2Managing Content Types

About Content Types

Content types are Knowledge Advanced objects that define the various types of articles that exist in your knowledge base. A content type definition serves as an authoring template for an article, and also stores important metadata about knowledge base articles.

You must define at least one content type to contain knowledge base articles. You can define additional content types for any number of article types that have different requirements, such as the following.

  • Content elements, such as title, body text areas, and optional product and customer information.

  • Workflow processes to enforce a managed sequence of authoring, editing, and approval steps.

  • Publishing lifecycle, such as revision tracking, review, and publish dates.

  • Display features, such as layout.

    Types of Articles

    You define the types of articles in your knowledge base by defining the Content Types which contain the articles. You determine what Content Types need to be defined based upon the needs of your organization.

    Knowledge Advanced provides the following pre-defined content types:

    • FAQ

    • Solution

    • HCM-FAQ

    • HCM-Solution

    Migrating an Existing Knowledge Base

    If you have an existing knowledge base and you would like to migrate that content into Knowledge Advanced, you must create specific content types for that content to migrate to.

    Before you migrate your knowledge base, create the following content types.

    • FAQ - These answers represent frequently asked questions.

    • KCS - These answers represent similar content from KSC articles.

    • Manual - These answers represent application manuals.

    • HTML - These answers represent HTML content. You create an HTML article by entering text in the Summary, Question, and Answer fields on the Add Content page.

    • URL - These answers represent URLs to external content. You create a URL article by entering the URL of the document that is to be the answer source for the given question in the URL field of the Add Content page. It is also important to enter a descriptive Summary and Question as Knowledge Advanced uses the information in these two fields when conducting internal searches for documents. For customer searches, Knowledge Advanced also indexes the destination URL so it can be searched.

    • Attachment - These answers represent standalone documents attached to the answer. To create an attachment article, select the attachment to use from the Attachment link on the Add Content page.

    Note: Content types may vary. As part of the migration planning process, you should identify every content type used in your knowledge base and create a corresponding content type in Knowledge Advanced.

      Adding a Content Type

      You add a content type by specifying the general properties and any optional workflow process. The Repository Content Type Properties page contains properties that you use to define basic properties and behavior, such as the name of the article type, or whether articles in the content type will be removed from publication at a specified time.

      After you add a content type, you must configure the schema and attributes. See Specifying a Content Type Schema.

      To add a content type, you must perform the following tasks.

      Add Content Type General Properties

      The general properties of a content type define the basic elements of the articles it will contain, such as titles, and whether articles in the content type are removed from publication at a specified time.

      To add content type general properties:

      1. On the Repository tab, select Content Type > Add.

        The Repository Content Type Properties page displays.

      2. Complete the fields on the Repository Content Type Properties page.

        The following table lists the general properties and describes the input for each property.

        Table Content Type General Properties

        Property Description/Input

        Content Type Name

        Enter the name of the content type, for example, Solution or FAQ.

        Reference Key

        Reference keys are arbitrary text strings used as internal identifiers for the various objects in the system. They are locale independent; the reference key name does not change for an object supported in multiple locales.

        Select the field and accept the default value supplied by Knowledge Advanced.

        Default Lifespan (days)

        Enter a default valued for the number of days from the initial publishing date that new articles in this content type remain available on the target web site. Authors and editors can override this number for individual articles.

        Leave this field empty to specify that articles will never be automatically removed from publishing.

        Review Date (days)

        Enter a value for the number of days after you create content that the system creates a content review task. You must configure a Content Review scheduled job to create the content review tasks and notification as described in About Batch Processes.

        Leave this field empty to specify that documents will not be automatically scheduled for review.

        Document ID Prefix

        Enter a prefix for the ID number that Authoring automatically assigns to each article. The document ID prefix helps identify articles belonging to a specific content type. You can enter numbers and letters.

        Document ID Current Value

        Enter a starting value for the incremental ID number that Knowledge Advanced automatically assigns to each article. For example, if you enter 1000 to begin the document ID numbering sequence, the first article’s ID number will be 1001.

        Resetting the current document ID value may result in multiple articles with the same Document ID.

        Remove minor versions after publishing

        Select this checkbox to specify whether you want Knowledge Advanced to remove minor revisions of the articles when the article is published. Minor revisions are created to track individual workflow steps.

        Provide event start and end date attributes

        Select this checkbox to specify whether you want articles in this content type to contain start and end date fields. These dates are useful for creating automatically updated event calendars.

        Enable Priority/Order

        Select this checkbox to specify whether you want articles in this content type to be assigned a numeric value to help influence the position of articles within lists that Knowledge Advanced generates.

        Enable related content

        Select this checkbox to specify whether you want to enable additional content association features during the editing process.

        Enable Check Out/In

        Select this checkbox to specify whether you want to enable a check-out and check-in process for articles in this content type. When check in/out is enabled, multiple users can edit records without creating conflicts.

        Enable user activity logging

        Select this checkbox to specify whether you want to enable logging of user access information.

        Enable Content Recommendations

        Select this checkbox to specify whether you want to enable content recommendations for this content type. Content recommendations are special content items that end users can create to enter request for specific content.

        Enable HTML Validation

        Select this checkbox to specify this option to allow the content type designer to turn off the HTML validation that is performed prior to saving the article.

        Important: We recommend that you always enable HTML validation; when HTML validation is disabled, user actions, such as copying and pasting text from other applications, can introduce errors that may invalidate the generated XML for an article.

        Selecting Search Indexing Options

        Specify to include published, unpublished, or all latest versions of articles in Intelligent Search content processing.

        At the Select document status for indexing by Oracle Knowledge Search field on the Repository Content Type Properties page, select one of the following options.

        • Live. Specifies to include only published articles in search content processing. Earlier and later draft versions of articles are excluded.

        • Latest Valid Draft. Specifies to include the latest version of articles in search results, whether they are published or unpublished. This setting will include the latest version of all articles, whether published or unpublished; an unpublished draft will replace an earlier published article in the search index.

        • Live And Latest Valid Draft. Specifies to include both published and unpublished draft articles. This setting includes the latest version of all articles, whether published or unpublished, and the latest published version; published articles and more recent draft versions of the same article will all be included in the search index.

        • None. Specifies that no articles of this content type will be indexed.

          Selecting Display Options

          You can specify optional headings for the areas of the content pages that display the fields used for authoring content.

          • Custom Content Entry Fields Section Name. Specify an optional heading for the section that displays the content fields that authors use when creating content. You can also use the adjacent checkbox to omit the section heading from the display.

          • Custom Meta Data Entry Fields Section Name. Specify an optional heading for the section that displays the article meta data. You can also use the adjacent checkbox to omit the section heading from display.

            Selecting Translation Options

            You can specify the locales in which Knowledge Advanced will generate automatic translation tasks when master documents are created or updated.

            Select locales for automatic translation requests. Select the locales for translation. When a master document is edited, the previous author of a translation can be notified (based on settings in the repository properties).

            To select all locales listed, select the Select All link.

            To unselect all locales listed, select the Unselect All link.

              Selecting Workflows

              Select a workflow for articles in this content type. You must define workflows to make them available for selection. For more information on workflows, see About Workflows.

              At the Select Workflow field, select a desired workflow, and select one or more of the following options.

              • Products and categories require workflow approval if workflow is enabled.

              • Views requires workflow approval if workflow is enabled.

              • User Groups requires workflow approval if workflow is enabled.

              • Display dates requires workflow approval if workflow is enabled.

              • Event dates requires workflow approval if workflow is enabled.

              • Restrict content editing to users that can perform the workflow step.

                Select Feedback Options

                You can select collaboration properties that define the use of ratings forms and discussion boards within the content type. Adding ratings enables a feedback mechanism within all topics and messages on a board.

                1. From the Rating drop-down menu, select one of the following options.

                  • Rating to enable ratings feedback.

                  • No Rating if you do not want ratings feedback.

                2. Select Enable Threaded Discussions to enable threaded discussion forums in the content type. Threaded discussions are a series of messages that have been posted as replies to each other.

                3. Select Enable Moderate Discussions to enable moderate discussion forums in the content type. In moderated discussions, a moderator must formally publish messages submitted by end users; these messages will not display on the web site until they are published.

                  Select Category Options

                  To associate articles in this content type with one or more categories:

                  1. From the Select Mode drop-down menu, select an option.

                    • Select Navigate to display the available categories for navigation

                    • Select Search to display available categories for search. When you select Search, you must also enter the search string.

                  2. From the Available Categories options, select one or more content categories or subcategories to add to your Selected Categories. Categories that contain subcategories appear as links preceded by a plus sign (+).

                  3. Select Require authors to select at least one category in addition to the categories marked as "required" to require authors associate articles with at least one category. If an author creates an article that has no required categories associated with it, this feature requires them to still select at least one category. If an article has required categories marked, authors must select those and one additional category.

                    Select Product Options

                    The Product options enable you to associate one or more products with a content type. Select the products for the content type.

                    1. At the Select Mode drop-down menu, select one of the following options.

                      • Select Navigate to display product and product hierarchies for navigation

                      • Select Search to display products for search. When you select Search, you must also enter the search string.

                    2. From Available Products, select one or more content categories or sub-categories to add to your Selected Products. Products that contain sub-products display as links preceded by a plus sign (+).

                    3. Select the Restrict User Group selection to one group only to specify that article creators can associate articles with one group only.

                      With this feature enabled, an author must create a separate article for each user group who might need it. This could be useful if knowledge base content is geared toward user groups, particularly if content varies between, for example, Users and Service Agents.

                      Without this feature, an author can select multiple user groups to which the article applies. This is useful to keep content consistent across user groups. Extending the previous example, one article could be created that speaks to both User and Service Agents and, if necessary, a more technical article could be created about the same topic that is only made available to Service Agents.

                      Select User Group Options

                      The User Group options enable you to associate one or more user groups with a content type. User groups represent types of people interacting with your product, often defined by the level of expertise, for example, Customer and Service Agent could be separate user groups, each requiring a different level of knowledge about the product. When associating user groups to content types, you might specify that content type Technical Manual is only available to user group Service Agent while content type User Manual is available to Service Agent and Customer user groups. Select the user groups for the content type.

                      1. At the Select Mode drop-down menu:

                        • Select Navigate to display the user groups for navigation.

                        • Select Search to display user groups for search. When you select Search, you must also enter the search string.

                      2. At Available User Groups, select one or more user groups to add to your Selected User Groups.

                      3. Select Restrict User Group selection to one group only to specify that articles creators can associate articles with one group only.

                      4. Select Require at least one user group to be selected to specify that article creators are required to associate articles with at least one user group

                        Selecting Security Role Privileges

                        Each Knowledge Advanced user is assigned one or more security roles. Each content type specifies security role privileges that define what permissions (view, modify, publish, etc.) are given to which roles.

                        The Super Admin role can view multiple repositories. The Super Admin role can create Super Support users, but the Super Support role cannot create Super Support users.

                        To assign the permissions to the Super Admin, select the Super Admin check box. The default is all privileges selected. You can unselect any privilege you do not want associated with the Super Admin role.

                          Saving Content Type Properties

                          Select Save View Properties after you complete the fields.

                          The new view appears in the Repository Views list.

                          To display this list, select Views > List.

                            About URL Answer Content Types

                            URL Answers provide an easy way to create links to web pages as knowledge base answers. These answers represent URLs to external content. You create a URL Answer by entering the URL of the document that is to be the answer source for the given question in the URL field of the Add Content page.

                              Define the URL Answer Content Type

                              You can define a URL Answer content type to create links to web pages as knowledge base answers.

                              1. At the Repository tab, add a new content type for the URL Answer. Oracle recommends you include URL in the name of the content type.

                                The new content type appears in the list on the Repository tab.

                              2. Select the new URL content type and select Schema.

                              3. At the Schema Properties page, select Add Attribute, enter Summary for the attribute name, and complete the required fields.

                                The URL Answer Attribute Properties table follows this procedure and describes the URL Answer content type.
                              4. Select Save Attribute Properties.

                              5. Repeat steps 2 through 4 to create and save another text field attribute named URL.

                              6. After adding the two attributes, select Save attribute.

                              The URL answer content type has been added to your knowledge base.

                              The following table describes the URL Answer content type.

                              Table URL Answer Attribute Properties

                              Property Description

                              Attribute Name

                              Enter the attribute name.

                              Reference Key

                              This field is automatically populated.

                              Description

                              Enter a short description for the attribute.

                              Select Attribute Type

                              Select Text Field

                                Modify a Content Type

                                To modify a content type:

                                1. Select Content Types > List and select the content type you want to modify.

                                  The Repository Content Type Properties screen appears.

                                2. Make your changes to the properties and then select Save View Properties.

                                  Specifying a Content Type Schema

                                  After you have defined the general parameters for a content type, you must define the structure of the articles within a content type by defining and applying content type schema. You can specify whether the various content fields that you define are required or optional for content authors.

                                  You should review About Content Type Schema Nodes and Attributes before continuing with the tasks below.

                                  To specify a content type schema, perform the following tasks.

                                  Note: You can also define content metadata fields to store information about the article that is independent of its subject matter. For more information, see Specifying Content Metadata.

                                    About Content Type Schema Nodes and Attributes

                                    Define the content structure of your articles by specifying nodes and attributes. The nodes and attributes define the content fields within the article template for the content type.

                                    An attribute is an individual item, such as an article title. A node is a heading for one or more attributes, such as author's name, user ID, and department. (In database terms, attributes are columns in a database table, whereas nodes are 1-M related tables.)

                                    Nodes provide a convenient method of grouping together attributes that have some common characteristic. For example, a Contributors node might group together attribute fields to store information about various authors and editors who contributed to an article. Each node might contain attributes for the name, user ID, and department of a contributor. You can allow multiple copies of a node to store information about multiple contributors to articles.
                                    Important: You can define a complex hierarchy of nodes and attributes to reflect virtually any type of data structure; however, Oracle recommends using simple data schema to make it easier for content providers to manage information.

                                      Create Content Type Schema

                                      Use the following procedure to create schema for content types.

                                      1. Select Content Types > List .

                                        The Repository Content Type page displays, listing the defined content types.

                                      2. Select Schema for the Content Type you want to modify.

                                        The [Content Type] Schema Properties page displays.

                                      3. Use Add Attribute or Add Nodes to create additional schema attributes and nodes

                                        Use Up and Down to rearrange the order of the attributes in the UI.

                                        Use Delete to remove an attribute from the schema.

                                        For information on using Create Meta Schema see Specifying Content Metadata.

                                        Add Content Type Schema Nodes

                                        Use the following procedure to add content type schema nodes.

                                        1. At the Schema Properties page, select Add Node.

                                          The Node Properties page displays.

                                        2. Complete the following property fields and select Save Node Properties.

                                          If you want the node to reside in a higher or lower position in the data structure, select Up or Down.

                                          The following table lists the schema node properties and describes the input for each property.

                                          Table Content Type Schema Node Properties

                                          Property Description/Input

                                          Node Name

                                          Enter the name for the node.

                                          Reference Key

                                          Reference Keys are arbitrary text strings used as internal identifiers for the content. They are locale independent; the reference key name does not change for an object supported in multiple locales.

                                          Select the field and accept the default value supplied by Knowledge Advanced. You can also specify a string to use as an internal identifier.

                                          Description

                                          Enter a description for the node. This description appears as a label on the Content Type Properties page.

                                          Allow multiple copies of this node

                                          Select this checkbox to allow this node to be added multiple times within a single record. For example, you could define a node that allows multiple contributors to a single news article.

                                          Add Content Type Schema Attributes

                                          Use the following procedure to add content type schema attributes.

                                          1. Select Add Attribute on the Schema Properties page.

                                            The [Content Type] Attribute Properties page displays.

                                          2. Complete the property fields and select Save Attributes Properties.

                                            The following table lists the schema attribute properties and describes the input for each property.

                                            Table Content Type Schema Attribute Properties

                                            Property Description

                                            Attribute Name

                                            Enter the name for the attribute.

                                            Reference Key

                                            Reference Keys are arbitrary text strings used as internal identifiers for the content. They are locale independent; the reference key name does not change for an object supported in multiple locales.

                                            Select the field and accept the default value supplied by Knowledge Advanced. You can also specify a string to use as an internal identifier.

                                            Description

                                            Enter a description for the attribute. This description appears as a label on the Content Type Properties page.

                                            Select Attribute Type

                                            Select the type of field for this attribute. See About Content Type Attributes for a description of each type.

                                            Select Attribute Options

                                            Select one or more of the available options. When you select certain options, additional options may be revealed for that specific option.

                                            About Content Type Attributes

                                            You can specify the following attribute types for custom repository, custom user, and content type article properties. Knowledge Advanced uses the attribute name and description to label the resulting attribute field.

                                            The following table describes the content type attributes.

                                            Table Content Type Attributes

                                            Attribute Description

                                            Check Box

                                            Select this to add a check box.

                                            For example, you could create a Subject Matter Expert node with check box attributes for each subject matter area that you define, and select those that are relevant when you define a new user.

                                            Counter

                                            Select this to increment a value for each instance of the attribute that you define, based on a specified prefix and start number.

                                            This is most commonly used for user and content type schema. For example, you could define a user attribute to assign an incremental value to each defined user based on the prefix IQ and the starting number 1000.

                                            As users are defined, the application will automatically increment and assign the values, for example, IQ1001, followed by IQ1002.

                                            Date

                                            Select this to add a date field and calendar selector.

                                            File

                                            Select this to add a file input field and a file browser that you can use to locate files. When you select the File option, Knowledge Advanced displays the Secure Resource field. See About Securing Attached Documents.

                                            Float

                                            Select this to add an input field to accept floating point values of a specified number of places.

                                            Integer

                                            Select this to add an input field to accept integer values of a specified number of places.

                                            List

                                            Select this to add one of the following types of data lists:

                                            Check box

                                            Drop-down

                                            Multiselect browser

                                            Radio button

                                            This attribute can be a master identifier.

                                            You must specify an existing data list. See About Data Lists for more information.

                                            Rich Text Area

                                            Select this to add a text input field of a specified height having either basic, medium, or full sets of text editing functionality.

                                            Text Area

                                            Select this to add a text input field of a specified height having a basic set of text editing functionality.

                                            Text Field

                                            Select this to add a text input field of a specified number of characters and a basic set of text editing functionality. This attribute can be a master identifier.

                                            Time

                                            Select this to add date and time fields labeled with the attribute name and optional description.

                                              About Schema Attribute Options

                                              Schema attribute options specify information to include in the record title, how the Knowledge Advanced search facility searches content fields, and whether fields are required.

                                              The following table describes the attribute options.

                                              Table Schema Attribute Options

                                              Attribute Option Description

                                              Include in master record identifier

                                              Select this check box to specify whether the value of the attribute will be used as an element of the title of a record within Knowledge Advanced.

                                              Only attributes of type List and Text Field can be master identifiers.

                                              You must specify at least one master identifier for each Content Type definition. The master identifier is the attribute that Knowledge Advanced uses as the title of the record for internal reference.

                                              Enable full text searching

                                              Select this check box to specify whether the contents of the attribute will be searchable by full text. Full-text search matches your search query against the contents of any article attributes that are available for searching.

                                              Enable attribute level searching

                                              Select this check box to specify whether the contents of the attribute are searchable by attribute. Attribute-based search restricts matching to only the specified attribute.

                                              Attribute requires workflow approval if workflow is enabled

                                              Select this check box to specify whether editing the value of this attribute is subject to workflow permissions and version incrementing when a workflow is assigned to this Content Type.

                                              Make attribute a required field

                                              Select this check box to specify that the attribute is required for all articles in the Content Type.

                                              Restrict attribute to selected user groups

                                              Select this check box to specify to display this attribute only to members of selected user groups. See Specify User Group Restrictions for a Content Type Schema Attribute for more information.

                                              About Search Options for Content Type Attributes

                                              You can specify that an attribute be available for:

                                              • Full text searching

                                              • Attribute-level searching

                                              Knowledge Advanced includes an internal search facility that you can use to search for content in the current repository by using the Find option.

                                              Attribute level searching provides enhanced full text searching within specific attributes, for example, finding all people where First Name = Mary.

                                              Note: Not all data is appropriate for full text searching. File names and hyperlinks are examples of attributes that are generally not good candidates.

                                                Specify User Group Restrictions for a Content Type Schema Attribute

                                                Note: This feature applies only to end users, not authors.

                                                You can specify additional user group restrictions for content type schema attributes. For example, you could specify that the File attribute, which allows users to upload a file, appears only to members of the Support user group. This allows support agents to upload solutions for customer issues while other users do not see an option to upload a file.

                                                To specify user group restrictions for a content type schema attribute.

                                                1. On the Attribute Properties page for the selected content type, select Restrict attribute to selected user groups for the attribute you want to restrict.

                                                2. Specify any of the following restriction options.

                                                  1. Select User groups are required for attribute to specify that a user group must be associated with the specified attribute in this content type.

                                                  2. Select Allow editors to change default user groups to specify that authorized editors can override the default user group.

                                                  3. Select Restrict to specifies that the attribute appears only to members of the user group selected here.

                                                  4. Select Default to specify that the selected user group is associated by default so, whenever this attribute is used it appears only to the default user group.

                                                  Specify Content Metadata

                                                  You can define content metadata fields within a content type definition to store information about the article that is independent of version or locale. These attributes will not change based on version of the article or the locale associated with the article. This is useful for large attachments that would normally take up lots of disk space if they needed to be copied for every version or locale of as article.

                                                  Knowledge Advanced maintains content metadata independently of workflow steps and revision numbering, so that editors can modify this information without affecting the article version or progress within the publishing cycle.
                                                  Note: You can also make content category and user groups available as metadata so that editors can change this information independently of the content workflow.

                                                  Use the following procedure to define content metadata.

                                                  1. Select Content Type > List.

                                                  2. At the Repository Content Types page, select Content Type > Schema.

                                                    The Schema Properties page appears.

                                                  3. Select Content Type > Create Meta Schema.

                                                    The Management Console displays an empty metadata schema hierarchy:

                                                  4. Specify nodes and attributes as described in Create Content Type Schema.

                                                  About Securing Attached Documents

                                                  You can secure access to documents that are attached to articles and stored in the Knowledge Advanced Content Resource Store. Securing these attributes ensures that requests for an attached document will only be satisfied when made from an authorized IP address.

                                                  You specify secured attributes within the file attribute schema as described in About Content Type Attributes.

                                                  The Knowledge Advanced Content Resource Store stores secured files in separate secure directories. When a user requests access to a secured document, Knowledge Advanced performs a set of security checks to ensure that the request is from an authorized session.

                                                  About Tokens

                                                  You can define replacement tokens for use in articles. A replacement token consists of a token (a short, easily managed string) and some corresponding replacement text. When you publish content that contains a defined token, Knowledge Advanced replaces the token with the specified content, such as a word or phrase of standardized terminology, or even a large block of reusable content.

                                                  Replacement tokens enable you to do the following.

                                                  • Re-use content, such as product names, in a standardized form.

                                                  • Create complex content, such as integrated text and images, once and store it for re-use in multiple articles.

                                                  • Manage standardize content from a single resource.

                                                  Replacement tokens are available for use in all content types defined within the repository.

                                                    Add Tokens

                                                    Use the following procedure to create a new replacement token.

                                                    1. At the Repository tab, select Token > Add.

                                                      The Add Replacement Token page displays.

                                                    2. Complete the fields on the Add Replacement Token page.

                                                      The following table describes the token properties.

                                                      Table Token Properties

                                                      Property Description

                                                      Replacement Token

                                                      Enter an alpha-numeric string having no spaces or special characters.

                                                      Knowledge Advanced capitalizes the token, however, references to tokens will resolve, regardless of case.

                                                      Select type

                                                      Select Richtext or Text.

                                                      The rich text editor provides authors or editors with the ability to format text as they enter it. Knowledge Advanced preserves the text formatting when the content is displayed to end users.

                                                      The text editor provides authors or editors with test only; you will lose the HTML formatting.

                                                      Replacement Text

                                                      Specify the text and/or images that you want to be displayed when this token is used in articles.

                                                      Remove styles definitions

                                                      Select this option to remove the existing styles definitions within the Replacement Text field. This removes both added and imported styles definitions.

                                                      Use Tokens

                                                      You can use replacement tokens that you have defined within any article text fields. Replacement tokens defined in your repository are valid in all content types.

                                                      1. Edit an article by any of the usual methods.

                                                        To view the available replacement tokens, select View Replacement Tokens in the upper right portion of the Edit content page.

                                                        Knowledge Advanced displays the currently defined replacement tokens in a separate window:

                                                      2. Enter the token name in any field that accepts text. You specify a replacement token in this format:

                                                        {TOKEN_NAME}

                                                        where the defined variable name is enclosed within curved braces.

                                                      3. You can view the resolved variable in the content preview page. Knowledge Advanced displays the replacement content within dashed lines.

                                                        Managing Tokens

                                                        This section describes how to display, edit, and delete tokens.

                                                        Display All Tokens

                                                        Use the following procedure to search for a particular token on a page.

                                                        1. Select Tokens > List.

                                                          The Replacement Token page appears.

                                                        2. Enter the token name in the text area and then select Find.

                                                        3. Select the Search Conditions drop-down menu to search by the token or replacement name starts or inclusions.

                                                        4. Enter text in the text area, and then select Find.

                                                        Modify a Token

                                                        Use the following procedure to modify a token.

                                                        1. Select Tokens, List and then select the token you want to modify.

                                                        2. At the Replacement Token page, click Edit Token .

                                                        3. Modify the text and click Save.

                                                        4. To translate the token, select Translate.

                                                        5. Click Done.

                                                        The modified token appears on the Replacement Token page.

                                                        Delete a Token

                                                        Use the following procedure to delete a view.

                                                        1. Select Tokens > List, and then select the view you want to delete.

                                                        2. Click Delete Selected Token .

                                                        3. Select Yes at the Confirm Deletion message.

                                                          About Data Lists

                                                          Data lists provide a method to re-use common lists of items that you want to present as choices, such as lines of business or geographic locations. Data lists provide a mechanism to ensure consistent data for common user choices. You can use data lists within objects that contain properties defined as attributes, such as content types and data forms.

                                                          You can create the following data lists types.

                                                          • Static lists of items that change infrequently, such as lists of US states.

                                                          • Dynamic lists generated from content type attributes.

                                                          You can create dynamic data lists based on content type attributes. Dynamic data lists provide the means to link data from one content type to another content type.

                                                          For example, you may have a content type that contains employee demographic data, which includes postal zip code information for each employee. You can create a dynamic data list of the zip codes in which employees live by referencing the zip code attribute of the employee data content type. The dynamic lists automatically update with additional zip codes (attribute values) as more employee data is added to the content type.

                                                            Adding Static Data Lists and Items

                                                            Knowledge Advanced stores the list information as strings; however, you can store any primitive type of data as the value attribute of a list item.

                                                              Add a Static Data List

                                                              Use the following procedure to add a static data list.

                                                              1. At the Repository tab, select Data Lists > Add.

                                                              2. At the Data List Properties page, complete the fields and select Save Data List Properties.

                                                                The Static Data List Properties table follows this procedure and describes the data list properties fields.

                                                              Knowledge Advanced displays the new data list on the Data List Management page.

                                                              The following table describes the static data list properties fields.

                                                              Table Static Data List Properties

                                                              Property Description

                                                              Data List name

                                                              Specify a name for the data list.

                                                              Reference Key

                                                              Reference Keys are arbitrary text strings used as internal identifiers for the content. They are locale independent; the reference key name does not change for an object supported in multiple locales.

                                                              Select the field and accept the default value supplied by Knowledge Advanced. You can also specify a string to use as an internal identifier.

                                                              Data List Type

                                                              Select Static from the drop-down list.

                                                              Knowledge Advanced displays the Sort by and Data List Items fields.

                                                              Sort by

                                                              Select Alphabetical to sort list items alphabetically, or

                                                              Select Sort to sort item in the order they are that they are listed on the Data List Management page.

                                                              Data List Items

                                                              Select Manage Data List Items to add items to the list. See Add Dynamic Content Type Data Lists for more information.

                                                                Add Dynamic Content Type Data Lists

                                                                Use the following procedure to add dynamic content type data lists.

                                                                1. Select Data Lists, Add.

                                                                2. At the Data List Properties page, complete the fields.

                                                                  The Dynamic Type Data Lists Properties table follows this procedure and describes the fields.

                                                                3. Click Save data list item.

                                                                The following table describes the dynamic type data list properties.

                                                                Table Dynamic Type Data List Properties

                                                                Property Description/Input

                                                                Data List name

                                                                Specify a name for the data list.

                                                                Reference Key

                                                                Reference Keys are arbitrary text strings used as internal identifiers for the content. They are locale independent; the reference key name does not change for an object supported in multiple locales.

                                                                Select the field and accept the default value supplied by Knowledge Advanced. You can also specify a string to use as an internal identifier.

                                                                Data List Type

                                                                Select Content Type from the drop-down list.

                                                                Knowledge Advanced displays the Sort by and Data List Items fields.

                                                                Content Type

                                                                Select the Content Type that contains the attribute you want to reference from the drop-down menu, for example FAQ, Manual or KCS.

                                                                Display Source

                                                                Select the display value of the desired attribute from the list of attributes defined for the selected Content Type.

                                                                Sort Source

                                                                Select the attribute that you want to sort by from the list of attributes defined for the selected Content Type.

                                                                Default values source..Equal or Not Equal

                                                                Specify the attribute value to use as the default value for the list. For example, specify //ADDRESS/ST=CA to define CA as the pre-selected default value.

                                                                  Add Data List Items

                                                                  Use the following procedure to add data list items.

                                                                  1. At the Data List Management page, select the list to which you want to add items and then select the Manage Data Lists link in the Actions column.

                                                                    The Data List Items Management page displays.

                                                                  2. At the Data List Item Management page, complete the fields.

                                                                    The Data List Item Fields table follows this procedure and describes the Data List Item Management fields.

                                                                  3. Select Save data items. The data list item displays on the Data List Item Management page.

                                                                  4. Use the box in the Select column to select data list items to Delete, or move Up and Down to change the order of list items.

                                                                  The following table describes the fields on the Data List Item Management page.

                                                                  Table Data List Item Fields

                                                                  Field Description/Input

                                                                  Display String

                                                                  Enter the string to display to end users.

                                                                  Value

                                                                  Enter the value of this data string; which can be literal, or any primitive type or data. Attributes can be any alphanumeric string; however, spaces and punctuation are not allowed

                                                                  Is Default

                                                                  Select this checkbox to specify whether this item is pre-selected by default.