1Configuration Overview

Configuring Knowledge Advanced

Knowledge Advanced provides advanced content management, authoring, search, and analytics features that you can implement within Service Cloud. You must configure Knowledge Advanced Authoring to operate within Service Cloud by creating and configuring Knowledge Advanced objects, such as:

  • Views

  • Locales

  • User Roles and Groups

  • Content Types

You must then associate these objects with various Service Cloud objects, including:

  • Interfaces

  • Navigation Sets

  • Users and Profiles

  • Products and Categories

  • Service Level Agreements (SLAs) and Access Levels

  • Contacts

    The Configuration Process

    This guide provides a basic process and simple examples to help you to quickly configure and validate a minimum set of Knowledge Advanced functionality. The process described in this guide is appropriate for both new users who are configuring Knowledge Advanced in a newly-provisioned Service Cloud environment and current users who are configuring Knowledge Advanced in an existing Service Cloud environment.

    The examples in this guide assume that:
    • You are configuring Knowledge Advanced for use with your primary Interface.

    • The locale of your primary Interface is English_United States.

    Service Cloud environments are highly configurable, and your environment may vary from the examples in this guide, especially if your environment is partially or completely configured, or has any customization applied.

    You can repeat the processes described in this guide to incrementally modify and refine your configuration until it meets your organization’s requirements. Many of the objects that you define and configure in this process are also used in ongoing administration and operational tasks.

      Required User Accounts and Privileges

      Oracle defines a special administrator account as part of the provisioning process. The user name for the special administrator account is always administrator, and the password is set during the provisioning process. You need to use this account to perform many of the initial Knowledge Advanced configuration processes.

      The process of setting up of your Service Cloud environment is described in the Service Cloud User Guide. See Documentation for Oracle Service Cloud Products (Answer ID 5168) to locate the documentation for your specific release, then use the Documentation Library or the Online Help User Guide link to locate the relevant topics.

      Although your environment may have accounts and profiles with the required privileges to perform many of these steps, you can use the administrator account to perform all of the following processes without needing to verify account permissions:

      • Creating Views

      • Associating Locales with Languages

      • Associating Interfaces with Views and Locales

      • Creating Profiles

      • Defining Console Roles

      You will also need to create user accounts to create and view Knowledge Advanced content and perform operational and administration tasks.

      Service Cloud Console Login Requirements

      If you are a new user, you must download, install, and sign in to Service Cloud as the site administrator to begin the configuration process. Information on downloading and logging into Service Cloud is contained in the Service Cloud User Guide. See Documentation for Oracle Service Cloud Products (Answer ID 5168) to locate the documentation for your specific release, then use the Documentation Library or the Online Help User Guide link to locate the relevant topics.

      If you are a current user, you must sign in to your existing Service Cloud console as the site administrator.

      Access Knowledge Advanced in the Service Console

      Most Knowledge Advanced features are located under Configuration in the Service Cloud console.
      Note: There are some configuration settings that you need to specify or verify in console locations other than the Knowledge Advanced screens.

      To access Knowledge Advanced in the Service Cloud console:

      1. Select Configuration in the lower-left portion of the Navigation pane.
        Note: The Configuration item may appear as a menu item or button.

        The Navigation pane displays the Configuration items.

      2. Select Service from the Configuration menu, then select Knowledge Base, then Authoring. The console displays the Authoring tab.

      You can now access the Knowledge Advanced configuration settings.