Modify Existing Self-Service Optimization Configuration Data

Use these tasks to modify your existing configuration data for Self-Service Optimization.

Modify the Priority of the Existing Knowledge Proxies

Use this task to modify the priority of the existing knowledge proxies.

1. In the Setup and Maintenance work area, go to the following:

   • Offering: Service

   • Functional Area: Digital Customer Service

   • Task: Manage Proxy User Configuration Data

2. In the URL pattern field enter the following: srt.

3. Click Search to view the knowledge search proxies.

4. In the Search results, locate the row for /srt/api/.*/search/question for Customer Self-Service User, and then do the following:

   2. Click the link in the URL Pattern column.

   3. Change the value of the Priority field to a value greater than 1, such as 5.

   4. Click Save and Close.

5. Locate the /srt/api/.*/search/answer row and repeat the actions from the previous step.

6. In the URL pattern field, enter content and click Search to view the knowledge content proxies.

7. Locate the /km/api/.*/content for Customer Self-Service User, and then do the following:

   1. Click the link in the URL Pattern column.

   2. Change the value of the Priority field to a value greater than 1.

   3. Click Save and Close.

8. Click Done.

Add a New Knowledge Question Proxy for the New Proxy User

Next you add a new knowledge question proxy for the new proxy user you have already created.

1. From the Manage Proxy User Configuration Data page, create a new record by clicking the Create icon (+) in the Search Results work area.

2. In the Create Proxy User Configuration Page, enter the following values shown in the following table:

   Field	Enter This Value
   URL Pattern	/srt/api/.*/search/question
   HTTP Methods	Select the following: Options Post
   IdP User Roles	Select the name of the IDCS group you previously created in the Create a New Group in Identity Cloud Service task.
   Priority	1 You can enter any value, but remember that the proxies are executed in priority order where 1 is the highest priority.
   Proxy User Key	Create the Proxy Key by doing the following: Click the drop down list, and select New Key. Note: The key name must begin with PUK#_. In the Proxy User Name field, enter the name of the proxy user you previously created in the Create a Proxy Users and Grant the Job Role task. Enter and reenter the password for the proxy user. Select the Allow Identity Propagation check box.

3. Click Save and Close.

   Note: Proxy user configuration data is cached so changes won't be reflected until the cache expires. To show your changes sooner, force the cache to be cleared by changing the value of the profile option SVC_CSS_PUDS_CACHE_DURATION. You can make the value 1 second higher or lower.

Add a New Knowledge Answer Proxy for the New Proxy User

Now you add a new knowledge answer proxy for the new Proxy User.

1. From the Manage Proxy User Configuration Data page, create a new record by clicking the Create icon (+) in the Search Results work area.

2. In the Create Proxy User Configuration Page, enter the following values shown in the following table:

   Field	Enter This Value
   URL Pattern	/srt/api/.*/search/answer
   HTTP Methods	Options Post
   IdP User Roles	Select the name of the IDCS group you previously created.
   Priority	1 You can enter any value, but remember that the proxies are executed in priority order where 1 is the highest priority.
   Proxy User Key	Click the drop down list, and select the proxy user key you created previously. Note that the values of the proxy user name and password auto populate.
   Allow Identity Propagation	Select the check box.

3. Click Save and Close.

4. Click Done.

Add a New Knowledge Content Proxy for the New Proxy User

Now add a new knowledge content proxy for the new Proxy User.

1. From the Manage Proxy User Configuration Data page, create a new record by clicking the Create icon (+) in the Search Results work area.

2. In the Create Proxy User Configuration Page, enter the following values shown in the following table:

   Field	Enter This Value
   URL Pattern	/km/api/.*/content
   HTTP Methods	Get Options
   IdP User Roles	Select the name of the IDCS group you previously created.
   Priority	1 You can enter any value, but remember that the proxies are executed in priority order where 1 is the highest priority.
   Proxy User Key	Click the drop down list, and select the proxy user key you created previously. Note that the values of the proxy user name and password auto populate.
   Allow Identity Propagation	Select the check box.

Clear the Proxy User Configuration Data Cache

Now use the following task to clear the cache.

1. In the Setup and Maintenance work area, go to the following:

   • Offering: Service

   • Functional Area: Digital Customer Service

   • Task: Manage Digital Customer Service Profile Options

2. Select the SVC_CSS_PUDS_CACHE_DURATION profile option.

3. In the Profile Values work area, change the profile value by 1 second.

4. Click Save and Close.