2Administer Knowledge

This chapter contains the following:

Administering the knowledge application involves several day-to-day tasks to set up and run the application across locales. You control locale access, define content types, manage users, and so on to ensure a smooth operation of your business. You can perform these tasks to administer the knowledge application:

  • Manage locales for the application by activating and deactivating them.

  • Specify the locales that authors have access to.

  • Define new content types to add new types of articles to the knowledge base.

  • Manage application users.

  • Configure the My Knowledge page for your organization.

  • Manage the jobs that update search as the knowledge base changes.

Locales help you make Knowledge available to users who speak varied languages and are located in different countries or regions. Each locale represents a language and a specific national or regional variation of it. Locales help you to differentiate knowledge content by language and country or region. Important differences among locales can include regulations, procedures, addresses, currencies, date formats, and country- or region-specific terms.

Knowledge is available for use in all locales supported by the application. You can use Knowledge with multiple locales by activating the locales that you want to use. You can view, enable, and disable locales from the Manage Locales page. Knowledge is configured to have a default locale. You can change the default locale to one that best meets your organization's needs.

Authors, translators, agents, end-users, and knowledge managers can use or manage knowledge in any of the locales that they have access to. You can search for specific locales, and list all locales, active locales, or inactive locales.

  1. Go to Setup and Maintenance and select Service from the Setup drop-down list.

  2. Select Knowledge Management from the functional areas, and select the Manage Knowledge Locales task.

  3. Select the locale that you want to enable or disable.

You can disable a locale by un-checking it. When you disable a locale, users cannot search for or browse the articles in it, and authors can't update its contents. Articles in disabled locales remain in the database, and you can re-enable a locale to make its contents available again. You can permanently delete a locale by deleting all of its objects and then disabling it.

Note: You can't disable the default locale.

You can choose one or more locales for your knowledge base. You can add more locales any time. Authors, translators, and knowledge managers can create and manage knowledge in any of the locales that they have privileges to work in. Agents and end-users can use knowledge in any locale that they have privileges in.

You can view, enable, and disable locales from the Manage Locales page. You can search for specific locales, and list either all locales, active locales, or inactive locales.

  1. Go to Setup and Maintenance and select Service from the Setup drop-down list.

  2. Select Knowledge Management from the functional areas, and select the Manage Knowledge Locales task.

  3. Select the check box of the locale that you want to enable or disable.

You can disable a locale by un-checking it. When you disable a locale, users cannot search for or browse the articles in it, and authors can't add or update its contents. Articles in disabled locales do stay in the database, and you can re-enable a locale to make its contents available to users again. You can permanently delete a locale by deleting all of the objects in the locale, then disabling it.

Note: You can't disable the default locale.

Default Preferred Knowledge Locale

You can specify a default preferred knowledge locale, so that users who do not set their own preferred knowledge locale will see, by default, knowledge content in the locale that you set. If you don't set a default preferred knowledge locale, users who don't set their own preferred knowledge locale will see knowledge in the locale that corresponds to their language and territory preference.

For example, suppose your company uses knowledge in only one locale, English-Australia, but has employees in another country, such as Taiwan. Employees in Taiwan might have their language preference set to Traditional Chinese and their territory preference set to Taiwan.

Since knowledge content exists only in the English-Australia locale, employees in Taiwan need to have their knowledge locale set to English-Austrialia in order to use knowledge. There are a few ways to do this:

  • If you set the default knowledge locale to English-Australia, employees in Taiwan will see knowledge in this locale by default. They can use knowledge without making any changes.

  • Users can set their own preferred knowledge locale to English-Australia. They can use knowledge once they make this change.

  • Users can manually select the English-Australia locale in the search area whenever they use knowledge. If they don't select this locale, they will not see any search results.

Now, suppose your company has knowledge in more than one locale. You can set the most commonly used locale as the default preferred locale, and individual users can set their own default knowledge locale to any other supported locale as it suits them.

You must assign at least one locale to every author so that they can work in Knowledge. Authors can create and manage articles only in the locales assigned to them. You can see and update authors' locales on the Knowledge Users page.

  1. Select Knowledge Users from the navigator.

  2. Locate the authors you want to update. You can use partial or complete user names or IDs to locate authors.

  3. Select the locales that you want to add or remove and click the arrow icons to move the locales to or from the assigned column. You can select multiple locales in a single operation, or select all of the locales using the double arrow.

Set a Default Preferred Knowledge Locale

You can set a default preferred knowledge locale for your business. Users who do not set their own preferred knowledge locales will see content in this locale instead of in the default knowledge locale.

  1. Open Setup and Maintenance and select the Service offering.

  2. Select Knowledge Management and then select Manage Knowledge Locales.

  3. Select a default preferred knowledge locale. Click Keep Changes on the warning message if you are fine with the impact.

  4. Click Done.

Note: If you deactivate a locale that was set as the default preferred knowledge locale, the application automatically sets the default preferred knowledge locale to none.

You can use article statuses to mark milestones along the way to publishing an article. Article statuses let contributors and approvers know what work still needs to be done. You can use the predefined statuses or create additional statuses if you want. You must enable the feature to make the predefined statuses available to authors.

The application has these predefined article statuses:

  • Approved

  • Draft

  • Published

  • Rework

  • Technical Review

  • Work in Progress

You enable Article Statuses on the Manage Knowledge Article Status page. You must enable the feature to make the predefined statuses available to authors.

  1. Go to Setup and Maintenance and select Service from the Setup drop-down list.

  2. Select Knowledge Management from the functional areas, and select the Manage Knowledge Article Status task. The Manage Article Statuses page displays.

  3. Select the Enable Article Statuses option.

You can define your own article statuses. You must localize each user-defined article status for each active locale.

  1. Go to Setup and Maintenance and select Service from the Setup drop-down list.

  2. Select Knowledge Management from the functional areas, and select the Manage Knowledge Article Status task. The Manage Article Statuses page displays.

  3. Click the + sign to add a new status.

  4. Enter the Article Status Name.

  5. Add a localized label for the new status for each locale listed. For example, if you add a new status of Legal Review in English, and if your company also uses the locales English, US, and English, CA, it would look like:

    • Legal Review - English, US

    • Legal Review - English, CA

You can deactivate an article status if it is not used in the latest version of an article. Clear the Active check box to deactivate a status. You can delete an inactive user-defined article status by clicking the X but you can't delete a predefined status.

Content types define the various types of articles in your knowledge base. A content type definition serves as an authoring template for articles that serve a specific purpose. For example, the application has prebuilt content types for solutions and FAQs. You can define any number of content types and vary the elements that they contain, including:

  • Content elements, including the title, and the text fields that make up the body of the article.

  • Locale-specific article and field-level titles and descriptions.

  • Products and categories that are relevant to the content type.

  • Visibility to audiences at the article and field levels.

As a knowledge manager you can define content types. You define content types by defining the content type, defining the schema for the content type, and defining the content schema details.

  1. Select Setup and Maintenance from the navigator, and from the Setup menu, select the Service offering.

  2. Select the Knowledge Management functional area and select Manage Knowledge Content Types.

  3. Click the + symbol to begin creating the content type.

Supply Basic Information

You define the content type by supplying basic information, including a name, an optional description, a prefix ID, and names and descriptions for additional knowledge base locales, if required. You also need to select an application for the content type. The application you select for the content type also determines the products and categories that authors can assign to articles, and which users can access the articles. For example, if you define a content type called "Manual", and assign it to the Service application, then authors will be able to assign only Service products and categories to these articles, and only Service users will be able to access them.

The application automatically assigns a reference key based on the content type name. If you change the content type name after you initially enter it, you can edit the reference key to match the edited name prior to saving the content type data. The description is visible as placeholder text that authors see when creating articles. The prefix ID forms the first part of the article ID that is automatically created for each article in the knowledge base. The prefix helps to identify articles belonging to a specific content type. For example, you might use the prefix NA for a News Article content type. You can use numerals and letters in your document ID prefix.

  1. Enter a name for the content type.

  2. Enter a prefix for the ID number that the application will automatically assign to each article.

  3. Enter an optional description.

  4. Click the locale icon and use the Edit Locales dialog to enter translated names and descriptions for the additional locales.

  5. Select a department for the content type.

Define the Content Schema

The content schema describes the structure of the articles in the content type. You define the schema by defining the individual elements that make up an article. For example, you might define the elements of a news article content type to include the elements title, summary, body, and related information.

You can restrict the visibility of fields to specific users. For example, you might need to define a product support document that includes information that only agents should have access to. Select the user groups from the available list and move them to the selected list. In the available list, you will see only the user groups that are mapped to the department you selected in the previous step. If you do not select any user groups, then the field will be visible to all users.

You can select the type of content that the field will accept. Use the field type to select text or full rich text. Text fields support simple text entry. Full rich text fields have a full featured text editor that supports complex formatting and markup, as well as images. You can also specify whether authors must enter content in a field, or whether they can leave the field empty.

You define the content schema by defining the title field, the additional fields that you need, and optionally enabling attachments to the content type.

  1. Enter a title or accept the default. The title field is required for all content types.

  2. Enter an optional description for the title field.

  3. Click the locale icon and use the Edit Locales dialog to enter translated names and descriptions for the additional locales.

You define the additional fields by supplying the necessary information for each element or field that your content type requires.

  1. Click the + sign to add additional fields.

  2. Enter a name and description for each field.

  3. Click the locale icon and use the Edit Locales dialog to enter translated names and descriptions for the additional locales.

  4. Click the visibility icon to optionally restrict this field to internal users only.

  5. Select the field type to define the text requirements for each field.

  6. Click the check box to specify that authors must enter content in this field.

Select the option to enable file attachments if you want users to be able to attach files to the content type.

Change the Article Rating Types

You can change the rating type for articles from the default 5 Star rating type to the Like or Dislike rating type.

  1. Open Setup and Maintenance.

  2. Select the Service offering and then select Knowledge Management.

  3. Select the Manage Knowledge Common Profile Options, and for the CSO_CONTENT_RATING_TYPE profile option, select the desired rating type from the profile value drop down list.

Enable and Disable Search Filters in My Knowledge

You can enable and disable search filters in My Knowledge so that users can restrict the search results to products, categories, or content types. Search filters are enabled by default in Service > My Knowledge, and Help Desk > My Knowledge. To enable or disable search filters, you must have the FND_VIEW_ADMIN_LINK_PRIV privilege and the appropriate role for the page. For example, if you want to configure Service > My Knowledge, you must be a customer service representative or customer service manager.

Note: Search filters are not available in Knowledge > My Knowledge.
  1. Sign in to the application and click the user icon on the top right, and then select Settings and Actions > Manage Sandboxes.

  2. Create a new sandbox and set it as active, or select an existing sandbox and activate it.

  3. On the home page, select Service > My Knowledge or Help Desk > My Knowledge.

  4. Click the user icon on the top right, and select Administration > Edit Pages.

  5. In the Edit Pages dialog, hover the mouse over Edit Layer and select Site or Global and click OK.

  6. Click the Show Advanced Search icon to view the product, category, content type, and locale filters.

  7. Click the edit icon next to an option, and in the component properties box, select or deselect group to hide or show the option.

  8. Optionally, you can modify the display options and style of the component as desired.

  9. Click OK.

You can reorder the options and change their sequence on the page.

  1. Click the Select tab at the top of the page.

  2. Drag the mouse to select all of the components, and then select Edit Component.

  3. In the component properties box, select the children tab. Reorder the options using the up and down arrows, and click OK.

File Attachments

Authors can attach one or more files, such as product manuals, data sheets, and videos, to a knowledge article to make them available to agents and end-users. Authors can also update and remove attachments from articles.

An article can have up to 20 attachments with a maximum file size of 100MB for each attachment. Most common business file types, including office documents (.doc, .docx, .odt), PDF (.pdf), and video (.mp4) are supported by default.

The search processes attached files and matches terms in users' questions to their contents. When agents search for a term from My Knowledge and Service Request Knowledge pages, the application fetches not only the articles that match the search term but also the attachments files associated to articles that include the term. File attachments are included as separate document type in search results. For file attachment search results, agents can perform a few actions like inserting the link to the file attachment in a service request message. The link to the article is inserted in the message in this case.

You must enable file attachments for each individual content type that you want authors to be able to attach files to. You must also enable content processing of file attachments so that their contents will be matched to users' search terms. You can view and edit the list of supported file types, and change the display titles of the attachments uploaded by authors.

Manage Search Content Processing Jobs

You can start content processing jobs, view the status of currently running and completed jobs, and view log details of completed jobs.

The Content Processing page lists the jobs that are currently running or completed. For each listed job, the page displays the type of job, the start and end time, the total time that the job ran, and its completion status. You can refresh the page to update information on currently running jobs.

There are two types of content processing jobs:

  • Incremental jobs process only documents and dictionary concept changes that have been updated since the completion of the previous job. Incremental jobs should run every 15 minutes.

  • Full jobs process all documents, whether updated or not, and all dictionary concept changes.

Incremental content processing jobs are managed as scheduled processes by the Knowledge Search Batch Process job. The value of the Knowledge Search Batch Processing job should be set to 15 minutes. This value ensures that incremental jobs will run every 15 minutes. Full jobs can be run on-demand as required. You can view the log summary for a completed job.

Enable Intelligent Advisor Interviews in Knowledge Articles

You can integrate CX Sales and Intelligent Advisor so that knowledge authors can add interviews to articles. Intelligent Advisor is a suite of tools used to build smart interactive interviews that support your organization's business policies.

Intelligent Advisor provides a central hub from which all the connections and interview projects are managed. There is desktop modeling software for building interviews called Policy Modeling. The Intelligent Advisor Hub connects Policy Modeling to CX Sales. Here are the major steps to integrate CX Sales with Intelligent Advisor:

  • Create a CX Sales connection in the Intelligent Advisor Hub.

  • Download and install Policy Modeling.

  • Connect the Policy Modeling project to Intelligent Advisor Hub.

  • Map data from CX Sales to Policy Modeling.

When Intelligent Advisor is integrated, authors can add interviews when they create or edit articles.

You can learn more about integrating with Intelligent Advisor by reading the Additional Configurations and Integrations section of the Oracle CX Sales Implementing Sales guide.

Enable File Attachment Content Processing

You must enable file attachment processing so that the contents of file attachments will be matched to users' search terms. When users search in the service request knowledge panel, or in My Knowledge, the application will match their search terms to the contents of file attachments as well as articles. File attachments are included as separate document type in search results.

Note: Contents of video file attachments cannot be processed.
  1. Open Setup and Maintenance.

  2. Select the Service offering and then select the Knowledge Management function.

  3. Select Manage Knowledge Search Profile Options, and then select Yes for the profile value CSO_ENABLE_INDEX_ARTICLE_ATTACHMENTS.