Product and Category Pages to use KM V2 APIs on Digital Customer Service

The Digital Customer Service Reference Template has been enhanced in 24D to support Fusion Knowledge Management.  The oj-dcs-km-popular articles can now display KM articles filtered by the context of the Category, Product Item or Product Group associated with those type pages, as well as the Asset details page. The product group page is also updated to display KM articles as the search REST API now supports search on product groups..  The KM popular articles upgradable component uses the V1 /content and V2 /articles REST API and supports getting article filtered for all 3 types, and is more appropriate for these pages.

The Knowledge Popular Articles component that is available for developing your Digital Customer Service application in Oracle Visual Builder is now upgradable and continues to support customization.  See component documentation in Visual Builder.  You can find the component with the Tag Name <oj-dcs-km-popular-articles> or Display Name <Knowledge Popular Articles>.  This upgradable component supports both V1 and V2 KM APIs.

• End-users will be able to see only relevant articles for certain products and categories on the Digital Customer Service portal pages.
• The pages now use the oj-dcs upgradable components
• Leverage any bug fixes and added features

Steps to Enable

You don't need to do anything to enable this feature.

Tips And Considerations

See component documentation in Visual Builder.  The DCS reference implementation and components support this feature for V1 and V2 KM APIs.

Your knowledge authors will need to associate the knowledge articles with the relevant category or product.  The ability to classify articles is part of the Redwood Knowledge UI Authoring experience.

To enable end-users to navigate to specific product or category pages, you can set up the Visual Navigator in your DCS portal.  Visual Navigator, once configured, enables you to show a grid of tiles on a page to facilitate navigation within or outside of the Digital Customer Service application.  See instructions how to set this up in the below resources.  

Key Resources

Please refer to the following Oracle Fusion Service documentation:

• Learn how to create an classify articles in the Fusion Knowledge Management in this Video Authoring: Create and Edit Articles

• For more information on Fusion Redwood Knowledge, check out the Playbook How do I get started with Fusion Knowledge Management in the Redwood User Experience?

• REST API for Knowledge Management with the Redwood User Experience

• For more information on how to get started with Digital Customer Service portal, see the Playbook How to I enable Digital Customer Service

• Instructions on how to set up Visual Navigator

Access Requirements

Sign in to the Oracle Visual Builder editor as a user with the Developer role.