Include the Generative AI summary of a Knowledge Article when sharing with the employee

When an agent shares a knowledge article with an employee, the Help Desk can autogenerate a summary of the article and contextual information derived from the article when the knowledge is shared.

Sharing a Knowledge Article Summary

Sharing a Knowledge Article Summary

AI features are being offered under an early adopter program. If you are interested in enabling this feature and do not yet have a Knowledge AI Promotion Code, please open a Service Request with Technical Support to request one.

This feature is intended to save agents time since they no longer have to add an introductory paragraph outlining the answer to the customer. Also, it is friendlier and more direct to give the answer in text in the response to the employee rather than having them click on a knowledge link in order to read the article. So, this saves time for the employee receiving the response as well.

Steps to Enable

This will only work with Knowledge in Redwood. It will not work with Classic Knowledge, so you must enable Fusion Knowledge with the Redwood User Experience as a first step. Instructions can be found at Oracle Video Hub: Enabling Fusion Knowledge in the Redwood Experience.

Enable the use of Service Generative AI 

You will need to enter the promotion code for Service Generative AI Promotion Code if you have not already done so. If you do not have this promotion code, open a request with Technical Support and request the Service Generative AI Promotion Code so that it can be entered before attempting to configure this feature.

Configure the Feature Opt In for Summarization using AI

  1. Navigation to My Enterprise -> Offerings.
  2. Click on Help Desk.
  3. Click the Opt in Features button.
  4. Click on the Help Desk Adaptive Intelligence line and confirm that it is Enabled. 
  5. Now click the pencil icon to edit the features.
  6. Check the Enable box to Use Generative AI features in Help Desk.  
  7. Now, click on the Setup Icon to return to the Help Desk Setup page.

Enable Profile Options

  1. Under Setup and Maintenance for Help Desk, click on the Tasks icon.
  2. Click on the Search link.
  3. Search for and click on the link for Manage Administrator Profile Values.
  4. For each of the items shown in the table below,
    1. Enter the Profile Option Code and Search.
    2. Change the Value to the required value shown in the table.
    3. Save.

    4. Profile Options

      Profile Option Code Required Value
      ORA_CSO_GEN_Q_ANSWERING Medium***
      ORA_CSO_GEN_FROM_SR Small***
      ORA_CSO_GEN_SR_FROM_ARTICLE Medium***
      ORA_HD_ENABLE_GENAI_KM_SUMMARY_ON_SHARE Yes
      *** This is the size of the generated response. Recommended values are given here. 
  5. Save and Close.

These changes will take effect on next sign in.

Tips And Considerations

With Knowledge AI enabled, a summary is only generated if the content of the article is relevant to the response. 

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: Fusion Help Desk.

Access Requirements

To use AI generated text, users must have the privilege:

ORA_SVC_GEN_AI_USER

In addition, a specific privilege is required to take advantage of the summarization features within Help Desk:

  • SVC_ACCESS_HRHD_SUMMARIZATION_APIS - for HR Help Desk
  • SVC_ACCESS_ISR_SUMMARIZATION_APIS - for Internal Help Desk