2Integrating with Oracle Knowledge Cloud

About Integrating Oracle Knowledge Service Cloud with Oracle Field Service Cloud

Customer field personnel, such as dispatchers and technicians, can enable integration between Oracle Service Cloud, Oracle Knowledge Advanced Cloud, and Oracle Field Service Cloud in order to access the Oracle Knowledge Advanced Cloud knowledge base content within their Oracle Field Service Cloud application.

Quick answers to customer questions or other information on activity-related topics can then be found without having to leave the Oracle Field Service Cloud application.

Prerequisites

Complete the following prerequisites:

Configure Oracle Knowledge Service Cloud Access Settings

Before using Oracle Knowledge Service Cloud, you must configure several basic settings in Oracle Field Service Core Manage Cloud Service.

To complete the setup process, you need a user name and password. Contact your Oracle Support representative for assistance.
  1. In Oracle Field Service Core Manage Cloud Service, go to Configuration > User Types.

  2. Select a user type, and then select the Screen configuration tab.

  3. Select Company Configuration from the list of contexts.

  4. In the Actions pane, select Oracle Knowledge. If Oracle Knowledge does not appear in the list of actions, click Click to add to find and add it.

  5. On the Add action screen, add a new Oracle Knowledge read/write visibility.

  6. Click Close.

  7. Click Configuration to return to the Configuration screen.

    The Oracle Knowledge icon now displays in the Subsystems and Integrations section.

  8. Click the Oracle Knowledge icon.

    The Oracle Knowledge configuration screen displays, as shown in the following figure:
    This figure shows the Oracle Knowledge access configuration screen.
    The screen contains two sections:
    • Knowledge access— complete the following fields:
      • URL: The URL to access the knowledge base.

      • User Name: User name is a concatenation of your Oracle Field Service Cloud user name and the string &p_li_passwd followed by the value of PTA_SECRET_KEY. For example, 'john.smith&p_li_passwd=ThisIsASecret'.

      • Password: Your Oracle Field Service Cloud password.

    • Knowledge fields mapping— provides the possibility to сonfigure the parameters of the context search and filtering, based on activity properties.
      Note: By default, the fields in this section are not used, and configuring these properties is optional. If you do not make any selections, no context search will be executed. You can, however, specify your search criteria manually on the Oracle Knowledge page.
  9. Select the desired search, category, and product properties from the drop-down lists.

  10. Click Save.

The search engine uses the value of the selected search activity property as an initial search query to scour the Oracle knowledge base. The results of the search are then filtered by the selected category and product activity properties. Subsequently, the Oracle Knowledge page will show those information articles relevant to the parameters of the current activity when opened.

About Oracle Knowledge Service Cloud in Oracle Field Service Mobility Cloud Service

You access Oracle Knowledge Service Cloud in Oracle Field Service Mobility Cloud Service by clicking the Knowledge tab on the Activity details screen, as shown in the following figure:
This figure shows the Knowledge tab on the Activity details screen in Oracle Field Service Cloud Mobility Cloud Service.

When you click the Knowledge tab, the Oracle Knowledge Service Cloud screen displays the knowledge articles relevant to the activity from which you accessed them.

These articles are a result of the context search that is based on the activity-related search parameter and filters configured on the Oracle Knowledge configuration screen. The search field located on the top of the page displays the search query that was used for the current search, based on the configuration settings. You can enter a new query or change the filter parameters to refine the search.

If no prior search configuration has taken place, the screen displays an empty search field without any search results.

About Oracle Knowledge Service Cloud in Oracle Field Service Core Manage Cloud Service

You access Oracle Knowledge Service Cloud in Oracle Field Service Core Manage Cloud Service by clicking the Knowledge tab on the Activity details screen, as shown in the following figure:
This figure shows the Knowledge tab in the Activity details screen in Oracle Field Service Cloud Core Manage Cloud Service.

When you click the Knowledge tab, the Oracle Knowledge Service Cloud screen displays the knowledge articles relevant to the activity from which you accessed them.

These articles are a result of the context search that is based on the activity-related search parameters and filters configured on the Oracle Knowledge configuration screen. The search field located on the top of the screen displays the search query that was used for the current search, based on the configuration settings. You can enter a new query or change the filter parameters to refine the search.

If no prior search configuration has taken place, the screen displays an empty search field without any search results.

Enable Access to Oracle Knowledge Service Cloud

After you configure Oracle Knowledge Service Cloud in Oracle Field Service Core Manage Cloud Service, you can enable access to the feature in Oracle Field Service Core Manage Cloud Service and Oracle Field Service Mobility Cloud Service by creating a Knowledge tab on the Activity details screen.

  1. In Oracle Field Service Core Manage Cloud Service, go to Configuration > User Types.

  2. Select a user type, and then select the Screen configuration tab.

  3. Do one (or both) of the following:

    1. Go to Step 4 for Oracle Field Service Core Manage Cloud Service.

    2. Go to Step 5 for Oracle Field Service Mobility Cloud Service.

  4. Do the following to add the Knowledge tab to Oracle Field Service Core Manage Cloud Service:

    1. In the Manage section, click Add activity/Activity details.

    2. In the Layout structure pane, first click Activity status, and then click Group.

    3. On the Add to group window that displays, enter a name for the tab.

    4. Select Predefined Tab as the type, and then select Knowledge as the tab type.

    5. Click Submit.

    6. On the new activity screen that displays, add a new read-write visibility and click Save.

      Your changes are saved and all current activities are automatically recalculated.

  5. Do the following to add the Knowledge tab to Oracle Field Service Mobility Cloud Service:

    1. In the Mobility section, click Edit/view activity.

    2. Find (or search for) Knowledge/activity_knowledge in the Actions section and drag-and-drop it to the desired location in the set of tabs on the right.

    3. Ensure that the visibility setting is read-write, and click Save.

Daily Extract

Daily Extract is used to report on the main Oracle Field Service Cloud entities, such as activities, inventory, and messages, for storage and further analysis. Extracted data is stored in the Daily Extract Database as a package of XML files. You can create or update a Daily Extract configuration by importing the configuration from an external source.

Configuring Daily Extract

The set of files to be extracted by Daily Extract can be configured manually at the implementation stage. At a later stage they can also be modified when necessary. In addition, you can also configure custom Daily Extract file sets in the Manage Application screen. Access to the Daily Extract configuration functionality is controlled by adding a read/write visibility to the User Type that requires access to the Daily Extract report.

Daily Extraction Files

Daily extract files are the result of data processing by the application and contain the details such as activities, inventory, and messages. Only data structures described in this document can be received as part of the Daily extract. To get access to other data elements of the application, different interfaces should be used (e.g. Resource Management API). The extracted files are intended for reporting and historical analysis of the events in the application.

Extraction Period

Daily extract files are typically generated once a day and contain all data the processing of which has been finished since the previous extraction. If the company does not support overnight shifts, the extraction period covers time since the previous extraction and till the end of the previous day. If the company supports overnight shifts, the daily extract data for the previous day are available for extraction after the overnight expiration, that is, at 00:00 AM + overnight. If the data is extracted before that time, the resulting files contain data of two days before.

A company can operate in several time zones, however, the Daily Extract functionality extracts data according to the time zone defined for the company in the Business Rules. Only the following files are extracted in GMT:
  • General Message Details

  • Message Text Details

  • PAS Answer Details

  • Gpstracks Details

Upon the first extraction all available data is collected.

Create Daily Extract Files

Daily extract files are the result of data processing by the application and contain the details such as activities, inventory, and messages. Only data structures described in this document can be received as part of the Daily extract. To get access to other data elements of the application, different interfaces should be used (e.g. Resource Management API). The extracted files are intended for reporting and historical analysis of the events in the application. You can configure the files to be extracted by the Daily Extract report manually at the time of implementing the application. The daily extract files are always created in XML format.

  1. Log in to Oracle Field Service Cloud Manage interface.

  2. Select the Navigation button.

  3. Click Configuration.

  4. In the Outbound Integration section, click Daily Extract.

    The Daily Extract screen appears. The screen displays the list of files for extraction organized as a grid. For each file name the list shows the entity to which the extraction file is related (the Entity column) and the fields exported in the file (the Exported field column).

  5. Click Add new.

    The Add configuration file window appears.

  6. Enter the Table Name.

    The table name must be in the {COMPANY_NAME}-company identifier format. The place holder {COMPANY_NAME} is mandatory. If you specify an incorrect format, the file is not created.

  7. Select the fields that you want to export from the Entity drop-down menu.

  8. Click Submit.

    The new file configuration is saved. When you edit the configuration, you can only edit the file name and not the entity.

Configure Daily Extract File Structure

A new daily extract file is created empty and for the export to work, you must specify the fields to be exported. In addition, you must specify a minimum of two fields for the export to work.

  1. Click Configuration.

  2. In the Outbound Integration section, click Daily Extract.

    The Daily Extract screen appears.

  3. Click the stack menu to the right and click Fields to add fields to the entity.

  4. Click the plus icon and select the required field that you want to add to the entity.

  5. Select a field to view its properties. Change the Name if required.

    You can arrange the list of properties by dragging and dropping. You cannot change property names for the GPS Track Fields, Type List Fields and Property File Fields entities. If a custom property is deleted from the application, you must also delete it from the field list of any daily extract files; otherwise the extraction returns an error.

  6. Click Ok.

Extraction Files and Extraction Data Sets

Data on details of different entities processed during the extraction period or available by the end of extraction period can be collected and extracted in the files (in this document during the extraction period means that if at any time during the extraction period the entity was available in the system it will be extracted, and by the end of extraction period means that if an entity was created at some time during the extraction period and was deleted before the end of extraction period, it will not be extracted).

This data can be divided into data sets, that is, groups of details related to one and the same entity in the system. In some cases data related to one entity is divided in several different data sets.
Note: Data from several data sets cannot be extracted in one file but data from one data set can be divided to be extracted in any number of files. For example, the file created for the Activity Fields entity cannot also include data for the Resource Fields entity. At the same time, one file can refer to several database tables according to the exported field’s configuration. For example, an Activity Fields file may include data from the queue table, when configured so.
The following data sets are available for export. The actual list of data sets to be exported can be configured according to your company preferences.
  • Activity Fields – Data on all fields/properties assigned to activities that were to be performed or were performed.

  • Activity Link Fields – Details of all links between activities defined in the application.

  • Activity Work Skill Fields – Details of work skills per activity.

  • GPS Details – Details of all GPS data gathered.

  • Inventory Fields – Data on all fields/properties assigned to all inventory items available in the system.

  • Message Details – Data on all messages generated during the extraction period divided into two data sets:

    • Message Fields – Details on the messages excluding the actual text of the message.

    • Message Text Fields – The text of each specific message.

  • PAS Answers Fields – Details of the customer's answers to questions asked in the Post Appointment Survey that are present in the system with status Delivered.

  • PAS Questions Fields – Details of questions for Post Appointment Surveys.

  • Property Fields – Details of all fields and custom properties available in the system.

  • Property File Fields – Contents of file properties (images, etc.) available in the system.

  • Property Lookup Fields – Sets of values that can be used to identify a field or custom property for all fields and custom properties available in the system.

  • Queue Fields – Data on all fields/properties assigned to routes that were to be executed during the extraction period, including all fields and properties assigned to resources, to which a route is directly assigned.

  • Resource Fields – Details of the properties of all resources available in the system (including inactive resources) and their position in the Resource Tree.

  • Resource Location Fields – Details of locations defined for each resource in the system.

  • Resource Property Fields – Details of all properties defined for each resource in the system.

  • Resource Work Skill Fields – Details of work skills per resource.

  • Service Request Fields – Details of service requests created in the system.

  • Time Slots Fields – Details of time slots defined in the system.

  • Type List Fields – Sets of values used to identify the type of entity by its ID for all types available in the system.

  • User List Fields – Details of all users existing in the system.

  • User-Resource Relation Fields – Details of the resources visible to each user as defined in the system.

Note: Daily Extract processes property labels regardless of whether any special symbols or capital letters are used.