1. Implementing Knowledge Advanced
  2. Add the Propose Article Button

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When agents propose an article, the application creates an article from the incident, but it remains unpublished until it is approved by a knowledge manager.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.