Support Business Unit in article on Digital Customer Service

In 24D a knowledge article can be associated with a Business Unit and this is also supported from the Digital Customer Service Portal.

End-users will be able to see only relevant articles for their assigned Business Unit on the Digital Customer Service Portal.

Steps to Enable

When you have multiple business units, additional configuration is required once you have created your Digital Customer Service applications. Each business unit must have its own Digital Customer Service application.

Note: Only one business unit is supported per Digital Customer Service application.

Once you have created your Digital Customer Service applications, follow the instructions described in How do I configure multiple business units with Digital Customer Service:

  1. Locate the business unit ID in Oracle Fusion Service.

  2. Specify the business unit ID in the Digital Customer Service application.

  3. Configure the Business Unit ID for the Open Service Requests list.

Tips And Considerations

Your knowledge authors will need to associate the knowledge articles with the relevant business units.  The ability to associate business unit to articles is part of the Redwood Knowledge UI Authoring experience. 

The DCS reference implementation and components support this feature for V2 APIs and knowledge articles presented will be automatically filtered by specific Business Unit.

  • One Business Unit is supported per Digital Customer Service application
  • Requires Redwood UI Knowledge Authoring experience in 24C (V2 APIs)

Key Resources

Please refer to the Knowledge Management Business Unit Support feature in the 24D release notes for Knowledge Management - Authoring.

Additional resources:

Access Requirements

End-users will only see relevant articles in the Digital Customer Service portal for their specific Business Unit.