3Managing Products and Categories

Category and Product Visibility for Knowledge Advanced Authors

The list of service categories and list of products available to Knowledge Advanced content authors depends on two primary configuration items:

  • First, the View(s) associated with the Console User are each associated to a list of categories and a list of products, and the lists determine what categories are limited from view for Console Users while using the Knowledge Advanced Authoring tool.

  • Further, the content type associated with the content being viewed or created also can limit what displays for available categories and products to associate with a document.

Thus, the Knowledge Advanced content author can only assign categories and products to an article that are included in both the categories and products in the author's view(s) and the categories and products assigned to the content type.

Interface configurations, including the visibility configured per-interface on service categories and products within the Products/Categories/Dispositions editor in the agent console, does not affect this behavior for Knowledge Advanced. Similarly, view assignments per interface within Knowledge Advanced authoring also does not affect this behavior. To avoid this mismatch, assign the same categories and products to an interface view that you assigned to the interface initially and adjust any associated content types accordingly.

About Categories

Categories enable you to organize application content by any characteristic or business requirement, such as billing or warranty information, so that you can manage and present related content consistently for your users. Categories differ from Content Types; Content Types organize your content by article type, such as FAQ or News.

You can use categories within Knowledge Advanced to assign categories within Content Type definitions. After you assign a category, article creators can associate articles with one or more categories that you have enabled for the Content Type.

    About Category Hierarchies

    You can define multiple levels of categories and sub-categories to represent any content structure within your organization. These multiple category levels form a hierarchy where the higher-level categories include lower level categories, and the lower-level categories inherit properties from their parents.

    The highest level categories are called branch categories. Each branch can have a complete tree defined underneath it. The trees are hierarchical; if you search for articles within a specified products, the search automatically extends to the children of the category.

    For example, a branch category named Technology might include the sub-categories Hardware and Software. Any content in the Hardware or Software category also belongs to the parent category, Technology; therefore a request for Technology content returns any content assigned to Hardware and Software as well.

      Adding Categories

      You can add categories by accessing the Configuration button on the Navigation panel. To see the step-by-step procedure, select the Adding and editing products, categories, and dispositions help topic.

        Managing Categories

        You can view and modify categories.

        Viewing All Categories

        To view all categories, select Categories > List.

        The Repository Category Branch Management page opens. You can view all the categories or select a link to a specific category to view the details.

        Modifying a Category

        You can modify categories by accessing the Configuration button on the Navigation panel. To see the step-by-step procedure, select the Adding and editing products, categories, and dispositions help topic.

          About Products

          You can define products in your knowledge base using the process described in Using Service Cloud. See Documentation for Oracle Service Cloud Products (Answer ID 5168) to locate the documentation for your specific release, then use the Documentation Library or the Online Help User Guide link to locate the relevant topics. Knowledge Advanced uses Products and Categories hierarchies that you define for your Service Cloud environment, and automatically synchronizes any changes you make to the Product hierarchy.

          Use the following procedure to display all products and sub products.

          1. Select Products, List.

            The Repository Category Branch Management page opens.

          2. Select the product link to view the reference key, external ID and a description of the product.

          3. To view a sub product, click View Sub Product for product.

          The Repository Product Management page displays. You can select a link for each product to view the description.

          About Views

          You can create and manage views to segregate your knowledge base to reflect various aspects of your organization, such as brands, departments, or business units.

          Views control the types of articles that users can view, create, and modify. You can define groups of users so that they have access only to specific views. Views also control the articles that can be assigned to a console user in a workflow and which user groups the console user can select when creating an article.
          Note: Repository views control console users’ access to articles in the Knowledge Advanced console; they do not affect a console user's view of articles in the Agent Desktop.

            Add a View

            Use the following procedure to add a view.

            1. Navigate to the Repository tab, Views, and select Add.

              The Repository View Properties screen displays.

            2. Specify the repository view information in the appropriate fields.

              Note: If you are creating a repository as part of the initial Knowledge Advanced configuration, you can complete only the required fields, and then specify additional properties as needed.
            3. Select the Save View Properties link after you complete the fields. The new View appears in the Repository Views list. To display this list, select Views > List.

            The following table lists and describes the fields you complete to add a repository view.

            Table Adding Repository Views

            Field Description

            Repository View Name

            Enter a unique name for the view.

            Reference Key

            Reference Keys are arbitrary text strings used as internal identifiers for the various objects in the system. They are locale independent; a single key identifies an object in multiple locales.

            Accept the default value supplied by Knowledge Advanced. You can also specify a string to use as an internal identifier.

            Important: Knowledge Advance assigns unique reference keys by default. If you override the default reference key for an object, the reference key you enter must be unique.

            Select Categories

            Select the categories to associate with this view. You can use the Select Mode drop-down menu to locate categories by browsing in Navigation mode, or by searching.

            At Available Categories, select one or more content categories or sub-categories to add to your Selected Categories. Categories that contain sub-categories display as links preceded by a plus sign (+).

            Select Products

            Select which products you want to associate with this view.

            At the Select Mode drop-down menu:

            Select Navigate to display product and product hierarchies for navigation

            Select Search to display products for search. When you select Search, you must also enter the search string.

            At Available Products, select one or more content categories or sub-categories to add to your Selected Products. Products that contain sub-products display as links preceded by a plus sign (+).

              Managing Views

              You can view, modify, or delete existing views.

              Displaying All Views

              Use the following procedure to display all views.

              Select Views > List.

              The Repository Views page appears.

              Modify a View

              Use the following procedure to modify a view.

              1. Select Views > List, and then select the view you want to modify.

              2. Modify the properties as needed.

              3. Click Save View Properties .

              Delete a View

              Use the following procedure to delete a view.

              1. Select Views > List and then select the view you want to delete.

              2. Click Delete Selected Views .

              3. Select Yes at the Confirm Deletion message.

                The Repository Views list displays and the selected view is deleted.

                About Interfaces

                An interface is the console, windows, and pages used by your organization and users to access an Oracle Service Cloud application and interact with a single knowledge base.

                Interfaces can include locales (language and region, such as English_United States), brands, departments and other business units.

                  Managing Repository Interfaces

                  You can view all interfaces and reset the interface view and locale.

                  Displaying All Interfaces

                  To display all interfaces, select Interfaces > List.

                  The Repository Interfaces Management page appears. You can view all the interfaces or select a link to a specific interface to view the interface details.

                  Modifying an Interface

                  To modify an interface, select Interfaces > List, and then select the interface you want to modify.

                  • To modify the interface locale, click Reset Locale , select another locale, and then select Save.

                  • To modify the interface view, click Reset View , select another view, and then select Save.