2Configuring Knowledge Advanced within Service Cloud

Defining and Associating Knowledge Advanced and Service Cloud Objects

You configure Knowledge Advanced within Service Cloud by defining and associating various Knowledge Advanced-specific objects and associating them within Service Cloud. Objects that you configure include interfaces, views, navigation sets, and user profiles.

Associating Knowledge Advanced Objects with Service Cloud Interfaces

When you configure Knowledge Advanced, you must associate Knowledge Advanced objects with each Service Cloud interface that you want to make Knowledge Advanced available within.

Interfaces enable your organization to create specific user experiences for various types of users, including support agents and customers. Your organization may use multiple interfaces to support various brands, business units, locales, or agent requirements. Information on multiple interfaces is located 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.
Note: Oracle defines interfaces as part of the provisioning process; you cannot define or configure interfaces from within Service Cloud.

    Identify the Interface to Configure

    The examples in this guide assume that you are configuring Knowledge Advanced for your organization’s primary interface, and that the locale of the interface is en_US (English, United States).

    Every site has a primary interface. The primary interface is typically the first interface that was defined for your organization. If only one interface is defined, it is the primary interface.

    If your organization uses more than one interface, you must configure each Interface that you want to use with Knowledge Advanced separately using the process described in this guide.

    To verify the Interface that you configure for Knowledge Advanced:

    1. Select Repository on the Authoring tab.

    2. Select List under Interfaces in the Repository menu.

      The Interfaces page displays all of the Interfaces defined for your site.

    3. Verify the interface that you want to configure for Knowledge Advanced.

      Create Knowledge Advanced Views

      You must create a view to map Knowledge Advanced objects and functionality to the interface defined for your Service Cloud implementation. Views are a means to logically segregate your knowledge base to conform to your organization’s business requirements. Your organization probably defines view for various brands or business units.

      When you configure Knowledge Advanced, the views that you need to create depend on the number and purpose of the interfaces that your organization uses.

      For example:

      • If you use multiple interfaces to support sites for separate brands or lines of business, you must create a corresponding view for each interface.

      • If you use multiple interfaces to support sites in different languages, or locales, you do not need to define separate views for each.

      This section describes how to define a view to map Knowledge Advanced objects and functionality to your interface. You can rename or delete views to conform to your organization’s requirements.

      To create a view:

      1. In the Repository section of the Authoring tab, select Add under Views.

        The console displays the Repository Views Properties page.

      2. Enter the name, for example Quickstart_View.

        Note: Knowledge Advanced automatically assigns the reference key based on the specified name.
      3. Select Save View Properties in the lower right portion of the page.

      Knowledge Advanced creates the view and lists it on the Repository Views page.

        Reference Keys

        Reference keys are internal identifiers that Knowledge Advanced assigns to various objects. When you create a new object, Knowledge Advanced automatically uses the name of the new object as the default reference key. Knowledge Advanced also checks and ensures that each reference key is unique. Oracle recommends that you accept the default reference key to ensure uniqueness. You can change the reference key before you save the object. If you override the default value, you must enter a unique reference key for the object.
        Note: Reference keys are locale-independent. An object’s reference key does not change when it exists in multiple locales.

          Associate Views and Locales with Interfaces

          Oracle defines one or more interfaces for your implementation as part of the provisioning process. Views and locales are configurable Knowledge Advanced features. You must associate a view and a locale with each interface that uses Knowledge Advanced.

          To associate the view and a locale with the interface:

          1. In the Repository section of the Authoring tab, select List under Interfaces.

            The Repository Interfaces Management page lists the defined interfaces.

          2. Select the interface for your site.

            The Edit Interface page displays Locale Selection and View Selection drop-down menus.

          3. Verify that the interface’s locale is English United States, and select the Quickstart View to associate this view with the interface.

          4. Select Save.

            The console displays the updated information for the interface on the Repository Interfaces Management page.

          Configure Spell Checking for Authoring

          You configure spell checking for Authoring by enabling it in the locale configuration. Spell checking is enabled by default when you activate a locale.

          To configure spell checking for Authoring:

          1. On the Tools tab, click Configure under Locale Management.

          2. From the Locale Management list, select the locale for which you want to enable spell checking.

          3. On the Locale Management page, select the checkbox next to Supports Spell Checking to enable spell checking for this locale.

          4. Click Save Locale Properties.

            Creating Knowledge Advanced Navigation Sets

            You must create or modify navigation sets to enable users to access Knowledge Advanced functionality. Navigation sets are logical containers of Oracle Service Cloud functions and their associated menu items that you can then assign to various types of users. You assign a navigation set to a user by associating the set with the user’s profile. This section provides information on defining navigations sets for:

            • Knowledge authors, which you must have for the initial configuration and validation process

            • Knowledge analysts, which you will need to use Knowledge Analytics

              Working with Navigation Sets

              If you are an existing customer, you already have navigation sets defined in your environment.

              Navigation sets are flexible, enabling you to include, exclude, and organize the various objects that you want to make available to users in many different hierarchies. All users of a single profile will have the same navigation set; however, administrators can grant users permission to customize their navigation sets.

              Configuring and using navigation sets is described in detail 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.

                Define a Knowledge Advanced Author Navigation Set

                You should create a simple navigation set for basic Knowledge Advanced authoring and content management users. You can create a basic navigation set for authors based on typical default settings. If you are modifying an existing navigation set, you can follow the procedure in this section to add the items that a Knowledge Advanced author requires.

                To create or edit the navigation set:

                1. Select Navigation Sets from the Application Appearance menu under Configuration in the Navigation pane.

                  The console displays the Navigation Sets Explorer, which lists all existing navigation sets in a folder hierarchy.

                2. Select New from ribbon menu.

                  The console displays the New Navigation Set page.

                  The default navigation set may contain more items. Oracle recommends that you retain all of the items present in the default set for the initial configuration, then refine the navigation sets as you determine your organization’s requirements for authors and other Knowledge Advanced users.

                3. Select the Configuration item in the upper right pane.

                4. Locate and expand the Service folder in the lower right pane, and within the Service folder, locate and expand the Knowledge Base folder.

                  Note: The default navigation set folders may already include the required Knowledge Advanced items. You do not need to remove any items from the default set.
                  If the lower right pane does not contain the Service folder, you can create one. To create a Service folder:
                  1. Select New Folder, and add a Service folder to the folder the hierarchy.

                  2. Add another new folder under Service and name it Knowledge Base.

                  3. Expand the Components node in the left pane, then expand the Service folder to make the Knowledge Advanced items available to add to a new Navigation Set.

                5. Use the Add button to add the contents of the Service and Knowledge Base folders to the new navigation set. Ensure that the navigation set includes the following items:

                  • Authoring

                  • Collection Setup

                  • Improve Search Query

                  • Intent Builder

                  • Search Configuration

                6. Select Save in the ribbon menu, name the new navigation set, for example: Quickstart Nav, and save it.

                You can edit this navigation set at any time to add to, remove, or re-organize the objects.

                  Define an Analyst Navigation Set

                  Knowledge analysts need to have access to the Knowledge Advanced packaged reports and components. You can create a simple navigation set for analysts based on typical default settings. If you are modifying an existing navigation set, you can follow the procedure in this section to add the items that a Knowledge Advanced analyst requires.

                  To create or edit the navigation set:

                  1. Select Navigation Sets from the Application Appearance menu under Configuration in the Navigation pane.

                    The console displays the Navigation Sets Explorer, which lists all existing navigation sets in a folder hierarchy.

                  2. Select New from ribbon menu:

                    The console displays the New Navigation Set page.

                  3. Select the Analytics item in the upper right pane.

                    The left pane displays the objects available in your environment, including:

                    • Public Reports

                    • Components

                    You can edit this navigation set at any time to add to, remove, or re-organize the objects.

                  4. Locate and expand the Public Reports folder, then locate and expand the OKCS folder

                  5. Add the contents of the OKCS folder to the navigation set.

                  6. Locate and expand the Components folder, then locate and expand the Analytics folder.

                  7. Add the Advanced Searches Summary component to the navigation set.

                  8. Select Save in the ribbon menu, name the new navigation set, for example: KA Analyst Nav, and save it.

                    Create Knowledge Advanced Profiles

                    You must create profiles within Service Cloud to enable the various types of Knowledge Advanced users to access, create, and manage Knowledge Advanced features and objects. Information on configuring and using navigation sets, profiles, and staff accounts 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.

                    Oracle recommends that you create a Knowledge Advanced author profile during the initial configuration process. You can create additional user profiles to meet your organization’s requirements at any time after initial configuration.

                    You create profiles using the Profiles page under Staff Management in the Configuration area to specify options and parameters for:

                    • Interfaces

                    • Permissions

                    • Analytics

                    To create the Knowledge Advanced author profile:

                    1. Select Staff Management under Configuration, then select Profiles.

                      The console displays the Profiles tab.

                    2. Select New from the ribbon.

                      The console displays the Profile Interfaces - Edit page, or the most recently visited Profile Interfaces page. If the Profile Interfaces - Edit page is not displayed, select Interfaces from the ribbon menu.

                      The console displays the Profile Interfaces - Edit page.

                    Specify Profile Interfaces Options

                    Enter the following interfaces options for the profile:

                    1. Enter the profile name in the Name field, for example: Quickstart Author.

                    2. In the Interfaces table, verify that Interfaces column lists the correct interface and that the Language column lists English (US).

                    3. Select the ! icon in the Label column to use the specified Name as the Label.

                    4. Select the Search icon to open the Navigation Set popup, then select the Knowledge Advanced navigation set (Quickstart Nav).

                      The Profile Interfaces - Edit page displays the specified set.

                    Note: You do not need to specify Workspaces, Add-Ins, Deployment, or Other options.

                      Enter Author Profile Permissions

                      Enter the following permissions options for the authoring profile:

                      1. Select Permissions from the ribbon menu.

                        The console displays the Profile Permissions - Edit page.

                      2. Select the permissions in the Permissions tab using the examples in the following table.

                        The following table lists the permissions you must select for the authoring profile.

                        Table Author Profile Permissions

                        Category Permissions

                        Administration

                        Administration, Business Processes

                        Organizations

                        All

                        Contacts

                        All

                        Service

                        Oracle Knowledge:

                        Select All, including:

                        Authoring

                        Search Administration

                        Intent Builder

                        Intelligent Search Query

                        More Options:

                        Select All, including:

                        SLA - Add / Disable / Delete

                        Opportunities

                        None

                        Outlook Integration

                        None

                        Tasks

                        None

                        Custom Objects

                        None

                        Enter Analytics Profile Options

                        Enter the following options for the analytics profile:

                        1. Select Analytics from the ribbon menu.

                          The console displays the Profile Analytics - Edit page.

                        2. Click Select All next to Analytics.

                        3. Select the check box for OKCS under the Open column in the Reports section.

                        4. Save the Profile.

                          Create the Knowledge Advanced Author User

                          You must create a Knowledge Advanced author user and assign the Knowledge Advanced profile to that user.

                          To create the author user:

                          1. Select Staff Management under Configuration, then select Staff Accounts by Group or any of the Account reports.

                            The report displays all of the defined user accounts.

                          2. Select New in the ribbon menu.

                            The console displays the Account Details Edit page.

                          3. Complete the fields as shown in the following example.

                            The following table provides examples of the information to enter for the Quickstart author user profile.

                            Table Quickstart Author User Definition

                            In this field... Enter or Select...

                            User Name

                            Quickstart Author

                            Password

                            any valid password

                            First Name

                            Quickstart

                            Last Name

                            Author

                            Display Name

                            Quickstart Author

                            Profile

                            Quickstart Author

                            Group

                            If you do not have an appropriate Group available, use the Search icon to open the Account Groups dialog, then use the New Group button to create a new Group.

                            Default Currency

                            US Dollar (USD)

                            Default Country

                            United States (US)

                          Define Knowledge Advanced Console Roles

                          You use Knowledge Advanced console and web user roles to enable users access to various features. Console user roles enable access to Knowledge Advanced features within the Service console. Web roles enable access to Knowledge Advanced features within Customer Portal. See the Knowledge Advanced User Guide for more information.

                          You must define one or more console roles and associate the roles with Service Cloud profiles to enable users to access Knowledge Advanced features.

                          To define a console role:

                          1. Select Service under Configuration, then select Knowledge Base, and Authoring.

                            The console displays the Authoring tab.

                          2. In the Users section, select Add under Console Roles.

                            The console displays the Security Role Properties page.

                          Enter the Author Profile

                          To define a profile for the console role:

                          1. Define the Profile Name by selecting the Quickstart Author profile from the drop-down menu.

                          2. Select the following permissions, which are required for the quick-start process. You can edit roles to add other permissions at any time.
                            Note: You do not need to specify any Search Optimization and Administration Activities.

                          The following table lists the activities and privileges you must select for each category in each section of the author profile.

                          Table Quickstart Author Profile Activities and Privileges

                          Section

                          Category

                          Activity and Privilege

                          Repository Management Activities

                          Manage Categories

                          View Repository Category

                          Manage Data Lists

                          View Data Lists

                          Manage Tasks

                          All

                          Manage Tokens

                          All

                          Manage Views

                          View Repository Views

                          Content Management Activities

                          Manage Content

                          Activity and Privilege

                          Repository Content Type Privileges

                          FAQ

                          All

                          KCS

                          All

                          This option only appears after you define one or more Content Types.

                          Manual

                          All

                          Promotion

                          All

                          Repository Workflow Approval Steps

                          Standard Workflow

                          All

                          This option only appears after you define one or more Content Types that use either the default standard publishing workflow, or a workflow defined for your organization.

                          Collaboration and e-Marketing Activities

                          Manage Recommendations

                          All

                            Configuring IDCS OAuth Support for the Knowledge REST API

                            You can configure the Knowledge Advanced REST API to use IDCS OAuth 2.0 authentication. You can use IDCS OAuth 2.0 authentication only to authenticate agent users. Developers can create applications that use IDCS OAuth tokens to authenticate agent users' access to REST API functions.
                            Note: Service Cloud and Knowledge Advanced support only Oracle Identity Cloud Service (IDCS) as the identity provider for OAuth 2.0 authentication.
                            To enable user authentication using the OAuth 2.0 authentication framework, you must complete this process:
                            • You must configure IDCS OAuth authentication in the Service Cloud application in which you have implemented Knowledge Advanced o allow OAuth with IDCS as an identity provider. You must have access to the Service Cloud administration interface. See Using OAuth Authorization to Access the Connect REST API for more information.

                            • You must get a signing certificate from the IdP that you have configured for Service Cloud. You can use the Service Cloud administration interface to get the signing certificate.

                            • You must add the signing certificate to the Knowledge Advanced application configuration.

                              Get the Signing Certificate

                              You can use the Service Cloud administration interface to get the Oracle Identity Cloud Service (IDCS) signing certificate.

                              To get the IDCS signing certificate, do the following:
                              1. Login to the administration interface as an administration user.

                              2. Navigate to Single Sign-On Configuration.

                              3. View the OAuth tab.

                              4. Select the IDCS identity provider from the Identity Providers list.

                              5. Expand the Certificates panel to view the signing certificate, which is located at the top of the Certificate field.

                              6. Copy and save the certificate.
                                Important: The certificate is stored in the Privacy Enhanced Mail (PEM) format. You must preserve this format to use the certificate in the Knowledge Advanced configuration. Ensure that you copy the entire certificate, including the lines -----BEGIN CERTIFICATE----- and -----END CERTIFICATE----- exactly as formatted in the field. Do not add any characters, spaces, or lines.

                                Add the Signing Certificate to the Knowledge Advanced Configuration

                                To add the signing certificate to the Knowledge Advanced configuration, follow these steps:
                                1. Navigate to the Knowledge Advanced Configuration page in the administration interface.

                                2. Select Tools, System, Configure, then select Oracle IDCS OAuth Configuration.

                                3. Select the Enable use of OAuth Tokens from Oracle Identity Cloud Service (IDCS) check box.

                                4. Paste the signing certificate in the OAuth Signing Certificate used for validating OAuth tokens field. Ensure that you retain the Privacy Enhanced Mail (PEM) format, as shown in the example:

                                  -----BEGIN CERTIFICATE-----
                                  MIIDQzCCAiugAwIBAgIGAU+7bWHIMA0GCSqGSIb3DQEBCwUAMFExGzAZBgNVBAoTEk9yYWNsZSBDbJwb3J
                                  hdGlvbjEhM8GA1UECxMYaWRlbnRpdHkub3JhY2xlY2xvdWQuY29tMQ8wDQYDVQQDEwZHbG9YWwwHhcNMTU
                                  wOTExMDgwMjMxWhcNMjUOTExMDgwMjMxWjBRMRswGQYDVQQKExJPcmFjbGUgQ2ycGyYXRpb24xITAfBgNV
                                  BAsTGGlkZW50aXR5Lm9yYWNsZWNsb3kLmNvbTEPMA0GA1UEAxMGR2xvmFsMIBIjANBgkqhkiG9w0BAQEFA
                                  AOCAQ8AMIIBCgKCAQEAxWVFlx+E925RYQjPnKpKtLqUonJMI/xyM14Orly9RzpcaXX7ajEkgMAzffL3rsv
                                  BQkPLmO0vHIHs4KNdWoVUmbLZerjDdfLZQl3FZuXcZXtzVOLBV2SNp/k23VgyGN7+8tiAJWC9SFIPBdWD8
                                  U2dxqM9izSEn9pvoMyR5iyaEoZepazJQPLysF23g1/I8Bo2EUAHdO5atfGfTYQbZPSOBWiq09QYwMRBuI0
                                  Ye0TI3GwYs1x3/2LoporOj+fkYCl4k4JK2ifk+TA5o29cdNSuSoA7rTZL3u+dNw0c6OPxvW6LtCn4RpieZ
                                  Th7W2sYLg8ozBwd3PHNTwIDAABoyEwzAdBgNVHQ4EFgQUi9Fzo9g57klDG3Kv0nK+8IhbtrIwDQYJKoZhv
                                  cNAQELBQADggEBAKx9ZvbGiQbO/BfgdlXwloqwjZHT3Byr91Pqp0zXrdg/QaUMIOiJQ8A85d5ptccpgNrY
                                  zIukSdFURP0kgyNzdFBZ9/muhSkiFBdfBBdEwqXprdZBHcwWng9t2iww4tvzVhw06ZcIYyGUo8/e8erXmi
                                  Ot9WeFh7utQg+yKw01vaP73ApCpMuQjxTh7QgQNh02Xo+1QStYLFGcv+ZqHhTZwqOndZiQ68t7JcbGaZmN
                                  MKwR4Z1o+RZ+4Ffa8d9rH1OiXWNBukGawQdcfZWNlUWcA7ntRSCfKP5UeDcNpHBDCVZSTvnpAEB42iTuRu
                                  WuA5Lq0rTDxapmzI=
                                  -----END CERTIFICATE-----
                                  
                                5. Save the new configuration.

                                6. Validate the configuration by following these steps:

                                  • Retrieve an OAuth token for a user from the configured IDCS.

                                    You can use the process described in the step to obtain an access token in the section Working with OAuth 2 to Access the REST API in the REST API for Oracle Identity Cloud Service guide. See Documentation for Oracle Identity Cloud Service to locate the relevant topic.

                                  • Use the token to send a request to the Knowledge REST API, and verify the response to the request.

                                    You can use the process described in Authenticating and Authorizing the Agent User using OAuth 2.0 in the Authenticate section of the REST API for Oracle Service Cloud Knowledge Advanced guide. See Documentation for Oracle Service Cloud Knowledge Advanced (Answer ID 8156) to locate the documentation for your specific release, then use the Documentation Library or the REST API Library link to locate the relevant topics.