Configure Knowledge in Service Requests
You can enable or disable knowledge management profile options, like the ability to filter search results by category and product. For most new implementations, these profiles are set to Yes by default, meaning that the features are enabled.
-
In the Setup and Maintenance work area, go to the Service offering.
-
Select the Knowledge Management functional area.
-
Select Manage Knowledge Panel Profile Options.
-
Set the profile options as follows:
-
To enable filtering of knowledge panel search results and recommended answers by category, set CSO_ENABLE_CATEGORY_FILTER to Yes.
-
To enable agents to maintain a list of their favorite articles in the knowledge panel, set CSO_ENABLE_KNOWLEDGE_FAVORITING to Yes.
-
To enable agents to link articles to service requests, set CSO_ENABLE_KNOWLEDGE_LINKING to Yes.
-
To enable agents to filter search results by locale, set CSO_ENABLE_LOCALE_FILTER to Yes.
-
To enable the filtering of knowledge panel search results and recommended answers by product, set CSO_ENABLE_PRODUCT_FILTER to Yes.
-
To enable the application to display article excerpts in addition to titles in search results and recommended answers, set CSO_SHOW_ARTICLE_SNIPPET to Yes.
-
To enable the application to add product concepts to the dictionary automatically, set CSO_ENABLE_AUTO_PRODUCT_CONCEPT_GENERATION to Yes.
-