2Implement Knowledge Advanced in B2C Service

Define and Associate Knowledge Advanced Objects

You implement Knowledge Advanced by defining and associating various Knowledge Advanced-specific objects, and then associating them to B2C Service objects. Objects that you configure include interfaces, views, navigation sets, and user profiles.

B2C Service Interfaces

Every site has a primary interface, and may have additional interfaces. The primary interface is typically the first interface that was defined for your organization. If only one interface is defined, it is the primary interface.
Note: Oracle defines your interfaces as part of the provisioning process; you cannot define or configure interfaces.

Multiple interfaces enable you to create specific user experiences for various types of users, such as support agents and customers. You might use multiple interfaces to support various brands, business units, locales, or agent requirements. You can find information about deploying multiple interfaces in Using B2C Service.

Identify the Interface to Configure

The examples in this guide assume that you are configuring Knowledge Advanced for your organization’s primary interface, and that the locale of the interface is en_US (English, United States). You must associate Knowledge Advanced objects with each interface that you want to use knowledge in. If your organization uses more than one interface, you must configure each interface that you want to use with Knowledge Advanced separately using the process described in this guide.

  1. Select Repository on the Authoring tab.

  2. Select List under Interfaces in the Repository menu to display the interfaces defined for your site.

  3. Verify the interface that you want to configure for Knowledge Advanced.

Create Views

You must create a view to map Knowledge Advanced objects and functionality to your interface. Views are a means to logically segregate your knowledge base to meet your organization’s business requirements. Your organization might define separate views for each brand or business unit. The views that you need to create will depend on the number and purpose of the interfaces that your organization uses.

  • If you use multiple interfaces to support sites for separate brands or lines of business, you must create a corresponding view for each interface.

  • If you use multiple interfaces to support sites in different languages, or locales, you do not need to define separate views for each.

We'll describe how to define a view to map objects and functionality to your interface. Remember that you can always rename or delete views to suit your organization's requirements.

  1. In the Repository section of the Authoring tab, select Add under Views to display the Repository Views Properties page.

  2. Enter the name, for example Quickstart_View.

    Note: Knowledge Advanced automatically assigns the reference key based on the name you enter.
  3. Select Save View Properties.

Reference Keys

Reference keys are internal identifiers that the application assigns to objects. When you create a new object, the application automatically uses the name of the new object as the default reference key. It also makes sure that each reference key is unique. It's usually easiest to accept the default reference key. You can change the reference key before you save the object, but be sure to use a unique key.

Note: Reference keys are locale-independent. An object’s reference key doesn't change if it exists in multiple locales.

Associate Views and Locales to Interfaces

Oracle defines your interfaces during the provisioning process. Views and locales are configurable Knowledge Advanced features. You must associate a view and a locale with each interface that uses Knowledge Advanced.

  1. In the Repository section of the Authoring tab, select List under Interfaces to list all the defined interfaces.

  2. Select the interface you are associating from the Edit Interface page, then Locale Selection and View Selection menus.

  3. Verify that the interface's locale is English United States, and select the Quickstart View to associate this view with the interface.

Configure Spell Checking for Authoring

Spell checking is enabled by default when you activate a locale. If it is not active, enable it in the locale configuration.

  1. On the Tools tab, click Configure under Locale Management.

  2. From the Locale Management list, select the locale for which you want to enable spell checking.

  3. On the Locale Management page, select the check box next to Supports Spell Checking to enable spell checking for this locale.

Create Navigation Sets

You must create or modify navigation sets to enable users to access Knowledge Advanced functionality. Navigation sets are logical containers of functions and their associated menu items that you can then assign to various types of users. Navigation sets are flexible, enabling you to include, exclude, and organize functions in hierarchies.

You assign a navigation set to a user by associating the set to the user’s profile. All users of a single profile will have the same navigation set; however, administrators can grant users permission to customize their navigation sets. For this implementation process, you'll define navigations sets for authors, which you need in order to create content and validate your implementation, and analysts, which you need in order to use analytics.

You can find more information on configuring and using navigation sets in Using B2C Service.

Define a Author Navigation Set

You can start with a simple navigation set for basic Knowledge Advanced authoring and content management users based on typical default settings. The default navigation set folders may already include the required Knowledge Advanced items.

Keep all of the items present in the default set for the initial configuration, then refine your navigation sets to suit your organization’s requirements for authors and other users over time. You can edit this navigation set at any time to add or remove items, or to re-organize it. If you are modifying an existing navigation set, you can follow the procedure in this section to add the items that an author needs.

  1. Select Navigation Sets from the Application Appearance menu under Configuration in the Navigation pane to see the Navigation Sets Explorer, which lists all existing navigation sets in a folder hierarchy.

  2. Select New from ribbon menu to see the New Navigation Set page, then select Configuration.

  3. Expand the Service folder to locate the Knowledge Base folder, then expand the Knowledge Base folder. If you don’t have a Service folder, you can create one.

    1. Select New Folder, and add a Service folder to the folder hierarchy.

    2. Add another new folder under Service and name it Knowledge Base.

    3. Expand the Components node in the left pane, then expand the Service folder to make the Knowledge Advanced items available to add to a new Navigation Set.

  4. Use the Add button to add the contents of the Service and Knowledge Base folders to the new navigation set. Ensure that the navigation set includes the following items:

    • Authoring

    • Collection Setup

    • Improve Search Query

    • Intent Builder

    • Search Configuration

  5. Save the new navigation set and give it a descriptive name, for example, Quickstart Nav.

Define an Analyst Navigation Set

Knowledge analysts need to have access to the Knowledge Advanced packaged reports and components. You can create a simple navigation set for analysts based on typical default settings. If you are modifying an existing navigation set, you can follow the procedure in this section to add the items that a Knowledge Advanced analyst requires. You can edit this navigation set at any time to add or remove items, or to re-organize it.

  1. Select Navigation Sets from the Application Appearance menu under Configuration in the Navigation pane to see the Navigation Sets Explorer, which lists all existing navigation sets in a folder hierarchy.

  2. Select New from ribbon menu to open the New Navigation Set page.

  3. Select the Analytics item and locate the Reports and Components folders.

  4. Locate and expand the Public Reports folder, then locate and expand the OKCS folder

  5. Add the contents of the OKCS folder to the navigation set.

  6. Locate and expand the Components folder, then locate and expand the Analytics folder.

  7. Add the Advanced Searches Summary component to the navigation set.

  8. Save the new navigation set and give it a descriptive name, for example, KA Analyst Nav.

Create Profiles

You must create profiles to enable different types of users to access, create, and manage knowledge. You can find more information on configuring and using navigation sets, profiles, and staff accounts in Using B2C Service.

For implementation, create an author profile. You can create other profiles that you need for your users any time later. You create profiles by entering information about interfaces, permissions, and analytics in the Profiles page under Staff Management in the Configuration area.

  1. Select Staff Management under Configuration, then select Profiles.

  2. Select New from the ribbon to see the Profile Interfaces - Edit page, or the most recently visited Profile Interfaces page. If the Profile Interfaces - Edit page is not displayed, select Interfaces from the ribbon menu.

Specify Profile Interfaces Options

Set the interface and the author navigation set in the profile.
Note: You do not need to specify Workspaces, Add-Ins, Deployment, or Other options.
  1. Enter the profile name in the Name field, for example, Quickstart Author.

  2. In the Interfaces table, verify that Interfaces column lists the correct interface and that the Language column lists English (US).

  3. Choose the ! icon in the Label column to use the specified Name as the Label.

  4. Click the Search icon to open the Navigation Set popup, then select the Knowledge Advanced navigation set (Quickstart Nav).

Enter Author Profile Permissions

Set the Administration, Organizations, Contacts, and Service permissions in the Profile.
Note: You do not need to select any of the Opportunities, Outlook Integration, Tasks, or Custom Objects permissions.
  1. Select Permissions from the ribbon menu to see the Profile Permissions - Edit page.

  2. In Administration, select Administration and Business Processes.

  3. In Organizations, select all of the permissions.

  4. In Contacts, select all of the permissions.

  5. In Service, select all of the Knowledge permissions, and all of the permissions under More Options.

Enter Analytics Profile Options

Enter the following options for the analytics profile:

  1. Select Analytics from the ribbon menu to see the Profile Analytics - Edit page.

  2. Click Select All next to Analytics.

  3. Select the check box for OKCS under the Open column in the Reports section.

Create the Author User

You must create a Knowledge Advanced author user and assign the Knowledge Advanced profile to that user.

  1. Select Staff Management under Configuration, then select Staff Accounts by Group or any of the Account reports to see all of the defined user accounts.

  2. Select New in the ribbon menu to see the Account Details Edit page.

  3. Enter the user information:
    • User Name — Quickstart Author

    • Password — any valid password

    • First Name — Quickstart

    • Last Name — Author

    • Display Name — Quickstart Author

    • Profile — Quickstart Author

    • Group — If you do not have an appropriate Group available, use the Search icon to open the Account Group dialog, then use the New Group button to create a new group.

    • Default Currency — US Dollar (USD)

    • Default Country — United States (US)

Create Console Roles

You use console and web user roles to enable users access to various knowledge features. Console user roles enable access to features in the Service console, and web roles enable access to features in Customer Portal. You must define one or more console roles and associate each role with B2C Service profiles to enable users to access knowledge features.

  1. Select Service under Configuration, then select Knowledge Base, and Authoring.

  2. In the Users section, select Add under Console Roles to see the Security Role Properties page.

Define the Author Profile

Define an author profile to associate to the console role. You can edit roles to add other permissions at any time.

  1. Define the Profile Name by selecting the Quickstart Author profile from the drop-down menu.

  2. In Repository Management Activities, select these activities:
    • Manage Categories — View Repository Category

    • Manage Data Lists — View Data Lists

    • Manage Tasks — All

    • Manage Tokens — All

    • Manage Views — View Repository Views

  3. In Content Management Activities, select all Manage Content activities.

  4. In Repository Content Type Privileges, select these activities:
    • FAQ — All

    • KCS — All (This option is visible only after you defined one or more Content Types.)

    • Manual — All

    • Promotion — All

  5. In Repository Workflow Approval Steps, select all Standard Workflow activities. (This option appears only after you define one or more Content Types that use either the default standard publishing workflow, or a workflow defined for your organization.)

  6. In Collaboration & e-Marketing Activities, select all Manage Recommendations activities.

Note: You do not need to specify any Search Optimization and Administration activities.

Configure IDCS OAuth Support for the Knowledge REST API

You can configure the Knowledge Advanced REST API to use IDCS OAuth 2.0 authentication, but you can use IDCS OAuth 2.0 authentication only for agent users. When IDCS OAuth is configured, developers can create applications that use OAuth tokens to authenticate agent users' access to REST API functions.

Note: B2C Service and Knowledge Advanced support only Oracle Identity Cloud Service (IDCS) as the identity provider for OAuth 2.0 authentication.
Enabling user authentication using the OAuth 2.0 authentication framework consists of these steps:
  • Configure IDCS OAuth authentication in the B2C Service application in which you have implemented Knowledge Advanced to allow OAuth with IDCS as an identity provider. You must have access to the B2C Service administration interface. See Use OAuth Authorization to Access the Connect REST API for more information in Using B2C Service.

  • Get a signing certificate from the IdP that you have configured for B2C Service. You can use the administration interface to get the signing certificate.

  • Add the signing certificate to the Knowledge Advanced application configuration.

Get the Signing Certificate

You can use the administration interface to get the Oracle Identity Cloud Service (IDCS) signing certificate.

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

  2. Go to Single Sign-On Configuration.

  3. View the OAuth tab.

  4. Select the IDCS identity provider from the Identity Providers list.

  5. Expand the Certificates panel to view the signing certificate in the Certificate field.

  6. Copy and save the certificate.
    Important: The certificate is stored in the Privacy Enhanced Mail (PEM) format. You must preserve this format to use the certificate in the Knowledge Advanced configuration. Make sure that you copy the entire certificate, including the lines -----BEGIN CERTIFICATE----- and -----END CERTIFICATE----- exactly as formatted in the field. Do not add any characters, spaces, or lines.

Add the Signing Certificate to the Configuration

Follow these steps to add the signing certificate to the configuration:
  1. Go to the Knowledge Advanced Configuration page in the administration interface.

  2. Select Tools, System, Configure, then select Oracle IDCS OAuth Configuration.

  3. Select the Enable use of OAuth Tokens from Oracle Identity Cloud Service (IDCS) check box.

  4. Paste the signing certificate in the OAuth Signing Certificate used for validating OAuth tokens field. Make sure that you retain the Privacy Enhanced Mail (PEM) format, as shown in the example:

    -----BEGIN CERTIFICATE-----
    MIIDQzCCAiugAwIBAgIGAU+7bWHIMA0GCSqGSIb3DQEBCwUAMFExGzAZBgNVBAoTEk9yYWNsZSBDbJwb3J
    hdGlvbjEhM8GA1UECxMYaWRlbnRpdHkub3JhY2xlY2xvdWQuY29tMQ8wDQYDVQQDEwZHbG9YWwwHhcNMTU
    wOTExMDgwMjMxWhcNMjUOTExMDgwMjMxWjBRMRswGQYDVQQKExJPcmFjbGUgQ2ycGyYXRpb24xITAfBgNV
    BAsTGGlkZW50aXR5Lm9yYWNsZWNsb3kLmNvbTEPMA0GA1UEAxMGR2xvmFsMIBIjANBgkqhkiG9w0BAQEFA
    AOCAQ8AMIIBCgKCAQEAxWVFlx+E925RYQjPnKpKtLqUonJMI/xyM14Orly9RzpcaXX7ajEkgMAzffL3rsv
    BQkPLmO0vHIHs4KNdWoVUmbLZerjDdfLZQl3FZuXcZXtzVOLBV2SNp/k23VgyGN7+8tiAJWC9SFIPBdWD8
    U2dxqM9izSEn9pvoMyR5iyaEoZepazJQPLysF23g1/I8Bo2EUAHdO5atfGfTYQbZPSOBWiq09QYwMRBuI0
    Ye0TI3GwYs1x3/2LoporOj+fkYCl4k4JK2ifk+TA5o29cdNSuSoA7rTZL3u+dNw0c6OPxvW6LtCn4RpieZ
    Th7W2sYLg8ozBwd3PHNTwIDAABoyEwzAdBgNVHQ4EFgQUi9Fzo9g57klDG3Kv0nK+8IhbtrIwDQYJKoZhv
    cNAQELBQADggEBAKx9ZvbGiQbO/BfgdlXwloqwjZHT3Byr91Pqp0zXrdg/QaUMIOiJQ8A85d5ptccpgNrY
    zIukSdFURP0kgyNzdFBZ9/muhSkiFBdfBBdEwqXprdZBHcwWng9t2iww4tvzVhw06ZcIYyGUo8/e8erXmi
    Ot9WeFh7utQg+yKw01vaP73ApCpMuQjxTh7QgQNh02Xo+1QStYLFGcv+ZqHhTZwqOndZiQ68t7JcbGaZmN
    MKwR4Z1o+RZ+4Ffa8d9rH1OiXWNBukGawQdcfZWNlUWcA7ntRSCfKP5UeDcNpHBDCVZSTvnpAEB42iTuRu
    WuA5Lq0rTDxapmzI=
    -----END CERTIFICATE-----
    
  5. Save the new configuration.

Validate the Configuration

Validate the configuration by getting a token from the IDCS, sending a request to the REST API, and verifying the response.
  1. Retrieve an OAuth token for a user from the configured IDCS.

    You can use the process described in the step to obtain an access token in the section Working with OAuth 2 to Access the REST API in the REST API for Oracle Identity Cloud Service guide. See Documentation for Oracle Identity Cloud Service to locate the topic.

  2. Use the token to send a request to the Knowledge REST API, and verify the response to the request.

    You can use the process described in Authenticating and Authorizing the Agent User using OAuth 2.0 in the Authenticate and Authorize section of the REST API for Knowledge Advanced in B2C Service guide