows top 20 results based on search criteria.
You can go through the list and find the appropriate article and perform an additional search using search textbox to get more relevant articles.
Suggest Changes to the Article
You can suggest the changes to existing article by clicking on the suggest change icon.
You can enter the suggestion for article on Changes field on popup displayed and click on submit.
This will submit changes to Oracle Fusion Knowledge Management.
About Rate the Article
You can rate the article as one to five stars by selection number of stars based on the relevance of the article.
This will submit rating of the article to Oracle Fusion Knowledge Management.