Implement Knowledge for Help Desk

Administrators and authors can use Knowledge to create and manage a knowledge base. Agents can use the knowledge base to help resolve Help Desk requests, and employees can use My Help employee portal to find answers in the knowledge base.

If you're implementing Help Desk, and haven't previously implemented Knowledge for HR Help Desk, you implement knowledge in Help Desk by doing the following:

• Do the setup tasks described in the Oracle Fusion Cloud B2B Service Implementing Knowledge Management guide.

• Add specific roles to enable agents to use knowledge in Help Desk requests.

If you have already implemented Knowledge for HR Help Desk, you can implement Knowledge for Help Desk by doing the following:

• Use your existing HR Help Desk implementation.

• Add specific roles to enable agents to use knowledge in Help Desk requests.

You use the Classic setup and maintenance pages to implement and administer Knowledge for Help Desk. When you complete the implementation, Help Desk agents and employees will use Knowledge features when they work with Help Desk requests and search for answers in My Help. Knowledge base authors and managers will use classic knowledge authoring pages to create, update, and publish knowledge base articles.