Extend Knowledge Management Fragments

The Redwood Fusion UI in which you use knowledge, such as Service Center, utilizes fragments to provide that knowledge functionality.  Prior to this release it was only possible for you to use knowledge fragments within your own custom App UI and there was limited access to the data being used within the fragments.  Starting with this release you will be able to extend the fragments themselves and there is increased access to the data, allowing you to extend your knowledge experiences in all of the UIs that rely on the fragments.  Specifically you can take advantage of this feature in Redwood My Knowledge, Redwood Service Center, My Help, Help Desk Requests, CX4U, and Maintenance Technician Workbench at the time of this release.

Create the knowledge experience that you believe your users need in the UI where they use knowledge.  This may mean hiding features that are not necessary for your implementation, rearranging content, embellishing search results, or adding in tools you believe your users need.

Steps to Enable

Leverage the Visual Builder Studio to expose your applications. To learn more about extending your application using Visual Builder, visit Oracle Help Center > your apps service area of interest > Books > Configuration and Extension.

Tips And Considerations

Under App UIs > Customer Experience (CX) > Knowledge Consumption Fragments > Fragments you will find all of our fragments; the following is meant as a quick overview of the things available in these fragments to enable your extension goals.  In the interest of making this a useful quick guide the variables, events, and containers described here are the ones we believe you are most likely to find useful.

  • knowledge-article-clarification - Within knowledge-article-detail-page, this is the fragment responsible for displaying the products, categories, and user groups associated with the article being viewed.
    • UIs: My Knowledge, Service Center, My Help, Help Desk Requests, CX4U, Maintenance Workbench
    • Variables
      • kmShowCategories - Toggles the display of categories if any are associated with the article being viewed.
      • kmShowProducts - Toggles the display of products if any are associated with the article being viewed.
      • kmShowUserGroups - Toggles the display of user groups associated with the article being viewed.

  • knowledge-article-content - Displays the contents of an article.

    • UIs: My Knowledge, Service Center, My Help, Help Desk Requests, CX4U, Maintenance Workbench

    • Variables

      • articleContentTypeReferenceKey - Contains the reference key of the content type of the article being viewed.

      • title - Contains the title of the article being viewed.

    • Events

      • kmContentReady - Contains the article's content and fires just before that content is rendered on the page, giving you an opportunity to alter it.

  • knowledge-article-detail-page - Complete page for displaying a knowledge article.

    • UIs: My Knowledge, Service Center, My Help, Help Desk Requests, CX4U, Maintenance Workbench

    • Variables

      • kmMoveAttributesToSecondaryColumn - Accepts a comma separated list of xpaths, e.g. //FAQ/QUESTION,//SOLUTION/ENVIRONMENT. If the article being viewed has a value for one of the listed xpaths, then that attribute value and its heading will be removed from the primary content display and added to the secondary column ahead of the metadata displayed there.  This is handy for attributes that you want users to find in a predictable location, such as lists of related links.  As can be seen in the example xpaths, the structure is //[Content type refkey]/[Attribute refkey].  Anybody with access to the content type admin should be able to work out this information.

      • kmShowAuthor - Toggles the display of the name of the user that created the article.

      • kmShowBusinessUnits - Toggles the display of the business unit associated with the article (if business units are in use).

      • kmShowFavorites - Toggles the display of the favorite button on search results when favoriting is enabled (CSO_ENABLE_KNOWLEDGE_FAVORITING).

      • kmShowLinkUnlink - Toggles the display of the link/unlink button on search results when in the context of something it is possible to link to.

      • kmShowShare - Toggles the display of the share button on search results when in a context where sharing is possible.

    • Events

      • kmArticleLoaded - Contains all of the data that is going to be displayed on the page, including the contents of the article and the schema of its content type.

    • Containers

      • Pre-content container - When the UI is in a language that is read left to right this is a column to the left of the content's of the article, and it is on the right for languages that are read right to left.

      • Pre-metadata container - This container is at the top of the secondary content column before the display of products and categories.

  • knowledge-article-rating - Displays the rating form (if enabled).

    • UIs: My Knowledge, Service Center, My Help, Help Desk Requests, CX4U, Maintenance Workbench

    • Variables

      • kmShowRating - If you want knowledge ratings on for one UI, but off for another, then you would use the profile option CSO_CONTENT_RATING_TYPE to turn ratings on and then this variable to turn it off for the UI(s) where you do not want it.

  • knowledge-article-recommendation - Displays a single recommended article, no notable extensibility options available here.

    • UIs: Service Center, Help Desk Requests

  • knowledge-search-page - Complete page for creating a knowledge search/browse experience.

    • UIs: My Knowledge, Service Center, Help Desk Requests, CX4U, Maintenance Workbench

    • Events

      • kmSearchFilters - Use to observe and alter the filters being used with search.  Note that you are limited to filters currently supported within the fragment, e.g. you cannot currently add a content type filter, but you can filter to a product and/or category.

      • kmSearchResults - Use to observe and alter search results data.

  • knowledge-search-results - Displays the results of a search.

    • UIs: My Knowledge, Service Center, My Help, Help Desk Requests, CX4U, Maintenance Workbench

    • Variables

      • kmShowArticleExcerpts - Toggles the display of excerpts in search results.

      • kmShowArticleIcon - Toggles the display of icons next to search results.

      • kmShowFavorite - Toggles the display of the favorite button on search results when favoriting is enabled (CSO_ENABLE_KNOWLEDGE_FAVORITING).

      • kmShowLinkUnlink - Toggles the display of the link/unlink button on search results when in the context of something it is possible to link to.

      • kmShowShare - Toggles the display of the share button on search results when in a context where sharing is possible.

    • Containers

      • Pre-results container - Gives you a location to add your own content/controls directly above the list of search results.

Access Requirements

The same privileges and setup you are already familiar with from extending other Redwood UIs apply to knowledge fragments as well.