8Configure Agent Desktop

Overview of Configuration

You must enable Knowledge Advanced in Agent Desktop so that agents can use knowledge to resolve incidents. You can enable knowledge in an existing incident workspace, in a copy of an existing workspace, or in a new workspace. You can also configure knowledge in a new chat workspace.

You enable knowledge in incident and chat workspaces by adding the Knowledge button to the workspace toolbar. You will also need to associate agents' profiles and a navigation set to each configured workspace.

You can find more information on creating workspaces, agent profiles, and navigation sets in Using B2C Service.

After you enable knowledge in Agent Desktop, you can configure how your agents can use knowledge in an incident workspace, including restricting access to content by user groups, displaying incident references that an article links to, enabling knowledge search by product and category, limiting locales that agents can access to, opening embedded links within Agent Desktop, and setting the article information.

Add the Knowledge Button to the Incident Workspace

As an administrator, you can add the Knowledge button to a workspace toolbar to enable agents to access the knowledge in Agent Desktop. Agents can then click the Knowledge button on the workspace toolbar to use knowledge. You use the same process for both incident and chat workspaces.

  1. Open a workspace.

  2. In the main menu Home tab, click the Ribbon button to see the Ribbon Designer window.

  3. In the Ribbon Preview section, click any button in the button group where you want to add the new Knowledge button.

    The Editing Group title bar shows the path of the button group, and the pane lists the buttons in that group.

  4. In the Editing pane toolbar, click Add Buttons.

  5. In the Add or Remove Buttons dialog box, check the Knowledge check box and click OK to close the Ribbon Designer window.

  6. Log in using the profile for the workspace to verify that the Knowledge button was added.

Add the Propose Article Button

You can add the Knowledge Advanced Propose button to the incident workspace to enable agents to propose that an incident should be the basis of a new knowledge base article. The propose option is available to only agents when they use the Browser User Interface. The propose option is available only to agents using the Agent Browser User Interface.

Agents must have the Propose permission in their user profile to see the propose option in the incident window. You can find more information on setting the propose permission in the Service Permissions section in Using B2C Service.

When agents propose an article, the application creates an article from the incident, but it remains unpublished until it is approved by a knowledge manager. Any workflow process that your organization has implemented for articles of the content type that the agent created will apply to the article.

Agents need to select the content type for the article that they are proposing, and they must select a content type that has appropriate fields so that the incident content can be properly saved as an article. If an agent selects a content type that does not have the appropriate fields, the application will not create the new article. Oracle recommends that you test this feature with existing content types and advise agents on best practice for proposing articles.

The application creates the new article by mapping the incident’s fields to the article's fields as follows:
  • The incident’s subject maps to the text field that is the master identifier for the content type. This is usually the title.

  • The first customer entry maps to the first rich text area.

  • Subsequent message threads map to the second rich text area.

  • The incident’s products and categories are assigned to the article.

  • The agent’s user interface locale maps to the locale of the article.

  1. Open the incident workspace.

  2. In the main menu Home tab, click the Ribbon button to see the Ribbon Designer window.

  3. In the Ribbon Preview section, click any button in the button group where you want to add the KA Propose button.

  4. The Editing Group title bar shows the path of the button group, and the pane lists the buttons in that group.

  5. Click Add Buttons to see the Add or remove buttons window.

  6. Select the KA Propose check box and click OK to close the Ribbon Designer window.

  7. Log in to the Agent Browser UI using the profile for the workspace to verify that the Propose option is available.

Filter Incident Search Results by Agent Role

You can limit knowledge search results in the incident workspace so that agents will see only articles assigned to the user groups they belong to. Articles that have no users groups assigned are available to all agents.

Before you can limit agents' access to articles by user groups, you need to do these tasks.

  • Set up user groups.

  • Create profiles and console users.

  • Assign user groups to profiles.

  • Assign user groups to articles.

You can find information on setting up access levels, service level agreements, profiles, and console users in Using B2C Service.

  1. Login to the administration interface as an administration user.

  2. Go to the Knowledge Advanced Configuration page in the administration interface.

  3. Select Tools > System > Configure > Content Visibility Configuration to open User Group Configuration screen.

  4. Click Override default configuration to enable the Use User Group For Console User check box.

  5. Select the Use User Group For Console User check box, then save the configuration setting.

When agents search for knowledge in the incident workspace, they will see only articles assigned to the user groups they belong to.

Enable Searching by Product and Category

You can enable searching by product, category, or both product and category.

  1. In the incident workspace, select at least one value in the Category and Product drop-down lists.

  2. Go to Site Configuration, then Configuration Settings.

  3. Expand RightNow > Oracle Knowledge Cloud Services > General folders to display the knowledge configuration settings.

  4. Set OKCS_PRODUCT_CATEGORY_SEARCH to one of the following values:
    • Choose product to filter by product, if one was selected in the incident.

    • Choose category to filter by category, if one was selected in the incident.

    • Choose product_category to filter by both product and category, if either was selected in the incident.

    • Choose none to disable product and category filtering.

Display Incident References in the Article Views Page

An incident reference is a table that lists the incidents that an article links to. It is displayed on the Article View page so that agents can check whether an article has been used to solve similar incidents. The reference includes the incident number, status, summary, date and time opened, and date and time closed for each incident. Incident references display by default.

  1. Go to Site Configuration, then Configuration settings.

  2. Expand the RightNow Common > Oracle Knowledge Cloud Services > General folders to display the knowledge configuration settings.

  3. Enable incident reference by changing the value of OKCS_SHOW_INCIDENTLINK_INFO to true.

Configure Users' Knowledge Locales

You can limit the locales that users can access when they use knowledge using the OKCS_USE_USER_PROFILE_LOCALE setting. The default value of the configuration setting is No, which allows agents to view knowledge in all of the locales defined in the repository.

If you set the value of this setting to Yes, users can use knowledge only in the locales specified in their user profiles, and only those locales will display in the Language Preferences section.

  1. Go to Site Configuration, then Configuration Settings.

  2. Expand the RightNow Common > Oracle Knowledge Cloud Services > General folders to display the knowledge configuration settings.

  3. Set the value of OKCS_USE_USER_PROFILE_LOCALE to Yes.

Configure Article Information on the Answer Details Page

You can set the article information that will display on the Answer Details page. This page displays article information such as document ID, version, status, published date, user group, and author. The default configuration displays the document ID, version, whether it is published, the starting date that it was or will be displayed, the name of the user who created the article, and its aggregate rating: document_id | version | published | display_date | creator | aggregate_rating.

  1. Go to Site Configuration, then Configuration Settings.

  2. Expand RightNow > Oracle Knowledge Cloud Services > General folders to display the knowledge configuration settings.

  3. Set the value of OKCS_ANSWER_DETAILS_META_INFO to include attributes you want to display, separated by the pipe (|) character.

    Table Article Attributes

    Attribute Description

    document_id

    The article’s document ID.

    version

    The article’s version.

    published

    The article’s status. The attribute name appears as 'Status' on the Answer Details page.

    display_date

    Displays the published date of article. The attribute name appears as 'Modified Date' for draft articles and 'Published Date' for published articles on the Answer Details page.

    creator

    The user who created the article. The attribute name appears as 'Author' on the Answer details page.

    aggregate_rating

    The aggregate rating of article.

    owner

    The article’s owner.

    answer_id

    The article’s answer ID.

    last_modified

    The date that the article was last modified.

    last_modifier

    The user who last updated the article.

    user_group

    The user groups that have access to the article. A user must belong to one of the user groups in order to access the article.

Enable Suggested Searches

You can enable suggested searches so that users can see a list of articles that match the search term or phrase as they type in the search field. You enable suggested searches to provide a faster way for your users to locate and select relevant articles.

Suggested searches is enabled by default in the current implementation. If you are using a previous implementation, you can enable suggested searches using the OKCS_SUGGESTED_SEARCHES configuration setting.

Before you enable suggested searches, you must enable attribute level searching for the master identifier (title field) of each content type in the knowledge base. You can find more information about enabling attribute level searching in the About Schema Attribute Options section of Administering Knowledge Advanced .

  1. Go to Site Configuration, then Configuration Settings to see Configuration Settings Editor.

  2. Expand the RightNow Common > Oracle Knowledge Cloud Services > General folders to display the knowledge configuration settings.

  3. Set the value of OKCS_SUGGESTED_SEARCH to Yes.

Disable Contextual Search in the Agent Browser User Interface

You can configure the Agent Browser UI so that automatic contextual search is disabled, and agents have access only to manual searching when working with incidents. When you disable contextual search, knowledge ignores the contextual information from the incident, such as the subject, product, and category information. Agents must instead enter their search criteria manually using the Search the Knowledge Base tab.

You disable contextual search by turning off recommended answers in the Agent Browser UI. The current implementation contains the recommended answers tab by default. You disable recommended answers using the OKCS_RECOMMENDED_ANSWERs setting. The default value is 1.

  1. Go to Site Configuration, then Configuration Settings.

  2. Expand the RightNow Common > Oracle Knowledge Cloud Services > General folders to display the knowledge configuration settings.

  3. Set the value of OKCS_RECOMMENDED_ANSWERS to 0.

  4. Log in using the profile for the workspace to verify that the recommended answers tab does not display in the knowledge panel.