Contents

• Title and Copyright Information
• Preface

1 Implementation Overview

• Implement Knowledge Advanced
  • Before You Start
• User Accounts and Privileges
• Access Knowledge Advanced in the Service Console

2 Implement Knowledge Advanced in B2C Service

• Define and Associate Knowledge Advanced Objects
• B2C Service Interfaces
  • Identify the Interface to Configure
• Create Views
  • Reference Keys
• Associate Views and Locales to Interfaces
  • Configure Spell Checking for Authoring
• Create Navigation Sets
  • Define a Author Navigation Set
  • Define an Analyst Navigation Set
• Create Profiles
  • Specify Profile Interfaces Options
  • Enter Author Profile Permissions
  • Enter Analytics Profile Options
• Create the Author User
• Create Console Roles
  • Define the Author Profile
• Configure IDCS OAuth Support for the Knowledge REST API
  • Get the Signing Certificate
  • Add the Signing Certificate to the Configuration
  • Validate the Configuration

3 Implement Knowledge Advanced Features

• Content Types
• Create Articles
• Define Products and Categories
  • Define a Product
  • Create the Sibling Product
  • Define a Category
  • Create the Sibling Category
• Define Service Level Agreements and Access Levels
• User Groups and Web Roles
• Continued Updates to Knowledge Advanced

4 Implement Knowledge Advanced for End Users

• Overview of Implementation in Customer Portal
• Overview of Implementation in Agent Desktop

5 Configure Search for Knowledge Advanced

• Configure Search
• Access Search Configuration Settings
• Configure Spell Checking
• Set the Maximum Number of Search Results
• Enable Search Highlighting
• Configure the Industry Dictionary
• Enable Products in the Dictionary
• Enable Automatic Content Classification
• Product Concepts and Content Classification Updates

6 Add Content to the Knowledge Base

• Content Type and Internal Collections
• Create a Content Type
• Validate Knowledge Base Content
• External Collections

7 Implement Knowledge Advanced on Customer Portal

• Overview of Knowledge Advanced Implementation
• Before You Start
• Implement Knowledge Advanced in a New Customer Portal Instance
  • Download the Reference Implementation
  • Replace the Customer Portal Standard Pages
  • Add the Knowledge Advanced Look and Feel
  • Promote Changes to Go Live
• Implement Knowledge Advanced in an Existing Customer Portal Instance
  • Add the Knowledge Advanced Look and Feel
    • Replace the Standard Template
    • Edit the Standard Template
  • Add Knowledge Advanced Search to the Home Page
    • Replace the Home Page
    • Edit the Home Page
  • Replace or Edit the Account Overview Page
    • Replace the Account Overview Page
    • Edit the Account Overview Page
  • Add the Browse Page
  • Add the Knowledge Advanced Answer Detail Page
    • Add the Answer Detail Page
    • Edit the Answer Detail Page
  • Display User Groups on Answer Pages
  • Add the Knowledge Advanced Results Page
  • Enable Users to Manage Answer Notifications
  • Configure the Related Answer Links
  • Add Knowledge Advanced SmartAssistant
  • Enable Knowledge Advanced on the Chat Page
    • Replace the Chat Landing Page
    • Edit the Chat Landing Page
• Implement the Knowledge Advanced Widgets
  • Update Widgets to the Latest Version
  • Set the Article Display on the Home Page
  • Display the Notification Frequency List Box
  • Configure Searches to Filter by Product or Category
  • Implement Suggested Searches
  • Configure Search Results Facets
  • Enable Users to Use Mutiple Facet Selection
  • Enable Users to View the Selected Facets
  • Enable Users to Set the Number of Results Per Page
  • Enable Search by Document ID
  • Change the Style of Intent Answers on the Results Page
  • Configure a Product or Category Landing Page
  • Enable Suggested Searches on a Product or Category Landing Page
  • Configure the Article Attributes
    • Configure Article Attributes on the Answer Page
    • Configure Article Attributes on the Ask a Question Page
  • Enable Users to View a Translated Version of an Article
  • Enable Users to Display Answers for All Content Types
  • Implement Content Type Subscriptions
  • Enable Content Recommendation
  • Implement Favorites
  • Suppress SmartAssistant Filters
  • Enable Users to Open an Article Attachment
  • Enable Agents to Open an Article from Agent Desktop
• Add Knowledge to Website Pages
  • Configure Knowledge Widget
  • Add the Widget to a Page
• Community Discussions
  • Add Community Discussions to the Home Page
  • Add Community Discussions to the Results Page
  • Add Recently Viewed Articles to the Social Page
  • Add Related Answers to the Social Page
  • Add Community Discussions to SmartAssistant
• Implementing Knowledge Advanced on Mobile Customer Portal
  • Add Knowledge Advanced Search to the Mobile Home Page
  • Add Mobile Knowledge Advanced Browse
  • Add the Mobile Knowledge Advanced Answer Detail Page
  • Add the Mobile Knowledge Advanced Results Page
  • Add Knowledge Advanced SmartAssistant
• Customer Portal Customization Guidelines
  • OKCS API Model
    • Invoke the Knowledge Advanced REST APIs from Customer Portal
    • Content (IM) API Code Example
    • Search API Code Example

8 Configure Agent Desktop

• Overview of Configuration
• Add the Knowledge Button to the Incident Workspace
• Add the Propose Article Button
• Configure the Cross-Lingual Search
• Filter Incident Search Results by Agent Role
• Enable Searching by Product and Category
• Display Incident References in the Article Views Page
• Configure Users' Knowledge Locales
• Configure Link Documents to Display in Agent Desktop
• Configure Article Information on the Answer Details Page
• Enable Suggested Searches
• Disable Contextual Search in the Agent Browser User Interface

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