Overview of Knowledge Advanced Implementation

You can implement Knowledge Advanced in Customer Portal to enable self-service users to quickly get answers to their questions without contacting your support team. They can search for additional information, rate the answers that they get, and if needed, escalate a question by submitting it to the support organization. You can implement Knowledge Advanced in a new instance or in an existing instance using the Knowledge Advanced reference implementation files.

The reference implementation is a set of PHP files that you can use to implement knowledge features. The reference implementation is located at cp/src/core/framework/views/pages/okcs/.

You must implement the Knowledge Advanced search (OKCSSearch) and browse (OKCSBrowse) functionality on different pages. Search and browse functions use different data sources. The widgets that implement search, browse, and other related functions, such as results pagination, use unique source IDs to reference these data sources. If you implement both search and browse functions on a single page, a source ID conflict may occur.