7Analyze Knowledge

This chapter contains the following:

Knowledge Analytics

Knowledge Analytics is a real-time reporting solution that enables knowledge managers and knowledge analysts to view knowledge author's activity. Analytics provides prebuilt dashboards to help knowledge managers to understand how authors are creating, updating, and publishing knowledge base articles and how they are linking articles to SRs.

Depending on your privileges, you can perform the following tasks:

  • Run the prebuilt dashboard reports

  • Create personalized dashboards

  • Create personalized reports and analyses on subject areas

  • Share analytics with other users

Note: Access to the analytics data is restricted based on roles. Analytics reports users will see only the data that they have access to, based on their roles and privileges. For more information on creating and assigning roles, see the Create Knowledge Roles topic in this guide.

Knowledge Analytics Terminology

It is helpful to familiarize with the BI objects to understand knowledge analytics.

This table contains important analytics terminology:

Term Description

Analytics

Business intelligence objects, such as analyses and dashboards, that provide meaningful data to help with decision making.

Analysis

A selection of data displayed in one or more views, such as a table or chart, to provide answers to business questions.

Dashboard

A collection of analyses and other content, presented on one or more pages to help you achieve specific business goals

Report

An output of select data in a predefined format that is optimized for printing.

Subject Area

Subject areas are the organizational units in the BI repository that contain metadata that define which columns you can include in analyses. Each subject area has a fact folder and a number of dimension folders.

Manage Analytics with the BI Administrator Role

The knowledge manager role is not authorized to perform high level tasks in the BI application. You need the BI Administrator role to perform the following tasks:

  • Personalize dashboards, reports, and analyses.

  • Manage catalog groups.

  • Assign privileges.

  • Schedule the publisher.

To create and assign the BI administrator role, use the process described in the Oracle CX Sales Creating and Administering Analytics guide.

Responsive Sizing for Knowledge Analytics

You can enable responsive sizing to optimize analytics display on devices that have different screen resolution and size, such as laptops, tablets, and mobile phones.

To enable responsive sizing, use the process described in Optimize Analytics Display in the Oracle CX Sales Creating and Administering Analytics guide.

Manage the BI Catalog Folders

All reports, analyses, and dashboards are stored and managed in the Oracle Business Intelligence (BI) catalog.

The pre-built knowledge dashboards are stored in the BI Catalog under Shared Folders in the Service Folder, and are organized as follows:

  • Subject Area Contents. This folder contains data related to subject areas.

  • Analytics Library: This folder contains generic analytics content which is not role-specific.

  • Embedded Content. The Knowledge dashboards are available in the Knowledge Analyst folder. You can use this folder to view and personalize the prebuilt dashboards.

Navigate to the Catalog

To access the catalog:

  1. Click Tools, Reports and Analysis from the Knowledge Home page.

  2. Click Browse Catalog in the Reports and Analytics page.

    The Catalog folder opens.

Save Analytics to the BI Catalog

Knowledge Managers can save analyses, dashboards, and reports in the BI catalog. The catalog contains a hierarchy of folders that enables you to store objects. You can also create additional folders and add permissions to these folders.

Note: Knowledge Analysts can only view prebuilt dashboards and run reports and analyses that they have access to.
  • Shared Folders. This folder contains prebuilt dashboards and personalized analytics that you have permission to access. All the users with permissions to this folder can view your data. The shared folder contains Custom and Service sub-folders.

  • Custom Folder. This is a sub-folder of the Shared Folders. Save copies of prebuilt dashboards to this folder before editing them.

  • My Folders. This folder contains reports and analyses that you have created. Only you can access the contents of this folder. You can share the contents in this folder by copying and saving the files to the Shared Folders.

To create folders and add permissions to them, use the process described in the Oracle Applications Cloud Creating and Administering Analytics and Reports guide.

Dashboards

A dashboard is a collection of reports and analyses organized to display data in a single view. The prebuilt dashboards are available in the BI catalog. Knowledge Analysts can view prebuilt dashboards and Knowledge Managers can create personalized dashboards. The information displayed in a dashboard is organized by a set of parameters and metrics. For example, the All Knowledge Breakdown dashboard contains data about all the articles available by products, by categories, by content types, and by locales.

You can access dashboards to view analytics for the following types of transactions:

  • All Knowledge: Generates analytics for all knowledge transactions.

  • My Knowledge: Generates analytics for your transactional data.

The following table lists the prebuilt dashboards:

Dashboard Name Description

All Knowledge by Day/Week/Month

This dashboard shows all the user activity for the last 12 days/ 12 weeks/ 12 months.

My Knowledge by Day/ Week/Month

This dashboard shows the individual activity for the last 12 days/ 12 weeks/ 12 months.

All Knowledge Breakdown

This dashboard shows the content available in the repository for the By Product, By Category, By Content Type, and By Locale article attributes.

Access Prebuilt Dashboards

The prebuilt dashboards are available in the Catalog folder.

To access dashboards:

  1. Click Tools, Reports and Analysis and then click Browse Catalog.

    The Catalog page opens.

  2. From the Folders hierarchy, expand Shared Folders, Service, Embedded Content, Knowledge Analyst, Dashboards and then select a dashboard.

  3. Click Open.

    The dashboard displays the analytics. You can also filter the dashboards with the following content volume metrics:

    Metric Name Description

    All Articles Created

    The number of articles created by day/week/month.

    All Articles Updated

    The number of articles updated by day/week/month.

    All Articles Published

    The number of articles last published by day/week/month.

    All Article Linked

    The number of article links done by day.

    Links Done By

    The number of links done by you.

    Links Done For

    The number of links done for my content.

    By Product

    The number of articles by product.

    By Category

    The number of articles by category.

    By Content Type

    The number of articles by content type.

    By Locale

    The number of articles by locale.

Personalize Dashboards

Knowledge managers can personalize the prebuilt dashboards to optimize the data presentation to suit your organizations' needs. You can also filter information by the available metrics, add and delete pages and objects, and change dashboard properties.

To personalize a dashboard:

  1. Click Tools, Reports and Analysis and then click Browse Catalog.

    The Catalog page opens.

  2. From the Folders hierarchy, expand Shared Folders, Service, Embedded Content, Knowledge Analyst, Dashboards and then select a dashboard.

  3. Expand More, click Copy to copy the dashboard and then click the Paste icon in your Custom folder location.

    The dashboard is copied to your location.

  4. Copy and Paste the related objects of this dashboard to the Custom folder.

    Note: You must copy the objects associated with the dashboard in order to edit it.
  5. Click Edit and perform one or more of the following tasks, as needed:

    • Add and delete pages.

    • Add and remove content of the dashboard.

    • Drag and drop within a page to move content around.

    • Change the layout of a page.

  6. Perform one of the following steps at any time:

    • To preview the dashboard page, click the Preview button.

    • To save your changes, click the Save button.

    • To exit the Dashboard builder and return to the Dashboard, click Run.

Subject Areas

Knowledge Analytics uses subject areas to create interactive reports and analyses. Subject areas contain metadata that define which columns are available for you to create a report or analysis.

Dimensions and Facts

A subject area contains dimensions and facts.

  • Dimension: Dimensions are the knowledge parameters such as articles, dates, and categories that can be measured using facts. Dimensions contain reference information and serve as columns in the report tables.

    Note: You need to select at least one dimension to generate a report.
  • Facts: Facts quantify dimensions. In the reports, a fact displays values for the selected dimensions. For example, the measure for Articles dimension is 'Number of Articles'. A fact can be associated with multiple dimensions.

Article Real Time Subject Area

The Article Real Time subject area enables you to create reports that provide information on articles in your knowledge base, such as the version, locale, content type, author, and lifecycle dates. It also provides information on employee interaction with articles. This subject area doesn't include product, category, or linking information.

Dimension Folder Dimension Definition

Article Version

Answer ID

The unique identifier of the article.

You can exclude this dimension from your report but you must include it for the subject area join to work effectively.

Article Display End Date

The end date after which the article is no longer available for display.

Article ID

The identifier of the article.

Article Last Updated Date

The date that the article is last updated.

Article Latest Version

The latest version of the article.

Article Locale

The language and region of the article.

Article Major Version

The value that increments when the article is updated.

You can exclude this dimension from your report but you must include it for the subject area join to work effectively.

Article Published Date

The date on which the article is published.

Article Status

The latest article status

Article Title

The title of the article.

Base Locale Code

The code of the locale to which the article belongs.

Base Locale Description

The description of the locale to which the article belongs.

Creation Date

The date on which the article is added to the repository.

 

Department

The department of the article.

Original Creation Date

The date on which the article is originally created and imported.

Owner ID

The identifier of the article's owner.

Published

The article is marked as published.

Content Type

Content Type

The type of content such as an article, or FAQ.

Employee

Employee Extension

The folder that contains dimensions for employees who owned article versions.

Note: Employees must be assigned the Resource role to be visible in reports. For more information on assigning roles, see the Create Knowledge Roles chapter in this guide.

Version Article Owner Resource Hierarchy:

Current Level -1 - Current Level - 16 Login

Current Level -1 - Current Level - 16 Resource Name

Current Level 1 - Current Level 16 Position Code

Current Level 1 - Current Level 16 Position Name

Current Level 1 - Current Level 16 Resource Id

Current Level 1 - Current Level 16 Resource Organization Code

Level 1 - Current Level 16 Resource Organization Name

Level 1 - Current Level 16 Resource Name

Current Base, Current Top Level - Login

Current Base, Current Top Level - Position Code

Current Base, Current Top Level - Position Name

Current Base, Current Top Level Resource Id

Current Base, Current Top Level Organization Code

Current Base, Current Top Level Organization Name

Current Base, Current Top-Level Resource Name

Direct Reports

Fixed Hierarchy Level

Hierarchy Based Login

User Organization Direct Reports Name

User Organization Hierarchy Based Login

The available hierarchy for the employee version article owners.

Resource Hierarchy

Address Line 1 - Address Line 4

City

State

County

Country

The employee address.

Employee Job Title

Describes the employee job title.

Employee Job Title Name

The employee's job title.

Employee Login

The login of the employee.

Employee Login Name

The employee's login name.

Employee Party Id

The employee party identifier.

Employee Row ID

The table row identifier stored in the source system for the employee.

First Name

The employee's first name.

From Date

The start date.

Hire Date

The employee's date of hire.

Internal

An internal code.

Key ID

A unique identifier for a dimension or fact.

Last Name

The employee's last name.

Manager E-mail Address

The employee's manager's email address.

Manager ID

The employee 's manager's identifier.

Manager Job Title

The employee's 'manager's job title.

Manager Job Title Name

The employee's manager's job title.

Manager Login ID

The employee's manager's login identifier.

Manager User Name

The employee's manager's user name.

Manager of Employee

The employee's manager.

Middle Name

The employee's middle name.

Name

The employee's name.

Parent Organization

The parent organization to which the employee belongs.

Parent Organization Name

The name of the parent organization.

Person ID

The person identifier.

Phone Line Type

The employee's phone line.

Postal Code

The employee's postal code.

Previous Last Name

The employee's previous last name, if applicable.

Primary Email

The employee's primary email.

Primary Phone

Primary Phone Area Code

Primary Phone Country Code

The employee's primary phone number, area code and country code.

Resource Primary Organization

The organization for the Resource role.

Resource Primary Organization Name

The organization name for the Resource role.

Resource Profile ID

The profile identifier for the Resource role.

Salutation Introduction

The salutation name.

Suffix

The employee article version owner's suffix, for example, Jr. or III.

Title

The employee's personal title, (for example Mr. or Dr.).

To Date

The end date.

User Creation Date

The date the user created the article.

User Name

The user's name.

User Status

The user's status.

Employee Original Article Author

To view the hierarchy and dimensions in this folder see the dimensions in the Employee folder in this table.

The folder that contains dimensions for employees who created articles.

Note: Employees must be assigned the Resource role to be visible in reports. For more information on assigning roles, see the Create Knowledge Roles chapter in this guide.

Employee Version Article Author

To view the hierarchy and dimensions in this folder, see the dimensions in the Employee folder in this table.

The folder that contains dimensions for employees who created versions of articles.

Note: Employees must be assigned the Resource role to be visible in reports. For more information on assigning roles, see the Create Knowledge Roles chapter in this guide.

Secondary Dates

Update Date

The date on which the article is updated.

Update Day Name

The day on which the article is updated.

Update Enterprise Period

The enterprise period in which the article is updated.

Update Enterprise Year

The enterprise year in which the article is updated.

Update Month

The month in which the article is updated.

Update Quarter

The quarter in which the article is updated.

Update Year

The year in which the article is updated.

Secondary Dates - Additional Attributes

Update Calendar Month

Update Calendar Month End Date

Update Calendar Month Start Date

Update Calendar Quarter

Update Calendar Quarter Start Date

Update Calendar Quarter End Date

Update Calendar Week

Update Calendar Week Start Date

Update Calendar Week End Date

Update Day Of Month

Update Day Of Week

Update Day Of Year

Update Enterprise Period End Date

Update Enterprise Period Number

Update Enterprise Period Start Date

Update Enterprise Quarter End Date

Update Enterprise Quarter Number

Update Enterprise Quarter Start Date

Update Enterprise Year End Date

Update Enterprise Year Number

Update Enterprise Year Period Number

Update Enterprise Year Start Date

Update Offset Week

Update Week

Update Week By Year

The additional attributes that denote the period in which the article is updated. See the For more information, see Time Additional Attributes in the Article Links Real Time Subject Area table.

Time

Date

Day Name

Enterprise Period

Enterprise Quarter

Enterprise Year

Month

Quarter

Week

Year

The Time-related attributes of the article. For more information, see Time attributes in the Articles Links Real Time Subject Area.

Time - Additional Attributes

Calendar Date

Calendar Month

Calendar Month End Date

Calendar Month Start Date

Calendar Quarter

Calendar Week Start Date

Calendar Week End Date

Calendar Week

Calendar Week Start Date

Calendar Week End Date

Calendar Year

Calendar Year Start Date

Calendar Year End Date

Day of Month

Day of Week

Day of Year

Enterprise Period End Date

Enterprise Period Number

Enterprise Period Sort Order

Enterprise Period Start Date

Enterprise Quarter End Date

Enterprise Quarter Number

Enterprise Quarter Start Date

Enterprise Year End Date

Enterprise Year Number

Enterprise Year Period Number

Enterprise Year Start Date

Offset Week

Week By Year

Year By Week

The additional time attributes available. For more information, see Time Additional Attributes in the Article Links Real Time Subject Area.

Version Author

User E-mail

User First Name

User Last Name

User Locale

User Login

The E-mail, first name, last name, locale, and login details of the author for the current version.

Version Locale

Locale Code

Locale Description

The locale and its description to which the current version of the article belong.

Version Owner

User E-mail

User First Name

User Last Name

User Locale

User Login

The E-mail, first name, last name, locale, and login details of the owner for the current version.

The following table lists the facts of the article real time subject area:

Fact Folder Fact Definition

Article Facts

# of Article Locales

The number of article locales.

 

# of Article Versions

The number of article versions.

 

# of Articles

The number of articles.

Article Links Real Time Subject Area

The Article Links Real Time subject area contains information about articles linked to from service requests. Only articles linked to service requests, and service requests linked to articles, appear in this subject area. All the articles are listed by their IDs in this dashboard.

Dimension Folder Dimension Definition

Article Version

Answer ID

The unique identifier of the article.

Article Display End Date

The end date after which the article is no longer available for display.

Article ID

The article identifier.

Article Last Updated Date

The date the article was last updated.

Article Latest Version

The latest version of the article

Article Locale

The article locale (language and region).

Article Major Version

The value that increments when the article is updated.

Article Publish Date

The date the article is published.

Article Status

The latest article status.

Article Title

The article title.

Base Locale Code

The code of the locale to which the article belongs.

Base Locale Description

The description of the base locale.

Content Type

The type of the content, for example, article or FAQ

Creation Date

The date on which the article is added to the repository.

Department Name

The name of the department.

Original Creation Date

The date on which the article was originally created and imported.

Published

The article is marked as published.

Version Locale Code

The locale code for the version of the article.

Version Locale Description

The description of the locale for the version of the article.

Article Links

Answer ID

The identifier of the answer.

 

Article Locale

The locale to which the article belongs.

 

DeletedFlag

The flags that are deleted from an article.

 

Link Created By

The user who created the link to the article.

 

Link Creation Date

The date on which the link is created.

 

Reference ID

The reference identifier of the article link.

 

Service Request ID

The identifier of the service request.

Employee

To view the hierarchy and dimensions for this folder, see the Employee folder in the Article Real Time Subject Area topic..

The folder that contains dimensions for employees who owned article versions.

Note: Employees must be assigned the Resource role to be visible in Analytics reports. For more information on assigning roles, see the Create Knowledge Roles chapter in this guide.

Employee Original Article Author

To view the hierarchy and dimensions for this folder, see the Employee folder dimensions in the Article Real Time Subject Area topic.

The folder that contains dimensions for employees who created original articles.

Note: Employees must be assigned the Resource role to be visible in Analytics reports. For more information on assigning roles, see the Create Knowledge Roles chapter in this guide.

Employee Version Article Author

To view the hierarchy and dimensions for this folder, see the Employee folder dimensions in the Article Real Time Subject Area topic.

The folder that contains dimensions for employees who created versions of an article.

Note: Employees must be assigned the Resource role to be visible in Analytics reports. For more information on assigning roles, see the Create Knowledge Roles chapter in this guide.

Product - Service Request

Product Group Extension - Service Request

Ask James for description.

Item Delete Flag

The item is marked to be deleted

OrderableFlag

The item is marked as ready to select.

Part Number

The product's part number.

Prod Group Delete Flag

The product group is marked to be deleted.

Prod Group Effective End Date

The end date of the product group.

Prod Group Effective Start Date

The start date of the product group.

Product Description

The description of the product.

Product Line

The line to which the product belongs.

Product Name

The name of the product.

Product Row ID

The row identifier of the product.

Product Type

The type of product.

Service Request Catalog Hierarchy Name 1-12

The name of the service request catalog hierarchy at levels 1-12.

Usage Code

The code for the type of product usage. It can be Base usage, Service usage, or HCM usage codes.

Service Category - Service Request

Base Service Category ID

The identifier of the category to which the base service belongs.

Base Service Category Name

The name of the category to which the base service belongs.

Business Unit ID

The identifier of the business unit.

Fixed Hierarchy Level

The level of the fixed hierarchy

Level 1- Level 8 Service Category ID

The identifier of the service category available at levels 1 through 8.

Level 1- Level 8 Service Category Name

The name of the service category available at levels 1 through 8.

Stripe

The stripe to which the category belongs.

Top Level Service Category ID

The identifier of the service category available at the top level of the hierarchy.

Top Level Service Category Name

The name of the service category available at the top level of the hierarchy.

The out-of-the-box service request attributes.

Time

Date

The date on which the article is linked.

 

Day Name

The name of the day on which the articles are linked.

 

Enterprise Period

The enterprise period in which the articles are linked.

 

Enterprise Quarter

The enterprise quarter in which the article is linked.

 

Enterprise Year

The enterprise year in which the article is linked.

 

Month

The month in which the article is linked.

 

Quarter

The quarter in which the article is linked.

 

Week

The week in which the article is linked.

 

Year

The year in which the article is linked.

Time- Additional Attributes

Calendar Date

The date of the time period.

Calendar Month

The identifier of the calendar month.

Calendar Month End Date

The end date of the calendar month.

Calendar Month Start Date

The start date of the calendar month.

Calendar Quarter

The identifier of the calendar quarter.

Calendar Quarter Start Date

The start date of the calendar quarter.

Calendar Quarter End Date

The end date of the calendar quarter.

Calendar Week

The identifier of the calendar week.

Calendar Week Start Date

The start date of the calendar week.

Calendar Week End Date

The end date of the calendar week.

Calendar Year

The number identifier of the calendar year.

Calendar Year Start Date

The start date of the calendar year.

Calendar Year End Date

The end date of the calendar year.

Day of Month

The day of the month.

Day of Week

The day of the week.

Day of Year

The day of the year.

Enterprise Period End Date

The end date of the enterprise period.

Enterprise Period Number

The identifier of the enterprise period.

Enterprise Period Sort Order

The sort order

Enterprise Period Start Date

The start date of the enterprise period.

Enterprise Quarter End Date

The end date of the enterprise quarter

Enterprise Quarter Number

The number identifier of the enterprise quarter

Enterprise Quarter Start Date

The start date for the enterprise quarter

Enterprise Year End Date

The end date of the enterprise year

Enterprise Year Number

The number of the enterprise year

Enterprise Year Period Number

The period of the enterprise year

Enterprise Year Start Date

The start date of the enterprise year

Offset Week

The week that can be compared to the previous week

Week By Year

The week number of the year.

Year By Week

The week day of the year.

The following table lists the facts of the article links real time subject area:

Fact Folder Fact Definition

Article Links Facts

# of Article Links

The number of article links.

Article Category Real Time Subject Area

The Article Category Real Time subject area provides information about the categories to which articles belongs. It also provides information on employee interaction with the articles. This subject area displays a one-to-many relationship from an article to a product.

Dimension Folder Dimension Definition

Article Version

Answer ID

The unique identifier of the article.

You can exclude this dimension from a report but you must include it for the subject area join to work effectively.

Article Display End Date

The end date after which the article is no longer available for display.

Article ID

The article identifier.

Article Last Updated Date

The date that the article was last updated.

Article Latest Version

The latest version of the article

Article Locale

The article locale (language and region)

Article Major Version

The value that increments when the article is updated.

You can exclude this dimension from a report but you must include it for the subject area join to work effectively

Article Publish Date

The date the article is published.

Article Status

The latest article status.

Article Title

The title of the article.

Base Locale Code

The code of the locale to which the article belongs.

Base Locale Description

The description of the base locale.

Content Type

The type of the content, for example, article or FAQ.

Creation Date

The date on which the article is added to the repository.

Department Name

The name of the department.

Original Creation Date

The date on which the article was originally created and imported.

Published

The article is marked as published.

Version Locale Code

The locale code for the version of the article.

Version Locale Description

The description of the locale for the version of the article

Employee

To view the hierarchy and dimensions for this folder, see the Employee folder in the Article Real Time Subject Area topic..

The folder that contains dimensions for employees who owned article versions.

Note: Employees must be assigned the Resource role to be visible in Analytics reports. For more information on assigning roles, see the Create Knowledge Roles chapter in this guide.

Employee Original Article Author

To view the hierarchy and dimensions for this folder, see the Employee folder dimensions in the Article Real Time Subject Area topic.

The folder that contains dimensions for employees who created original articles.

Note: Employees must be assigned the Resource role to be visible in Analytics reports. For more information on assigning roles, see the Create Knowledge Roles chapter in this guide.

Employee Version Article Author

To view the hierarchy and dimensions for this folder, see the Employee folder dimensions in the Article Real Time Subject Area topic.

The folder that contains dimensions for employees who created versions of an article.

Note: Employees must be assigned the Resource role to be visible in Analytics reports. For more information on assigning roles, see the Create Knowledge Roles chapter in this guide.

Service Category

Base Service Category ID

The identifier of the category to which the base service belongs.

Base Service Category Name

The name of the category to which the base service belongs.

Base Unit ID

The identifier of the business unit.

Fixed Hierarchy Level

The level of the fixed hierarchy

Level 1 Service Category ID

The identifier of the service category available at level 1.

Level 1 Service Category Name

The name of the service category available at level 1.

Level 2 Service Category ID

The identifier of the service category available at level 2.

Level 2 Service Category Name

The name of the service category available at level 2.

Level 3 Service Category ID

The identifier of the service category available at level 3.

Level 3 Service Category Name

The name of the service category available at level 3.

Level 4 Service Category ID

The identifier of the service category available at level 4.

Level 4 Service Category Name

The name of the service category available at level 4.

Level 5 Service Category ID

The identifier of the service category available at level 5.

Level 5 Service Category Name

The name of the service category available at level 5.

Level 6 Service Category ID

The identifier of the service category available at level 6.

Level 6 Service Category Name

The name of the service category available at level 6.

Level 7 Service Category ID

The identifier of the service category available at level 7.

Level 7 Service Category Name

The name of the service category available at level 7.

Level 8 Service Category ID

The identifier of the service category available at level 8.

Level 8 Service Category Name

The name of the service category available at level 8.

Stripe

The stripe to which the category belong.

Top Level Service Category ID

The identifier of the service category available at the top level.

Top Level Service Category Name

The name of the service category available at the top level.

Version Author Locale ID

The locale of the author of the latest version of the article.

Latest Version Author Login

The login ID of the author of the latest version of the article.

The following table lists the facts of the article category real time subject area:

Fact Folder Fact Definition

Article Category Facts

# of Article Categories

The number of categories associated with a given article.

# of Categories

The number of available categories.

Article Product Real Time Subject Area

The Article Product Real Time subject area contains information about the category or categories an article belongs to. This subject area displays a one-to-many relationship from an article to a category.

Dimension Folder Dimension Definition

Article Version

Answer ID

The unique identifier of the article.

You can exclude this dimension from a report but you must include it for the subject area join to work effectively.

Article Display End Date

The end date after which the article is no longer available for display.

Article ID

The identifier of the article.

Article Last Updated Date

The date that the article was last updated.

Article Latest Version

The latest version of the article.

Article Locale

The language and region of the article

Article Major Version

The value that increments when the article is updated.

You can exclude this dimension from a report but you must include it for the subject area join to work effectively.

Article Publish Date

The date on which the article is published.

Article Status

The latest article status.

Article Title

The latest article status.

Base Locale Code

The code of the locale to which the article belongs.

Base Locale Description

The description of the base locale.

Content Type

The type of the content, for example, article or FAQ.

Creation Date

The date on which the article is added to the repository.

Department Name

The name of the department.

Original Creation Date

The date on which the article was originally created and imported.

Published

The article is marked as published.

Version Locale Code

The locale code for the version of the article.

Employee

To view the hierarchy and dimensions for this folder, see the Employee folder in the Article Real Time Subject Area topic..

The folder that contains dimensions for employees who owned article versions.

Note: Employees must be assigned the Resource role to be visible in Analytics reports. For more information on assigning roles, see the Create Knowledge Roles chapter in this guide.

Employee Original Article Author

To view the hierarchy and dimensions for this folder, see the Employee folder dimensions in the Article Real Time Subject Area topic.

The folder that contains dimensions for employees who created original articles.

Note: Employees must be assigned the Resource role to be visible in Analytics reports. For more information on assigning roles, see the Create Knowledge Roles chapter in this guide.

Employee Version Article Author

To view the hierarchy and dimensions for this folder, see the Employee folder dimensions in the Article Real Time Subject Area topic.

The folder that contains dimensions for employees who created versions of an article.

Note: Employees must be assigned the Resource role to be visible in Analytics reports. For more information on assigning roles, see the Create Knowledge Roles chapter in this guide.

Product

Article Catalog Hierarchy 1 Name

The name of the article catalog hierarchy at level 1.

Article Catalog Hierarchy 2 Name

The name of the article catalog hierarchy at level 2.

Article Catalog Hierarchy 3 Name

The name of the article catalog hierarchy at level 3.

Article Catalog Hierarchy 4 Name

The name of the article catalog hierarchy at level 4.

Article Catalog Hierarchy 5 Name

The name of the article catalog hierarchy at level 5.

Article Catalog Hierarchy 6 Name

The name of the article catalog hierarchy at level 6.

Article Catalog Hierarchy 7 Name

The name of the article catalog hierarchy at level 7.

Article Catalog Hierarchy 8 Name

The name of the article catalog hierarchy at level 8.

Article Catalog Hierarchy Base Level Name

The name of the article catalog present at the base level of the hierarchy.

Article Catalog Hierarchy Top Level Name

The name of the article catalog present at the top level of the hierarchy.

ItemDeleteFlag

The item is marked to be deleted

OrderableFlag

The item is marked as ready to select.

Part Number

The product's part number.

ProdGroupDeleteFlag

The product group is marked to be deleted.

Prod Group Effective End Date

The end date of the product group.

Prod Group Effective Start Date

The start date of the product group.

Product Description

The description of the product.

Product Line

The line to which the product belongs.

Product Name

The name of the product.

Product Row ID

The row identifier of the product.

Product Type

The type of product.

Usage Code

The code for the type of product usage. It can be Base usage, Service usage, or HCM usage codes.

The following table lists the facts and definitions in the article product real time subject area::

Fact Folder Fact Definition

Article Product Facts

# of Article Products

The number of products associated with the articles.

Article Real Time Rating Subject Area

The Article Real Time Rating subject area contains information about article ratings, such as ratings values, rated article details, and the users who rated the articles. This subject area helps analysts identify content that satisfies users' needs, content that users are dissatisfied with, and content linked to SRs that effectively resolves them.

Dimension Folder Dimension Description

Article

Article Display End Date

The last date on which the article will be available to end-users.

Article ID

The article ID.

Article Last Updated Date

The date on which the article was most recently updated.

Locale

The locale in which the article is published.

Creation Date

The article on which the article was created.

Department

Department

The department of the article. .

Employee

To view the hierarchy and dimensions for this folder, see the Employee folder dimensions in the Article Real Time Subject Area topic.

The folder that contains dimensions for employees who owned article versions.

Note: Employees must be assigned the Resource role to be visible in Analytics reports. For more information on assigning roles, see the Create Knowledge Roles chapter in this guide.

Employee Original Article Author

To view the hierarchy and dimensions for this folder, see the Employee folder dimensions in the Article Real Time Subject Area topic.

The folder that contains dimensions for employees who created original articles.

Note: Employees must be assigned the Resource role to be visible in Analytics reports. For more information on assigning roles, see the Create Knowledge Roles chapter in this guide.

Employee Version Article Author

To view the hierarchy and dimensions for this folder, see the Employee folder dimensions in the Article Real Time Subject Area topic.

The folder that contains dimensions for employees who created versions of an article

Note: Employees must be assigned the Resource role to be visible in Analytics reports. For more information on assigning roles, see the Create Knowledge Roles chapter in this guide.

Ratings

Rating Type

The ID of the rating type, 2.0 for like/dislike or 4.0 for 5 star.

 

Rating Name

The name of rating type, 5 star or like/dislike.

Rating Values

Rating Value

The actual rating value recorded.

Date Added

The date that the user rated the article.

Rating Facts

Average Rating

The average of all ratings of an article.

# of Ratings

The total number of ratings of an article.

# of Rated Articles

The total number of articles rated by all users in the selected time period.

Content Type

Content Type

The content type of the rated article.

Rating Added By

User E-mail

The e-mail address of the user who rated the article.

User First Name

The rating user's first name.

User Last Name

The rating user's last name.

User Locale

The locale of the user who rated the article.

User Login

The login of the user who rated the article.

Time

Date

The time-related attributes of the article. For more information, see Time Attributes in the Article Links Real Time Subject Area.

Day Name

Enterprise Period

Enterprise Quarter

Enterprise Year

Month

Quarter

Week

Year

Version Locale

Locale Code

The locale and its description to which the current version of the article belongs.

Locale Description

Facts

Fact Folder Fact Description

Rating Facts

# of Rating

The number of ratings that were entered by all users in the selected time period.

Average Rating

The sum of all rating values divided by the number of ratings entered.

# of Rated Articles

The number of articles that were rated by all users in the selected time period.

Article Summary Historical Subject Area

This subject area contains information on knowledge management article historical metrics. This data shows how articles are ranked in popularity and which articles require updates. Users can create reports on article views, ratings, service request links, article creation, and publishing. The historical data is refreshed on an hourly basis.

Dimension Folder Dimension Definition

Article - Latest Version

Answer ID

The unique identifier for the article.

You can exclude this dimension from your report but you must include it for the subject area join to work effectively.

Article Display End Date

The end date after which the article is no longer available for display.

Article ID

The identifier of the article.

Article Latest Update Date

The date that the article was last updated.

Article Major Version

The value that increments when the article is updated.

You can exclude this dimension from your report but you must include it for the subject area join to work effectively.

Article Published Date

The date on which the article is published.

Article Status

The status of the article as set in Authoring.

Article Title

The title of the article.

Base Locale Code

The code of the locale to which the article belongs.

Base Locale Description

The description of the locale.

Content Type

The type of the content, for example, article, FAQ.

Creation Date

The date on which the article is added to the repository.

Latest Version Locale Code

The locale code for the latest version of the article.

Latest Version Locale Description

The description of the locale for the latest version of the article.

Original Creation Date

The date on which the article was originally created and imported.

Published

The article is marked as published.

Article Summary

Rank

The numeric value that represents an article's popularity based on views, with more recent views carrying more weight in the rank. Click this dimension to access the numeric values.

Department

Department

The department of the article.

Employee

To view the hierarchy and dimensions for this folder, see the Employee folder in the Article Real Time Subject Area topic..

The folder that contains dimensions for employees who owned article versions.

Note: Employees must be assigned the Resource role to be visible in Analytics reports. For more information on assigning roles, see the Create Knowledge Roles chapter in this guide.

Employee Original Article Author

To view the hierarchy and dimensions for this folder, see the Employee folder in the Article Real Time Subject Area topic.

The folder that contains dimensions for employees who created original articles.

Note: Employees must be assigned the Resource role to be visible in Analytics reports. For more information on assigning roles, see the Create Knowledge Roles chapter in this guide.

Employee Version Article Author

To view the hierarchy and dimensions for this folder, see the Employee folder in the Article Real Time Subject Area topic.

The folder that contains dimensions for employees who created versions of an article.

Note: Employees must be assigned the Resource role to be visible in Analytics reports. For more information on assigning roles, see the Create Knowledge Roles chapter in this guide.

Time

Stat Calendar Month

The calendar month of the statistics (stat) date. This is the date on which the aggregation job was executed, and ratings and other updates captured.

Stat Calendar Month End Date

The calendar month end date of the statistics (stat) date. This is the date on which the aggregation job was executed, and ratings and other updates captured.

Stat Calendar Month Start Date

The calendar month start date of the statistics (stat) date. This is the date on which the aggregation job was executed, and ratings and other updates captured.

State Calendar Quarter

The calendar quarter of the statistics (stat) date. This is the date on which the aggregation job was executed, and ratings and other updates captured.

Stat Calendar Quarter End Date

The calendar quarter end date of the statistics (stat) date. This is the date on which the aggregation job was executed, and ratings and other updates captured.

Stat Calendar Quarter Start Date

The calendar quarter start date of the statistics (stat) date. This is the date on which the aggregation job was executed, and ratings and other updates captured.

Stat Calendar Year End Date

The calendar year end date of the statistics (stat) date. This is the date on which the aggregation job was executed, and ratings and other updates captured.

Stat Calendar Year Start Date

The calendar year start date of the statistics (stat) date. This is the date on which the aggregation job was executed and ratings and other updates captured.

Stat Date

The statistics (stat) date. This is the date on which the aggregation job was executed and ratings and other updates captured.

Stat Month

The month of the statistics (stat) date. This is the date on which the aggregation job was executed, and ratings and other updates captured.

Stat Quarter

The quarter of the statistics (stat) date. This is the date on which the aggregation job was executed and ratings and other updates were captured.

Stat Year

The year of the statistics (stat) date. This is the date on which the aggregation job was executed and ratings and other updates were captured.

The following table illustrates the facts of historical data:

Fact Folder Fact Definition

Article Management

Number of Article Updates

The number of times the article was updated.

Number of Articles Published

The total number of article published.

Article Ratings

# of Rating 1

The number of times an article was rated 1 star.

# of Rating 2

The number of times an article was rated 2 stars.

# of Rating 3

The number of times an article was rated 3 stars.

# of Rating 4

The number of times an article was rated 4 stars.

# of Rating 5

The number of times an article was rated 5 stars.

Average Rating

The average rating for the article.

Article View

# of Article Views

The number of times users viewed the article.

Service Request Links

# of Article Links

The number of times the article was linked to a service request.

Article User Group Real Time Subject Area

You can report on the user groups that are associated with articles in Knowledge Management Analytics to gain additional insight into how users are interacting with secured content. The Article User Groups subject area contains information about the user groups that are associated with articles. This subject area is structured as many-to one, so you open your core subject area (for example, Article Real Time), and then add this subject area.

Dimension Folder Dimension Definition

Article Version

Answer ID

The unique identifier of the article.

You can exclude this dimension from a report but you must include it for the subject area join to work effectively.

Article Display End Date

The end date after which the article is no longer available for display.

Article ID

The identifier of the article.

Article Last Updated Date

The date that the article was last updated.

Article Latest Version

The latest version of the article.

Article Locale

The language and region of the article.

Article Major Version

The value that increments when the article is updated.

You can exclude this dimension from a report but you must include it for the subject area join to work effectively.

Article Publish Date

The date on which the article is published.

Article Status

The latest article status.

Article Title

The title of the article.

Base Locale Code

The code of the locale to which the article belongs.

Base Locale Description

The description of the base locale.

Content Type

The type of the content, for example, article or FAQ.

Creation Date

The date on which the article is added to the repository.

Department Name

The name of the department.

Original Creation Date

The date on which the article was originally created and imported.

Published

The article is marked as published

Version Locale Code

The locale code for the version of the article.

Version Locale Description

The description of the locale for the version of the article.

Employee

Employee Extension

To view the hierarchy and dimensions in this folder see the dimensions in the Employee folder in the Article Real Time Subject Area topic.

The folder that contains dimensions for employees who owned article versions.

Note: Employees must be assigned the Resource role to be visible in reports. For more information on assigning roles, see the Create Knowledge Roles chapter in this guide.

Employee- Original Article Author

Original Author First Name

The original article author's first name.

Original Author Last Name

The original article author's last name.

Original Author Locale ID

The original article author's locale ID.

Original Author Login

The original article author's login

Employee- Version Article Author

Version Author First Name

The version article author's first name.

Version Author Last Name

The version article author's last name.

Version Author Locale ID

The version article author's locale ID.

Version Author Login

The version article author's login.

Employee - Version Article Owner

Version Owner First Name

The version article owner's first name.

Version Owner Last Name

The version article owner's last name.

Version Owner Locale ID

The version article owner's locale ID.

Version Owner Login

The version article owner's login.

User Group

User Group

The name of the user group associated with the article.

The following table lists the facts in the article user group subject area:

Fact Folder Fact Definition

Article User Group Facts

# of Article User Groups

The number of user groups associated with the article.

# of User Groups

The number of user groups.

How can I Use Subject Areas to Answer Business Questions?

You can build reports and analyses to answer business questions. Each knowledge subject area is built around a unique set of business questions for a particular context, such as the number of articles being published, and the number of articles linked to SRs.

You can choose the appropriate facts and dimensions listed in a subject area to answer your business questions. Using different combinations of facts and dimensions, you can generate different types of reports.

Note: Access to Analytics data is restricted, based on user roles. So regardless of the data you include in your reports, the users looking at Analytics reports will see only the data that they have access to based on their roles and privileges.
Subject Area Key Business Questions

Article Real Time

How many articles are available in the knowledge base?

Which articles are published or unpublished?

Article Links Real Time

How many links exist between services requests and knowledge articles?

Which articles are linked to the maximum number of service requests?

Article Category Real Time

Which category contains the highest number of knowledge articles?

Which articles are linked to a category?

Article Product Real Time

Which products are associated with the most number of knowledge articles?

Which articles are linked to a product?

Article User Group

How many articles are consumed by a particular user group during a specified period?

Which user groups area associated to an article?

Create Personalized Reports

Knowledge managers can create personalized reports using subject areas. You need to identify the dimensions, facts, and filters to generate a report. You can also select two subject areas that share common dimensions to add additional data to your report.

To create a personalized report:

  1. From the Navigation menu, click Tools and select Reports and Analysis.

    The Reports and Analytics page opens.

  2. Click Create, Report.

    The Oracle Business Intelligence home page displays the Create Report wizard.

  3. To build the report on a subject area, click Use Subject Area and select the appropriate Subject Area from the drop-down list.

  4. Click Next and select the Page and Layout options.

  5. To create a chart or graph, drag and drop fields from the Data Source pane into the layout.

    Note: To add additional subject areas to this report, click Add/Remove icon and select another subject area.
  6. Click View Report to run and view the report and Edit Report to modify the report.

  7. Click Finish and select the folder destination to enter a Name and Description for the report and then click OK.

    The report is created.

Create Personalized Analyses

Knowledge Managers can create analyses using subject areas. To create an analysis, follow these steps:

  1. Click Tools, Reports and Analysis.

    The Reports and Analytics page appears.

  2. Click Create, Analysis.

    The Select Subject Area window displays.

  3. Select the subject area check box and click Continue.

    The Create Analysis: Select Columns pane lists all the available columns, facts, and attributes.

  4. Expand the subject area and add columns to the analysis and then click Next.

    The Create Analysis: Select View pane lists the table, graph, and layout options available.

  5. Enter a Title for the analysis and select the Table, Graph, and Layout options from the drop-down lists.

    Note: You can Preview the analysis and edit the table and graph layouts.
  6. Click Next.

    The Create Analysis: Sort and Filter page opens.

  7. To filter the report, follow these steps:

    1. Click Add Sort and select a column to sort the analysis in a specific order.

    2. Click Add Filter and select the column.

    3. Select the Operator from the drop-down list and enter the filter Value.

      The drill-down for the analysis appears.

    4. Additionally, you can apply conditional highlight formatting to the analysis in the Create Analysis: Highlighting page.

  8. Enter the Analysis Name, Description, and select the destination folder where you want to save the analysis.

    Note: Analysis saved in the Shared Folders location is visible to all the users. You can save the analysis in My Folders location for your personal use.
  9. Click Submit.

    A Confirmation message appears that the analysis is saved successfully.

Search for Reports and Analyses

When you search for analytics, the search results include all prebuilt and personalized dashboards, reports, and analyses.

To locate an analysis or a report:

  1. From the Navigation menu, click Tools and select Reports and Analysis.

    The Reports and Analytics page displays.

  2. Click the Hierarchical Selector icon to filter the folder location.

    The All Folders catalog is selected by default.

  3. To filter the search results, select the filter type and enter the name of the report or analysis in the search text field. You can also click Clear Filter to reset the filters.

  4. Click the Search icon.

    The search results that match your criteria appears.

  5. Click the star icon.

    The analytic is added to your favorites list.

Share Analytics

You can share the analytics that you have created with other users as a briefing book. A briefing book consists of dashboard pages, reports and analyses. To generate a briefing book, you need to select the analytics, add the contents to the book and save it to the BI catalog. You can download the briefing book in PDF or HTML formats and share it with the other users.

To add contents to a briefing book and share it with others, you can use the procedure explained in the Oracle CX Sales Creating and Administering Analytics guide.