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.
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:
Select Repository on the Authoring tab.
Select List under Interfaces in the Repository menu.
The Interfaces page displays all of the Interfaces defined for your site.
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.
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:
In the Repository section of the Authoring tab, select Add under Views.
The console displays the Repository Views Properties page.
Enter the name, for example Quickstart_View.Note: Knowledge Advanced automatically assigns the reference key based on the specified name.
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.
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:
In the Repository section of the Authoring tab, select List under Interfaces.
The Repository Interfaces Management page lists the defined interfaces.
Select the interface for your site.
The Edit Interface page displays Locale Selection and View Selection drop-down menus.
Verify that the interface’s locale is English United States, and select the Quickstart View to associate this view with the interface.
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:
On the Tools tab, click Configure under Locale Management.
From the Locale Management list, select the locale for which you want to enable spell checking.
On the Locale Management page, select the checkbox next to Supports Spell Checking to enable spell checking for this locale.
Click Save Locale Properties.
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:
To create the Knowledge Advanced author profile:
Select Staff Management under Configuration, then select Profiles.
The console displays the Profiles tab.
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:
Enter the profile name in the Name field, for example: Quickstart Author.
In the Interfaces table, verify that Interfaces column lists the correct interface and that the Language column lists English (US).
Select the ! icon in the Label column to use the specified Name as the Label.
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.
Enter Author Profile Permissions
Enter the following permissions options for the authoring profile:
Select Permissions from the ribbon menu.
The console displays the Profile Permissions - Edit page.
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
Administration, Business Processes
Select All, including:
Intelligent Search Query
Select All, including:
SLA - Add / Disable / Delete
Enter Analytics Profile Options
Enter the following options for the analytics profile:
Select Analytics from the ribbon menu.
The console displays the Profile Analytics - Edit page.
Click Select All next to Analytics.
Select the check box for OKCS under the Open column in the Reports section.
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:
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.
Select New in the ribbon menu.
The console displays the Account Details Edit page.
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...
any valid password
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.
US Dollar (USD)
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:
Select Service under Configuration, then select Knowledge Base, and Authoring.
The console displays the Authoring tab.
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:
Define the Profile Name by selecting the Quickstart Author profile from the drop-down menu.
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
Activity and Privilege
Repository Management Activities
View Repository Category
Manage Data Lists
View Data Lists
View Repository Views
Content Management Activities
Activity and Privilege
Repository Content Type Privileges
This option only appears after you define one or more Content Types.
Repository Workflow Approval Steps
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
Configuring IDCS OAuth Support for the Knowledge REST API
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.
Login to the administration interface as an administration user.
Navigate to Single Sign-On Configuration.
View the OAuth tab.
Select the IDCS identity provider from the Identity Providers list.
Expand the Certificates panel to view the signing certificate, which is located at the top of the Certificate field.
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
-----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
Navigate to the Knowledge Advanced Configuration page in the administration interface.
Select Tools, System, Configure, then select Oracle IDCS OAuth Configuration.
Select the Enable use of OAuth Tokens from Oracle Identity Cloud Service (IDCS) check box.
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-----
Save the new configuration.
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.