Configure Proactive Knowledge

This topic provides an overview of the proactive knowledge feature and describes how to configure variables relating to proactive knowledge.

Overview of Proactive Knowledge

The proactive knowledge feature enables you to display relevant knowledge articles to users prior to creating a Service Request (SR). Having access to knowledge articles helps customers self-service their own issues, possibly avoiding creating SRs altogether.

When the user attempts to submit an SR, the application uses the title of the SR to search the knowledge base. If the knowledge search returns matches, the application shows a list of relevant knowledge articles to the user. If the user determines that one of the articles answers their question, then the SR isn't submitted. If the knowledge articles don't help, the user can go ahead and create the SR. If the knowledge search doesn't return any matches, the application automatically submits the SR.

You can control if proactive knowledge is displayed at all, or based on how many knowledge searches a user has completed, or even by the number of articles that the user views. Also, you can configure the number knowledge articles that are displayed.

Control when Proactive Knowledge is Displayed

Proactive knowledge display options are controlled using variables. This table lists and describes the variables, and also contains an explanation of the accepted values that can be assigned to each variable

Variable	Description	Accepted Values
isProactiveKnowledgeOn	Controls if proactive knowledge is displayed during SR creation. Note: If this variable is set to false, proactive knowledge is entirely disabled. Consequently, no other variables related to proactive knowledge need to be configured.	true or false The default value is true.
disableProactiveKnowledgeSearchCount	The number of knowledge searches that a user must perform to prevent proactive knowledge articles from being displayed. For example, if this value is set to 2, then if a user performs at least two searches for knowledge articles, then proactive knowledge isn't displayed.	Positive integer The default value is 1.
disableProactiveKnowledgeViewCount	The number of knowledge articles that a user must view to prevent proactive knowledge articles from being displayed. For example, if this value is set to 3, then if a user views at least three knowledge articles, then proactive knowledge isn't displayed.	Positive integer The default value is 2.

To configure the variables that control if and when proactive knowledge is displayed:

1. Sign in to Oracle Visual Builder.

2. Open your Digital Customer Service application.

3. Click the Web Applications tile.

4. In the Web Apps tree, expand dcs, and then expand flows.

5. Click on service-request-create.

   The service-request-create tab opens.

6. Click the (x) (Variables &Types) icon.

7. Modify the Default Value field of one or more variables of the following variables:

   • isProactiveKnowledgeOn

   • disableProactiveKnowledgeSearchCount

   • disableProactiveKnowledgeViewCount

Note: If the number of knowledge searches performed is equal to or greater than the value in disableProactiveKnowledgeSearchCount or the number of knowledge articles viewed is equal to or greater than the value in disableProactiveKnowledgeViewCount, then proactive knowledge isn't displayed.

Control How Many Knowledge Articles are Displayed

You can control the maximum number of knowledge articles to display when proactive knowledge displayed. The variable that controls this is kmArticlesPageSize.

Note: The default value assigned to kmArticlesPageSize is 5.

To configure how many knowledge articles to display:

1. Sign in to Oracle Visual Builder.

2. Open your Digital Customer Service application.

3. Click the Web Applications tile.

4. In the Web Apps tree, expand dcs, then expand flows, and then expand service-request-create.

5. Click on service-request-create-answers.

   The service-request-create-answers tab opens.

6. Click the (x) (Variables &Types) icon.

7. Click kmArticlesPageSize.

8. Enter the number of articles to display in the Default Value field.