4Use Knowledge Authoring

This chapter contains the following:

Use Knowledge Authoring to create and manage knowledge articles. As an author, you can create and publish articles, periodically update them, translate them into supported locales, and unpublish them when they are no longer needed. Agents can use knowledge articles to easily find solutions to customer issues and link articles to customer incidents. To access Authoring, select Authoring in the Navigator panel.

Create Good Document Titles

You want your customers to have a productive experience when they search for answers, starting with strong, relevant document titles. A strong document title identifies a topic and begins to inform the customers about the content. A poor title can obscure vital information so your customers may not select it although it contains the desired content.

About Good Document Titles : Explained

You want your customers to have a productive experience when they search for answers, starting with strong, relevant document titles. A strong document title identifies a topic and begins to inform the customers about the content. A poor title can obscure vital information so your customers may not select it although it contains the desired content.

Articles are the basic units of the knowledge base. You can create and manage various predefined types of articles, and your administrator can define other types of articles specifically for your organization.

You can create these kinds of articles:

  • FAQ

  • HCM FAQ

  • Solution

  • HCM Solution

  • Your organization's content types

Articles and their translated versions share the document ID. You can select an article to view details about its publishing status, relevant products and categories, user rating, and other information.

Create an article by selecting the content type, adding required and optional content to the fields, attaching files if you need to, and adding the products, categories, and which users can see the article.

  1. Click Create Article on the Authoring page.

  2. Select the content type.

  3. Enter the required and optional content for the article.

  4. Set an expiration date, if needed.

  5. Attach files to the article if needed.

  6. Add categories, products, and the user groups who can access it.

Choose the Content Type

You can choose the type of article that you want to create by its content type. The content type is a template that contains defined required and optional fields that you use to write the article. The content types that are available to you depend on the departments that you have privileges to, and your authoring privileges within those departments.

Select one of the following content types for an article:

  • FAQ

  • Solution

  • HCM-FAQ

  • HCM-Solution

  • Content types that are created specifically for your organization, if they are available.

Set an Expiration Date

You can set a date for an article to expire when you create or edit an article. Some information is valid or important to users only for a limited time. Setting an expiration date is a convenient way to set an automatic time limit for an article. The application automatically unpublishes articles when they reach their expiration dates, and agents and self-service users can no longer access them. Authors can still access them in the authoring environment.

Attach Files to Articles

You can attach files to an article so that agents and self-service users can access their contents to answer questions. For example, you might want users to be able to read a product manual, a data sheet, or even watch a video to answer their questions. You can attach most popular types of files, such as PDF, AVI, FLV, MP4, and so on. You can attach up to 20 files to an article, but the total size of the combined attachments can't exceed, 100 MB. An administrator has to allow attachments individually for each content type, and sets the types of files that you can attach.

To attach a file, select + in the attachments section, browse for the file, and click Attach.

Add Categories to Articles

Add categories to articles so that users can easily find articles that are relevant to their questions by filtering search results and browse lists. Categories can be any characteristic or subject that is relevant to your business and the article's subject matter. For example, billing and warranty are categories of information that can help users answer specific types of questions. Administrators set up the categories you can choose. You can add multiple categories to an article.

  1. Select the category from Available Categories.

  2. Click the right arrows to move the category to the Selected Categories.

If there are more than 100 categories, use Search to locate categories of interest.

Add Products to Articles

Add products to articles so that users can easily find articles related to specific products by filtering search results and browse lists. Administrators set up the products you can choose. You can add multiple products to an article.

  1. Select the product from Available Products.

  2. Click the right arrows to move the product to Selected Products.

Note: If there are more than 100 products, use Search to locate products of interest.

Add User Groups to an Article

Add one or more user groups to the article to set its visibility. You can select one of the user groups that come with the application or the ones defined by your administrator. The application comes with these user groups:

  • Internal Service

  • Internal HCM

  • Internal Desktop

  • Everyone

  • Employee

You can add HCM user groups if you are a HCM author, and Service user groups if you are a Service author. The user group Everyone is available to all authors.

Note: You must add at least one user group to an article. If you use a REST API to create or update an article without a user group, the application automatically assigns the Everyone user group. If you add the Everyone user group to an article, you cannot add any other group.

You can learn about creating user groups and assigning them to roles by reading User Groups in the Administering Knowledge Management guide.

Intelligent Advisor Interviews in Knowledge Articles

You can include Intelligent Advisor interviews in knowledge articles. Adding interviews to articles enables knowledge users to get answers about policies and other business processes by answering guided questions directly in the body of the article itself. Interviews that are embedded in articles are available to agents working in service requests, and to self-service users of My Knowledge and other knowledge solutions.

Note: Intelligent Advisor is the new name for Oracle Policy Automation. You may still see references to Oracle Policy Automation and OPA in the product screens and documentation.

Agents can add interviews when they create or edit articles. When authors or reviewers open the article in the authoring application, they will see the interview just as self-service users will. Self-service users can view an article and respond to the embedded interview questions. Their responses are processed by the intelligent advisor application in real time, enabling them to complete the interview to answer their question and resolve their issue.

Add an Interview to an Article

You can add Intelligent Advisor interviews to articles to enable users to quickly access and interact with guided interviews to answer questions and resolve issues.

Note: Intelligent Advisor is the new name for Oracle Policy Automation. You may still see references to Oracle Policy Automation and OPA in the product screens and documentation.
  1. Click the Add Interview icon in the editor toolbar.

  2. Select the deployment.

  3. Select the locale if multiple locales are available.

  4. Enter any optional seed data in the interview window.

  5. Save and publish the article.

The interview will be available to knowledge users when the next content processing cycle completes.

You can update the content and metadata fields of an article as needed. If an article has been rated by users, you can see the average rating when you open the article for viewing. When you hover over the ratings area, you will see details about the rating.

  1. Open an article.

  2. Select Edit from the Action menu, edit the article content, attachments, and properties, and select Save or Save and Close as needed.

You can use the Add a comment link to record the changes you made.

You can check out and lock articles while you edit them to prevent other authors from editing them at the same time. Only one person can check out an article at a time. When an article is checked out, that user can update, publish, or perform any other operation. Users who have the privilege to clear check-outs can check in articles that are checked out by other authors.

Note: Checking out articles is optional. If you edit an article without checking it out, the application locks the article so that other authors cannot accidentally overwrite your changes or create conflicts.

To check out an article, open the article, and from the Actions menu, select Check Out. To check it back in, select Check In from the Actions menu.

Comment on an article to keep track of your edits. Comments appear in the Comments column in the article history.

  1. Open the article, and from the Action menu, select Edit.

  2. On the edit page, click Add a comment and enter your comments.

Make another author the owner of an article.

  1. Open the article and open the slider by clicking the Restore Pane arrow.

  2. Select Change Owner.

  3. Search for the new owner and click Change Owner.

Articles have version numbers. When you create and save an article, its version is 1.0. Each time you update it, the version increases by a whole number, for example, from 1.0 to 2.0. When you translate an article, the initial translated version is designated as version 1.0, regardless of the version number of the original article.

Compare Versions

Compare the current live version of an article to the previous version by opening the article and selecting Compare from the Actions menu.

Compare any two versions of an article:

  1. Open the article.

  2. Select History from the actions menu.

  3. Select two versions and click Compare Versions.

Publish articles to make them available to users. You can publish articles when you save them, or publish a saved draft from the article list page. To publish an article, select Publish from the Actions menu.

Unpublishing articles removes them from search and browse lists, so that they are no longer available to agents and self-service users. Authors can access unpublished articles and their histories in the authoring environment.

To unpublish an article, select Unpublish from the Actions menu.

Note: You don't need to take any action to unpublish an article that has an expiration date. The application unpublishes those automatically.

Advanced Search

You can use Advanced Search to filter search results by Locale, User Group, Content Type, and Article State.

The Article States you can filter on are draft, expired and, live.

You can use the article state filter in Advanced Search to find expired articles you want to extend the availability on. You can then change the expiration date for an article to extend the availability of the article. Of course, you must republish the article if you extend the expiration date of an expired article. Similarly, you can filter for Live articles and then sort by Expiration Date to locate articles with approaching expiration dates

You can also find draft articles with approaching publish dates to schedule reviews or change the publish date.

Translate articles to make them available in other languages. You can translate an article to any language that is supported in the knowledge base, as long as you have privileges to work in that locale. You translate an article by selecting the new article's locale, supplying the content for the new article, and editing the new article's properties as needed.

A translated article is a new article, designated as version 1.0, but the knowledge base maintains a relationship between it and the original article. Articles and their translated versions share the same document ID.

  1. Open the article, and select Translate from the Action menu.

  2. Select the locale that you want to translate to, and click Next.

  3. Enter the translated content in the new article template. You can select Copy Content from Source to copy the contents of the original article into the translation.

    Note: If you copy content from the source, the attachments in the source are also copied. You may want to change the attachments to suit the translated document.
  4. Click Next and edit the article properties as desired. You can copy the properties from the source article.

  5. Use the Add a comment link if you want to keep track of the changes you make.

  6. Click Create to complete the translation.