3Configuring Knowledge Advanced Features

How to Create Knowledge Advanced Content Types

Content types contain the document definitions and metadata for the types of articles you want to include in your knowledge base. Oracle recommends that you define a simple content type as part of the initial configuration process. You can use this basic article to help define your organization’s requirements for:

  • The types of articles you need.

  • The content structure for each type of article.

  • The content management process, including translation, publishing workflow, and lifecycle requirements for each type of article.

  • Views, products, categories, and types of users that you want to associate with each type of article.

See the Knowledge Advanced Administration Guide for complete information on defining content types.

Creating Content

You must create one or more articles in the Content Type that you defined so that Knowledge Advanced can display that content in Customer Portal and Agent Desktop.

See Creating and Editing Articles in the Knowledge Advanced Users Guide for complete information.

Define Products and Categories

You configure products and categories by defining them and associating them with one another. You add, modify, or delete products by editing the Service Cloud Products/Categories/Dispositions hierarchy. Information on products, categories, and dispositions 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.

Knowledge Advanced contains functionality that works with the configured products and categories to improve search results for customers and agents, including automatic product concept creation and automatic content classification.

For the quick-start process, you:

  • Create a new product, Quickstart 2000.

  • Create a new product, Quickstart 2015, as a sibling of Quickstart 2000.

  • Create a new category, Basic, and associate it with the Quickstart 2000 product.

  • Create a new category, Premium, as a sibling of Basic, and associate it with the Quickstart 2015 product.

You can define products and categories in any order, then edit them to associate them with one another.

To define products and categories:

  1. In the Navigation pane, select Service, then Products/Categories/Dispositions.

    The console displays the Products/Categories/Dispositions tab.

    Note: You do not need to define dispositions for the quick-start process.
  2. Click with your cursor in the Products area, then select New from the ribbon menu.

    The console displays the New Product window, with Visibility options highlighted.

  3. Enter the Name as Quickstart 2000

  4. Enter that the new product be visible in the configured interface for both administration purposes and to end users.

  5. Select Description from the New Product ribbon menu.

  6. Enter a description for the Quickstart 2000 product in the Description field.

  7. Save the new product.

    Create the Sibling Product

    You can define additional products as siblings or children of existing products, to create a product hierarchy that reflects your organization’s requirements. The following example defines a sibling product:

    1. Right-click on the Quickstart 2000 product, and select Add Sibling from the drop-down menu.

      The console displays the New Product window

    2. Enter the Product Name as Quickstart 2015, and enter the Visibility options as described in the previous section.

    3. Enter a product description in the Description field.

    4. Save and close the product.

    The Product tab displays the new products as siblings in the hierarchy.

      Create a Category

      You define categories in a hierarchy that reflects your organization’s requirements. The examples in this section show how to define categories and associate them with products.

      To define a category:

      1. Click with your cursor in the Category area, then select New from the ribbon menu.

        The console displays the New Category window.

      2. Select the Visibility options, then:

        1. Enter the Category Name as Basic.

        2. Select the options to make the category be visible in the configured interface for both administration purposes and to end users.

      3. Select Description from the New Category ribbon menu, and enter a description for the Basic category.

      4. Select Product Links from the New Category ribbon menu.

        The New Category window displays the product linking options.

      5. Select the Quickstart 2000 product.

      6. Save and close the Category.

      The Quickstart 2000 product and the Basic category are now associated with one another.

        Create the Sibling Category

        You can define additional categories as siblings or children of existing categories to create a hierarchy that reflects your organization’s requirements. The following example defines a sibling category:

        1. Right-click on the Basic item, and select Add Sibling.

          The console displays the New Category window.

        2. Enter the Category Name as Premium, then enter the Visibility and Description as described in the previous section.

        3. Select Product Links, then select the Quickstart 2015 item.

        4. Save and close the category.

        The Quickstart 2015 product and the Premium category are now associated with one another.

          Define Service Level Agreements and Access Levels

          Service Level Agreements (SLA) determine the type and amount of support you offer your customers. You must define an SLA to associate with Customer Portal users. This section describes how to define a simple SLA that you can use to validate Knowledge Advanced.

          Important: When you set up the Service Cloud Service Level Agreement for Knowledge Advanced, you must select all options under Access. Access levels set up in Service Cloud appear in Knowledge Advanced when you set up User Groups.

          For complete information on SLAs, see the information on Service Level Agreements in the Service Cloud User Guide.

          To define an SLA:

          1. Select Service Level Agreements from the Service Level Agreements folder under Service.

            The console displays the Service Level Agreements tab.

          2. Select New.

            The console displays the Service Level Agreement - Edit page.

          3. Enter the service level agreement options as shown in the Service Level Agreement Options table at the end of this procedure.

          4. Confirm that the Response Requirement Settings display as shown here:

            • Interface — <configured interface>

            • Language — English (US)

            • *Label — Quickstart SLA

            • Response Requirement — Edit (Using Default)

          The following table lists the ten options and the required action for each to define the service level agreement.

          Table Service Level Agreement Options

          Option Action

          Service Level Name

          Quickstart SLA

          Active

          Select this option

          Self-Service

          Select this option

          Chat Incidents

          Enter 10

          CSR Incidents

          Enter 10

          Email Incidents

          Enter 10

          Self Service Incidents

          Enter 10

          Total Incidents

          Enter 40

          Term (Duration)

          7 Days

          Access

          Select all. You use Access levels to set up user groups.

          Configuring Knowledge Advanced User Groups and Web Roles

          You must define Knowledge Advanced user groups and web roles and associate them with Customer Portal users to enable those users to access Knowledge Advanced functionality. Complete information on defining user groups and web roles 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.

          Updating Knowledge Advanced Configurations

          Configuring Knowledge Advanced requires that you associate various Knowledge Advanced objects with one another. Depending on the number of objects you configured and the order in which you configured or updated them, you will need to update one or more of the following:

          • Views

          • Console roles

          • Content types

          You will need to update views, roles, and content types with the following entities that you defined and configured during the initial implementation process:

          • User groups

          • Products

          • Categories

          • Locales