7Managing Users

About Users and Roles

You can manage users through roles, which control the level of management access you have to Knowledge Advanced, the general authoring abilities you have on a particular Content Type, and what tasks you can perform in a workflow.

Users are assigned either Console roles or Web roles. Console roles are assigned to users who require access to authoring and administrative tasks; Web roles are assigned to external users on the customer portal. Console roles also list one or more user groups to determine what the console user can see in the Customer Portal in the same manner as web roles provide Customer Portal access to web users. This section covers the following topics.

About the Knowledge Advanced Sysadmin Role

The Knowledge Advanced Sysadmin Role console role is a system generated role which does not require any setup and cannot be modified. The Sysadmin Role has the ability to access all knowledge base content and to add any permissions to other profiles. Specifically, a user with the Sysadmin Role can perform the following operations exclusive to the role.

  • Add Permissions to API roles.

  • Add permissions to a console role that the user's own role does not have. Regular users can only see the roles to which they are assigned. A Sysadmin Role user has access to everything.

  • Access the following administrative tools.

    • System Configuration settings

    • Batch Job Status information

    • Full Text Search reindexing and reports

    • Locale Management

    • Tasks & Notifications template editing

Note: The Sysadmin Role appears in the Knowledge Advanced agent console as Default Administration Role.

Assigning the Knowledge Advanced Sysadmin Role

To assign a user the Sysadmin Role console role:

  1. Login as an administrator.

  2. Navigate to the Users tab and click List under the Console Users section.

  3. Find the user to be granted the console role and select the Add Sysadmin Role button associated with that user.

Synchronize Cloud Service users in Knowledge Advanced

You can synchronize Cloud Service users with Knowledge Advanced.

You must have the following permissions to synchronize user accounts:

  • Sysadmin

  • Modify Console Users

To synchronize users from Cloud Service:

  1. Login as an administrator.

  2. Navigate to the Users tab and click Sync Accounts under the Console Users section.

    Cloud Service user accounts are added to the Knowledge Advanced Console Users.

Add Console User Roles

Use the following procedure to define a security role.

  1. Select the Users tab.

    Knowledge Advanced displays the User and Security Management page.

  2. At Console Roles, select Add.

    Knowledge Advanced displays the Security Roles Properties page.

    The Security Role Properties page is divided into the following sets of security properties.

    Specifying Security Role Profile Name

    You specify security role properties using the settings in the Role Information section of the Security Roles Properties page. Specify the Profile Name of the security role, for example Content Editor.

      Selecting Search Optimization and Administration Activities

      You specify search optimization and administration activities for the Knowledge Advanced server and application using the Search Optimization and Administration Activities settings on the Security Roles Properties page. You can select the top-level privilege or select specific sub-privileges.

      Select the Manage Search Administration Settings option to grant all Analytics configuration privileges that allow users to modify, and delete collections and configure Customer Portal, Integration, and Search settings.

      Select the Manage Search Optimization option to grant management privileges for Intents and Question Tuning.

        Selecting Repository Management Activities

        The Repository Management area of the Security Role Properties page provides parameters to perform the following activities.

          Specifying Content Category Management Privileges

          Select the Manage Categories option to grant all content category privileges, or specify individual privileges to allow users to delete, modify, and view category definitions.

            Specifying Content Type Management Privileges

            Select the Manage Content Types option to grant all Content Type privileges, or specify individual privileges to allow users to delete, modify, and view Content Types, Content Type queries, Content Type schema, and associated XSL stylesheets.

              Specifying Data List Management Privileges

              Select the Manage Data Lists option to specify that all data list privileges are available to users having this role, or specify individual privileges to allow users to delete, modify, and view data list definitions.

                Specifying Interface Management Privileges

                Select the Manage Interfaces option to grant all interface management privileges, or specify individual privileges to allow users to modify and view category definitions.

                  Specifying Task Management Privileges

                  Select the Manage Tasks option to grant all task privileges, or specify individual privileges to allow users to view the task Inbox and ignore and assign tasks.

                    Specifying Token Management Privileges

                    Select the Manage Tokens option to grant all token management privileges, or specify individual privileges to allow users to delete, modify, and view tokens.

                      Specifying Workflow Management Privileges

                      Select the Manage Workflow option to grant all workflow privileges, or specify individual privileges to allow users to delete, modify, and view workflow process definitions.

                        Specifying View Management Privileges

                        Select the Manage Views option to grant all view privileges, or specify individual privileges to allow users to add, delete, modify, and view repository view definitions.

                          Selecting User and Security Management Activities

                          Specify user and security management privileges using the following settings on the Security Roles Properties page.

                          Select the Manage Roles option to grant all repository privileges, or specify individual privileges to allow users to add and view Security and Web Roles. For viewing security roles, only the currently-held role or those roles created by that user in the current session can be viewed. Security Roles cannot be deleted.

                          Select the Manage User Groups option to grant all repository privileges, or specify individual privileges to allow users to delete, modify, and view User Groups.

                          Select the Manage Users option to grant all repository privileges, or specify individual privileges to allow users to modify, and view Users and Web Users and Restore Users.

                            Selecting Content Management Activities

                            Specify access to content using the Content Management Activities section of the Security Role Properties page. The content management activities specified for a role determine which content menu options are displayed.

                            Select Global Find and Replace to grant permission for users with this role to create and execute Global Find and Replace operations.

                            Select the Manage Content option to specify that all content management privileges are available to users having this role, or specify individual privileges to allow users to delete, modify, and view content discussions, or view content.

                              About Content Type Privileges

                              You specify repository content type privileges in the Repository Content Type Privileges section of the Security Role Properties page. This section lists each content type currently defined within the repository.

                              Select the appropriate options for each content type. The following table lists and describes the available privileges.

                              Table Content Type Privileges

                              Privilege Description

                              View

                              Allows you to view the Content Type in the Content menu.

                              Translate

                              Allows you to create translated versions of articles in this Content Type for the locales specified in their user profiles.

                              The Translate option of the Content Preview page displays only to authorized users.

                              Publish

                              Allows you to publish or unpublish articles in locales available to you.

                              Modify

                              Allows you to access the Add option in the Content menu.

                              Master Publish

                              Allows a user to publish or unpublish all locales of an article.

                              Manage Content Review Tasks

                              Allows you to create and manage content review tasks.

                              Import

                              Allows you to import data into the Content Type. You must also specify the View Data Menu privilege for users having the Import privilege.

                              Delete History

                              Allows you to remove content history records.

                              Delete

                              Allows you to delete articles from the Content Type.

                              Clear Check Out

                              Allows you to clear check outs by other users.

                              Batch View Update

                              Allows you to update the views associated with multiple articles.

                              Batch Category Update

                              Allows you to update the categories associated with multiple articles.

                                Selecting Workflow Approval Steps

                                You specify workflow process management privileges using the following settings on the Security Roles Properties page.

                                Select the Manage Workflow option to grant all workflow privileges, or specify individual privileges to allow users to delete, modify, and view workflow process definitions.

                                Specify workflow step privileges using the Workflow Approval Step section of the Security Role Properties page. The workflow approval section lists each content type within the repository that has defined workflow steps.

                                You can assign each step to one or more security roles. The repository view determines if the user is authorized to perform the workflow step for the selected repository view.

                                Note: Recommendation tasks are auto-assigned to the owner of the referenced article.

                                When you add a workflow process or a step within a process to a content type definition, you must manually update all security roles that will use the new step.

                                  Selecting Collaboration and E-Marketing Activities

                                  You specify collaboration and e-marketing privileges using the following settings on the Security Roles Properties page.

                                  • Select the Manage Content Type Alerts option to grant all Content Type alert privileges, or specify individual privileges to allow users to delete, modify, send, and view Content Type alerts.

                                  • Select the Manage Forms option to grant all form management privileges, or specify individual privileges to allow users to delete, modify, and view forms.

                                  • Select the Manage Ratings option to grant all rating management privileges, or specify individual privileges to allow users to delete, modify, and view ratings.

                                  • Select the Manage Recommendations option to grant all recommendation management privileges, or specify individual privileges to allow users to delete, modify, and view recommendations.

                                    About Form Privileges

                                    You specify individual form privileges in the Form Privileges section of the Security Role Properties page. The section lists the forms that are currently defined within the repository.

                                    The following table lists and describes the form privileges.

                                    Table Form Privileges

                                    Privilege Description

                                    View

                                    Allows you to view the form in the Content menu.

                                    Modify

                                    Allows you to access the Add option in the Content menu.

                                    Manage Content Review Tasks

                                    Allows you to create and manage content review forms.

                                    Import

                                    Allows you to import data into the form. You must also specify the View Data Menu privilege for users having the Import privilege.

                                    Delete

                                    Allows you to delete forms from the Content Type.

                                    Batch View Update

                                    Allows you to update the views associated with multiple forms.

                                    Batch Category Update

                                    Allows you to update the categories associated with multiple forms.

                                      List and View User Profiles

                                      You can display information about user profiles by using the List option to locate users and selecting individual users from the list to display details.

                                      You can also use the Find function to locate users.

                                      Use the following procedure to display a list of user profiles.

                                      1. Select Web Users or Users > List.

                                        Knowledge Advanced displays the selected users page, which lists all of the Knowledge Advanced users defined in the current repository. Knowledge Advanced creates multiple pages if necessary to accommodate as many users as defined in the system.

                                      2. Select a user profile from the list to display detailed information.

                                        Knowledge Advanced displays the User Properties page.

                                      Knowledge Advanced maintains detailed information about deleted users in the content history and version history pages.

                                        Find User Profiles

                                        You can locate individual users or groups of users by name and user ID using the Find option.

                                        Use the following procedure to locate users.

                                        1. Select Web Users or Users > Find.

                                          Knowledge Advanced displays the selected Find Users page.

                                        2. Enter one or more of the search parameters listed in the User Profiles Search table.

                                          The following table lists the search fields and describes the input for each field.

                                          Table User Profiles Search

                                          Search Field Description

                                          First Name

                                          Enter a complete first name or an abbreviation, such as the first one or two characters.

                                          Last Name

                                          Enter a complete first name or an abbreviation, such as the first one or two characters.

                                          User ID

                                          Enter a User ID or an abbreviation, such as the first one or two characters.

                                          Email Address

                                          Enter a complete email address.

                                          You can restrict the search results by specifying the user’s:

                                          • Default locale

                                          • Status

                                          • Assigned security roles

                                          About User Status

                                          You can view and change the status of individual users defined for your repository. Knowledge Advanced indicates users user status as either Active or Locked.
                                          • Active indicates that the user is able to log in and perform all of their allowed functions.

                                          • Locked indicates that the user login failed more than three times. Knowledge Advanced notifies a system administrator when a user becomes locked. Locked users are not able to log onto Knowledge Advanced until a system administrator resets their status.

                                            About User Profiles

                                            You can edit some properties in the Console and Web user profiles.

                                              About Console User Profiles

                                              You can edit the properties listed in the Console User Profiles table in user profiles.

                                              The following table lists and describes the user profile fields you can edit.

                                              Table Console User Profiles

                                              Field Description

                                              Email

                                              Enter the user's email address.

                                              Default Locale

                                              Select the default locale for this user. The list of supported locales is determined by the repository definition.

                                              Select Content Locales

                                              Select the locales in which this user is authorized to create and edit content.

                                              Users can view articles in any locale; however, they can create and edit articles only in the locales defined in their user profile.

                                              Default View

                                              Select the default view. Available views include the base repository and any other views defined within the base repository. The default view is used when there are multiple views in a repository.

                                              Views

                                              Select the views to enable for this user.

                                              Reporting Group

                                              Specify an optional reporting group for use within Analytics reports. You define Reporting Groups to group users having similar roles and responsibilities, such as Call Center Agent, Web Self Service User, etc. Analytics uses reporting groups to filter users within reports; reporting groups do not control users’ access to content.

                                              Security Roles

                                              Select all applicable security roles to which you want to assign this user.

                                              When assigning security roles, you can assign only the roles to which you (the current user) have access.

                                              Select Forms for Email Notifications

                                              Select any forms for which the user should receive email notifications with the form data any time a form is completed on the web application.

                                              Task Notifications

                                              Select the appropriate notification options for tasks generated by the application. Specify to notify this user:

                                              • About all tasks that the user has privileges to perform.

                                              • About tasks explicitly assigned to this user.

                                              Teams

                                              Specify any work teams to which the user belongs. Assigning a user to a work team simplifies task assignment by limiting the list of available people to those belonging to a selected work team. You cannot assign tasks directly to a work team.

                                              If there are more than 100 work teams, you will see a search box you can use to locate a subset of the work teams.

                                              Send subscription notifications

                                              Use these options to specify how often the user receives email notifications for their subscriptions.

                                                About Web User Profiles

                                                You can edit Web User Profiles as described in the Web User Profiles table.

                                                The following table lists the Web User Profile properties that you can edit.

                                                Table Web User Profiles

                                                Property Description

                                                Default Locale

                                                Select the default locale for this user. The list of available locales is determined by the repository definition.

                                                Default View

                                                Select the default view. Available views include the base repository and any other views defined within the repository.

                                                Security Roles

                                                Select a defined security role to which you want to assign this user.

                                                You can assign only the security roles to which you have access.

                                                Send subscription notifications

                                                Use these options to specify how often the user receives email notifications for their subscriptions.

                                                  Adding MSQ Users

                                                  To add a user who needs access to Manage Search Query (MSQ) to tune user questions, you follow the same procedures to add other types of users, but be sure to include MSQ specifics.

                                                  • Add a new or edit existing Navigation Set for the MSQ user. Make sure to select Manage Search Query (MSQ) to the navigation set.

                                                    For information on Navigation Sets, see the Oracle Service Cloud Knowledge Advanced Implementation Guide.

                                                  • Add Views for the MSQ user. Make sure to select all views.

                                                    For more information, see Add a View

                                                  • Add Locales for the MSQ user. Make sure to select all locales.

                                                    For more information, see Choosing the Working Locale

                                                  • Add User Groups for the MSQ user. Make sure to select all user groups.

                                                    For more information, see About User Groups

                                                  • Create a User Profile for the MSQ user.

                                                    For more information, see List and View User Profiles

                                                  • Add a User Account for the MSQ user.

                                                    At the Navigation panel select Configuration, Staff Management , Staff Accounts by Profile, and then click New. Complete the form, entering the MSQ profile you created in the Profile field.

                                                    For more information on user accounts, see About Required User Accounts and Privileges in the Oracle Service Cloud Knowledge Advanced Implementation Guide

                                                  • Assign a Console (administrator) role for the MSQ user.

                                                    For more information, see Add Console User Roles

                                                    About User Groups

                                                    User groups restrict access to specified content. For example, you could define a management user group, and designate sensitive content at the article level so that it can be accessed only by members of the management user group.

                                                    You can define user groups within Knowledge Advanced to restrict access to specified content to members of the user group.
                                                    Note: User groups are primarily intended to restrict user access to content, for example, by defining members only content. However, you can define user groups to restrict access to content within Knowledge Advanced as well.

                                                    You implement user groups by performing one or both of the following actions.

                                                    • Defining one or more user groups

                                                    • Specifying one or more user groups within security role and web role definitions.

                                                      Add a User Group

                                                      Use the following procedure to add a user group.

                                                      1. At the User tab, select User Groups, and then Add.

                                                        You can also select User Groups, List, and then select Add User Group.

                                                        The User Group Properties page displays.

                                                      2. At the Access Level Name drop-down menu, select a user group.

                                                      3. Select Save User Group Properties.

                                                        The new User Group name displays on the User Groups page.

                                                        Managing User Groups

                                                        You can view, modify or delete existing User Groups.

                                                        Displaying All User Groups

                                                        Perform this step to display all user groups.

                                                        • Select User Groups, then select List.

                                                        The User Groups page appears.

                                                        Modify a User Group

                                                        Use this procedure to modify a user group:

                                                        1. Select User Groups, List, and then select the view you want to modify.

                                                        2. Modify the properties as needed.

                                                        Delete a User Group

                                                        Use this procedure to delete a user group:

                                                        1. Select User Groups, List, and then select the view you want to delete.

                                                        2. Click Delete.

                                                        3. Select Yes at the Confirm Deletion message.

                                                          About User Reputation Levels

                                                          User reputation refers to the ranking of users who create articles for your knowledge system, based on a point or level system. User reputation levels are based on the number of points a user accumulates. You can specify the number of points required for each level, and provide user friendly names for those levels.

                                                          Points are awarded to the user for the following actions.

                                                          • Content that the user has authored

                                                          • The number of views for content that the user has authored.

                                                          • The ratings for content that the user has authored

                                                          • The number of case links for content that the user has authored

                                                          Additionally, users can accumulate points by answering discussion threads, authoring highly rated content, or having postings flagged. Some activities provide a multiplier, so that you can reward points based on the weighting of a specific activity. Points can also be awarded separately for console users and web users.

                                                          You can edit the user reputation model levels for a repository on the User Reputations page.

                                                            Edit the User Reputation Model

                                                            Use the following procedure to edit the User Reputation model.

                                                            1. Select Users > User Reputation > List.

                                                              The User Reputations page displays the default User Reputation levels, Content Rewards (rewards for working with the content), and Discussion Board Rewards.

                                                            2. To modify the default values, select Override Default Reputation Model.

                                                            3. Select Edit Reputation Model.

                                                            4. To edit the Levels, select and then assign values for these fields for each level. See the User Reputation Level Attributes table following this procedure for a list of the user reputation attributes.

                                                            5. To edit the Content Rewards, select and assign values for each activity in the Console Users and Web Users columns. See the Content Reward Attributes table following this procedure for a list of content reward attributes.

                                                            6. To edit the Discussion Board Rewards, select and assign values for each activity in the Console Users and Web Users columns. See the Discussion Board Rewards table following this procedure for a list of discussion board reward attributes.

                                                            7. Click Save Reputation Properties.

                                                              The new values appear on the User Reputations page.

                                                            The following table describes the user reputation level attributes you can edit.

                                                            Table User Reputation Level Attributes

                                                            Field Description

                                                            Level

                                                            Enter another level number, if desired, as well as a user-friendly name. You can also keep the default level number and just add the level name

                                                            Range

                                                            Select the number of points a user must have to belong to this level.

                                                            Description

                                                            Enter a description for the level.

                                                            The following table describes the lists the content rewards attributes you can edit.

                                                            Table Content Rewards Attributes

                                                            Activity Description/Input

                                                            Content Authored

                                                            Enter the number of points to award for each content item the user has contributed.

                                                            Content Viewed

                                                            Enter the number of points to award each time a user's content is viewed.

                                                            Content Rated

                                                            This is the multiplier to use to weight user feedback ratings for content a user has authored. Enter the value for which you want to multiply.

                                                            Case Links

                                                            This is the multiplier to use to weight content a user has authored where a case link exists. Enter the value for which you want to multiply.

                                                            The following table lists describes the discussion board reward attributes you can edit.

                                                            Table Discussion Board Rewards Attributes

                                                            Activity Description/Input

                                                            Message Solved

                                                            Enter the number of points to award each time a user's message provides a solution to an issue.

                                                            Message Helpful

                                                            Enter the number of points to award each time a user's message is helpful in providing a solution to an issue.

                                                            Discussion Board Rating

                                                            This is the multiplier to use to weight user feedback ratings for messages a user has authored. Enter the value for which you want to multiply

                                                            Message Created

                                                            Enter the number of points to award each time a user adds a message to a topic

                                                            Topic Created

                                                            Enter the number of points to award each time a user starts a new topic.