Overview of Implementing Knowledge Management

Administrators and authors can use Knowledge to create and manage a Service Center knowledge base. Agents can use the knowledge base to help resolve service requests, and self-service users can use knowledge in applications such as Digital Customer Service and My Knowledge to find relevant knowledge base articles.

If you have not previously implemented Knowledge, you can implement knowledge for Service Center by doing the following:

• Enable the knowledge functional area, schedule processes, and set up locales.

• Create knowledge base content and make it available in Service Center.

• Grant Service Center users the roles and privileges they need to access knowledge features.

If you have already implemented Knowledge for Fusion Service, you can implement Knowledge for Service Center by doing the following:

• Use your existing Fusion Service implementation. Service Center has access to content in the Service department, or application.

• Update roles and privileges so that Service Center users can access Knowledge features.

You use the setup and maintenance pages to implement Knowledge for Service Center. When you complete the implementation, service representatives and employees will use Next Generation knowledge features when they work with service requests. Knowledge base authors and managers will use existing knowledge authoring features to create, update, and publish knowledge base articles.