Suggest knowledge to employees when creating a Help Desk Request

This feature gives Help Desk administrators the option to suggest knowledge to the employee as they create a help desk request. Suggested knowledge can be configured to be presented either after the Subject has been entered, after the Subject and Category have been entered, or on Save. When the configured time has arrived, a knowledge drawer appears to suggest knowledge to the employee. The employee may see the answer directly in the excerpt from the knowledge articles presented or they may click to open the knowledge article in a separate browser tab for their perusal. The employee can then acknowledge that the answer has been provided, or they can return to the help desk request that they were trying to create, and it will allow them to save and submit their request. If the employee indicates that the knowledge has answered their question, the knowledge suggestions page is closed, the request canceled, and the employee is returned to the My Help page. 

This feature can be used with or without AI. Without AI, the first lines of the article are shown under the title. With AI, a summary of the article is shown under the title.

AI features are being offered under controlled availability. If you are interested in enabling this feature and do not yet have a promotion code to use AI within Help Desk, please open a Service Request with Technical Support to request one.

Helps to reduce the need to open some help desk requests, because the system suggests relevant knowledge at the point when an employee is ready to create a request thus increasing self-service rates.

Steps to Enable

Enable Knowledge Suggestions

To enable the basic knowledge suggestions feature, do the following:

  1. Go to Setup and Maintenance.
  2. Click on the Tasks icon.
  3. Click Search.
  4. Search for Manage Administrator Profile Options.
  5. Click on the link for Manage Administrator Profile Options.
  6. Enter ORA_HD_KM_SUGGEST_ON_CREATE in the Profile Option Code and Search.
  7. Change the Value to indicate when suggested knowledge should be 
    • Never
    • Show when request submitted
    • Show when title and category entered
    • Show when title entered
  8. Save and Close.

Using AI

AI features are offered on a limited availability basis, by using a promotional code. To obtain an AI Service Promotion Code, open a Service Request with Technical Support if you've not already done so.

To enable AI with this feature specifically:

  1. Go to Setup and Maintenance.
  2. Click on the Tasks icon.
  3. Click Search.
  4. Search for Manage Administrator Profile Options.
  5. Click on the link for Manage Administrator Profile Options.
  6. Enter ORA_CSO_GEN_Q_ANSWERING in the Profile Option Code and Search.
  7. Change the Value to Small to generate a small summary.
    (Small is recommended as the starting value but can be changed to Medium or Large if this value is found to provide insufficient information.)
  8. Click Save.
  9. Next, search for the key ORA_HD_ENABLE_GENAI_KM_SUGGEST_ON_CREATE.
  10. Change the Value to Yes.
  11. Click Save and Close.

Tips And Considerations

If Suggested Knowledge is configured to be offered on Save and AI is being used, it is possible that results generation can take a few seconds.

If no knowledge results are found when configured to be offered on Save, the request will go ahead and be created without any further prompting.

The better your knowledge, the better your results!

Key Resources

After the release is available, a video showing how to configure your environment and a demonstration of the functionality will be found on Oracle Video Hub.

Access Requirements

No special privileges are required to view the knowledge suggestions. Anyone with the HR Service Request Creation privilege will be presented with knowledge at the configured point in time.