Overview of Answers

Customers use your site to find answers to their questions about the services and products your organization provides.

To help your customers in finding the information they are looking for, you can create answers to common questions and post them on your customer portal. As a result, you are able to provide a better customer experience because your customers are able to quickly find the answers to their questions.

B2C Service includes a component known as “Service” where you work with answers.

Service provides you with the tools for creating and publishing effective answers. You can format answers to include links, tables, graphics, and other features, making your support site more interactive and visually appealing. In addition, Service provides you with a revolutionary method of knowledge base management that enables you to overcome the critical problems associated with a manually constructed knowledge base. Maintenance of your knowledge base is minimized because of automated processes that learn from customers using your site, then automatically rank answers and display the most useful answers first.

Although you can add many answers to your knowledge base as your organization provides new products and services, you might also spend a lot of time managing and updating your current answers. You can add information to existing answers, including adding links to other answers, merging similar answers, and adding conditional sections within an answer to control visibility of certain information.

When adding and editing answers, the toolbar lets you perform advanced actions on your answers such as inserting hyperlinks, images, and tables. As your knowledge base grows more complex, you can insert links to other answers, associate answers with multiple access levels, insert conditional sections, and merge similar answers. If you use the Agent Browser User Interface, you can integrate with Oracle Content Management (OCM) to include digital assets from OCM in your answers. See Integrating the Agent Browser UI with Oracle Applications.

To learn how to start your knowledge base and keep it organized and up-to-date, see How to Seed Your Knowledge Base. To learn more how to work with answers on the Service Console, see How You Work with Answers.