Knowledge Management Business Unit Support

Image showing filtering My Knowledge articles using a Business Unit.With this feature enabled and all of the necessary Business Unit setup completed, your authors will be able to assign a Business Unit to an article.  Additionally, mass updating articles to move them between Business Units (or from having none) will be possible.  Once your articles are connected to Business Units users will be able to filter their articles in My Knowledge with the Redwood User Experience (Service and HR Helpdesk) to any of that user's assigned Business Units.  Digital Customer Service (DCS) is also releasing support for this feature in 24C, extending their existing Business Unit support to cover knowledge.

Streamlined authoring

Authors will now only be able to assign the products, categories, and user groups connected to their business unit, making the selection process more streamlined and less error-prone.  Additionally, if you are using workflow, users will only see approval requests for their business unit, decreasing the noise of tasks the logged-in user should not be working on. This is also the case for Suggestions if they are being used.

Targeted answers

In UIs, such as DCS, where a BU has been predetermined, the knowledge presented will be filtered to that specific BU, making it simpler for your users to locate the answers most relevant to them.  In the future, more UIs will be available that offer this functionality as well, such as determining the BU based on a selected Service Request.

Steps to Enable

  1. HZ_ENABLE_MULTIPLE_BU_CRM - This profile option must be set to Yes before being able to progress with other activities.  See the Key Resources section for more information on additional setup steps required to enable Business Units in Fusion.
  2. Configure products and categories - Once Business Units are enabled and created, you will need to complete setup of your product catalog and categories for those Business Units.
  3. Feature flag - In setup and maintenance you will need to opt-in to the "Knowledge Management Business Unit Support" feature before being able to take advantage of this feature.  It can be found under Knowledge Management -> Knowledge with Redwood User Interface.  Note that this setting as well as the profile option above take some time to take effect, at least 30 minutes is recommended before trying to do anything with Business Units in Knowledge.
  4. Configure user groups - As is the case with categories, user groups are unique to a department and Business Unit (once Business Units are enabled) so you will need to create User Groups for your new Business Units as well as assigning Business Units to your existing user groups.  Once assigned, it is not possible to change the Business Unit of a user group, this is to prevent the risk of data inconsistencies.
  5. Content update - Once all of the above are complete, if you have existing knowledge, you will want to mass update that knowledge so that it is associated with the correct Business Units.  In the process of mass updating your articles you will be able to map the products, categories, and user groups currently associated with those articles to be whatever is logical for the new Business Unit of the articles.

Tips And Considerations

  • One Business Unit per article
  • Cannot share user groups or categories between Business Units - This will cause the quantity of user groups and categories you have to administer to increase, be sure that the benefits of this feature are worth the additional effort for your organization.  It is possible to turn Business Units off for Knowledge in the future if you wish to.
  • Limited to My Knowledge with the Redwood User Experience in 24C - While this will expand in the future, this time should be seen as an opportunity to get your Business Unit setup completed ahead of support in a broader set of UIs.  Knowledge articles that have a Business Unit will be treated as though they do not have one outside Knowledge Authoring in the Redwood User Experience and My Knowledge with the Redwood User Experience in 24C, meaning that usage in UIs like My Help will not be impacted.

Key Resources