Knowledge Offering
You can implement Knowledge in Service and HR Help Desk. Knowledge helps administrators and authors to create and manage a knowledge base, which agents can use to resolve service requests. General users can use My Knowledge as a central location to locate and view knowledge.
The following table shows the primary functional areas of the Knowledge offering. For the full list of functional areas and features, see the Associated Features report that you review when you plan your implementation.
|
Functional Area |
Description |
|---|---|
|
Knowledge Locales |
View, enable, disable locales, and configure the default locale. |
|
Users and User Groups |
work with roles, privileges, policies, and knowledge user groups to set up and maintain users for your application. |
|
Content Types |
Define the types of articles for your database. |
|
Articles |
Create, edit, publish, translate articles in your knowledge base. |
|
Collections |
Create and manage groups of documents from web sites or document repositories. |
|
Search Dictionary |
View, edit, and add concepts and synonyms to the dictionary to enable a quick search of the knowledge base. |
|
Analyze Knowledge |
Use prebuilt dashboards to understand how authors are creating, updating, and publishing knowledge base articles. |
Service administrators and account administrators must use qualified accounts, such as Application Implementation Consultant, to implement Knowledge. Qualified accounts must have sales administrator, customer service manager, and knowledge manager roles assigned to them.
Implementing Knowledge involves the following:
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Enabling the knowledge management functional area.
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Enabling knowledge management features in service requests.
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Configuring knowledge management capabilities for service requests and the My Knowledge page.
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Scheduling the processes that synchronize categories and products with Service and HCM, and update search with changes to knowledge base content.
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Setting up locales so that the knowledge base supports the languages and regions that your users need.
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Setting up knowledge users so that they have access to the appropriate knowledge functions.