Contents

• Title and Copyright Information
• Preface
• 1 Configuration Overview
  • Configuring Knowledge Advanced Authoring
    • About the Configuration Process
  • About Required User Accounts and Privileges
  • About Logging into the Service Cloud Console
  • Accessing Knowledge Advanced in the Service Console
• 2 Configuring Knowledge Advanced within Service Cloud
  • Defining and Associating Knowledge Advanced and Service Cloud Objects
  • Associating Knowledge Advanced Objects with Service Cloud Interfaces
    • Identifying the Interface to Configure
  • Creating Knowledge Advanced Views
    • About Reference Keys
  • Associating Views and Locales with Interfaces
  • How to Define Knowledge Advanced Navigation Sets
    • Working with Navigation Sets
    • Defining a Knowledge Advanced Author Navigation Set
    • Defining a Knowledge Advanced Creating or Editing an Analyst Navigation Set
  • Creating a Knowledge Advanced Author Profile
    • Specifying Profile Interfaces Options
    • Specifying Profile Permissions
    • Specifying Analytics Options
  • Creating the Knowledge Advanced Author User
  • Defining Knowledge Advanced Console Roles
    • Specifying the Author Profile
• 3 Configuring Knowledge Advanced Features
  • How to Define Content Types for Articles
  • Creating Content
  • How to Define Products and Categories
    • Creating the Sibling Product
  • Creating a Category
    • Creating the Sibling Category
  • Defining Service Level Agreements and Access Levels
  • About Defining Knowledge Advanced User Groups and Web Roles
  • Updating Knowledge Advanced Configurations
• 4 Configuring Knowledge Advanced for End Users
  • Configuring the Customer Portal
  • Configuring Agent Desktop
• 5 Configuring Search for Knowledge Advanced
  • Configuring Intelligent Search
  • Accessing Search Configuration Settings
  • Configuring Spell Checking
  • Configuring the Maximum Number of Search Results
  • Enabling Search Highlighting
  • Configuring the Industry Dictionary
  • About Automatic Product Concept Creation
  • Configuring Automatic Product Concepts
  • About Automatic Content Classification
  • Configuring Automatic Content Classification
  • About Modifying or Deleting Products
• 6 Implementing Content Collections
  • Configuring Simple Content Collections
  • Creating an Internal Collection
  • Validating Content Processing
• 7 Enabling Knowledge Advanced on Customer Portal
  • Accessing the Knowledge Advanced Customer Portal Files
  • Enabling Knowledge Advanced on Customer Portal
  • Prerequisites to Enable Knowledge Advanced on Customer Portal
  • Updating Customer Portal Files
  • Modify Templates
  • Replace or Add the Standard Browse Page
  • Replace or Add the Mobile Browse Page
  • Enable Standard SmartAssistant
  • Enable Mobile SmartAssistant
  • Replace the Standard Home Page Search View
  • Replace the Mobile Home Page Search
  • Modify the Overview Page
  • Add Recent Searches and Spell Check to Standard Search
  • Add Recent Searches and Spell Check to Mobile Search
  • Modifying the Standard Answer Page
  • Replace or Add the Mobile Answer Page
  • Add Administrator View for Agent Desktop
  • Add Administrator View for Customer Portal
  • Modify Chat Search Pop-Up
  • Replace Notifications Manager
  • Modify the Profile Page
  • Modify the Mobile Profile Page
  • Suppress Smart Assistant Pre-Filters
  • Extend the Email Article Link to Anonymous Users
  • About Configuring Syndication Widget Attributes
  • Configuring the Knowledge Advanced Syndication Widget in a Web Page
  • Update Widgets
  • Change the Answer List to List View
  • How to Add Oracle Knowledge to Your Company’s Web Site
  • Add Recommended Content to Answers
  • Add the Recently Viewed Widget
  • Adding the Related Answers Widget
  • Displaying Answers for All Products and Categories
  • Configuring Search Results Facets
  • Configuring Searches to Pre-Filter by Product or Category
  • Configuring a Product or Category Landing Page
  • Configuring Article Attributes
  • Disabling Search by Document ID
  • Enabling Communities for Knowledge Advanced Users
    • Adding the Community Discussions Widget to the Home Page
    • Displaying Discussions on the Search Results Page
    • Enabling Users to Display Discussions in SmartAssistant
• 8 Configuring Agent Desktop
  • Configuration Overview
  • Adding the Knowledge Advanced Button
  • Filtering Incident Search Results by Agents’ Roles
  • Configuring Searches to Filter by Product or Category
  • Displaying Incident References
  • Configuring Search Results to Filter by Users Locales
  • Enabling Embedded Links Display within Agent Desktop
  • Configuring Attributes in the Article Details Display