Set Up Products, Categories and Knowledge Articles

Here are instructions on how to create products, categories, and author knowledge articles specific to Digital Customer Service.

Product items and groups are used within the Digital Customer Service application to provide better support and knowledge article navigation. Also, product items and groups help you associate service requests for Oracle Fusion Service process flows. So, when you're creating and using product items and groups, think of them as another way to improve your customer's experience.

To configure products and categories for service request management:

1. Sign in to Oracle Fusion Service as an administrator or a setup user.

2. Configure the products that are available in service requests.

   Note: When creating your products, the following options must be selected: Eligible to Sell, Eligible for Service and Enable Customer Self-Service.

3. Configure the available categories for service requests.

4. Author Knowledge articles that you want users to have access to in their Digital Customer Service applications.