Implement Knowledge Management in My Maintenance Work

You can leverage Knowledge Management's knowledge repository in My Maintenance Work, as part of the maintenance work order execution process.

Oracle Knowledge Management is a comprehensive solution designed to help organizations manage, create, and distribute knowledge content effectively. It provides a centralized repository for storing and accessing knowledge articles, documents, and other informational content. It enables organizations to deliver accurate and consistent information across various channels, including customer support, self-service portals, and internal teams.

You can refer to the following Knowledge Management links to understand implementing Knowledge Management in My Maintenance Work:

• Read Get Started with Knowledge.
• Read the Enable Knowledge with Redwood User Interface Feature documentation.
• Read Implementing Knowledge Management with the Redwood User Experience.
• Watch the Enabling Fusion Knowledge with the Redwood User Experience video.
• Watch the Basics of Fusion Knowledge Management Users video.

Classic Vs. Redwood

Knowledge uses two sets of UIs: Classic and Redwood. The Classic UI doesn't require enabling, but the Redwood UI requires enabling. Refer to the following document for the process to enable the Redwood UI: Enable Knowledge Management in Redwood User Experience.

Manage Content Types

Content types define the structure of articles in your knowledge base. A content type definition serves as an authoring template for articles that serve a specific purpose.

Within Knowledge Management, you can create articles for several departments. Knowledge Management and Oracle Maintenance Cloud work with the Internal Help Desk department. This means that your articles must be created using content types associated with the Internal Help Desk department. Note that you will have to create at least one content type to use Knowledge in Oracle Fusion Maintenance Cloud.

Refer to the following document on creating content types: Create Additional Custom Content Types.

Manage Roles

Knowledge Manager is a predefined job role that gives a user the ability to administer and analyze knowledge use for the Asset Lifecycle Management application. Most organizations have at least one user with this role.

Additionally, you may want to create at least one custom role that contains a set of duty roles and privileges to let the user create and update knowledge in your custom content types. Note that a user with the Knowledge Manager role does not need this custom role. The custom role is meant to create a more focused authoring role that does not have all of the additional access that Knowledge Manager gives a user.

Add the following function security policies:

• Access Knowledge Home in Service with Redwood User Interface.
• Knowledge Authoring with Redwood User Interface (if using Redwood Knowledge).

Add the following data security policies:

• Knowledge Department Internal Help Desk.
• Data Resource: Knowledge Departments.
• Data Set: Select by instance set.
• Condition Name: Access to the Internal Help Desk department.
• Actions: Access Content with Department.
• Knowledge Content Type: YOUR_CUSTOM_CONTENTTYPE.
• Data Resource: Knowledge Content Types.
• Data Set: Select by key.
• Primary Key Value: YOUR_CUSTOM_CONTENTTYPE.
• Actions: Select all actions that you want a user with this role to be able to perform with your custom content type.

Add these duty roles into Role Hierarchies:

• ORA_ZCA_ACCESS_GROUPS_ENABLEMENT_DUTY
• ORA_CSO_KNOWLEDGE_AUTHORING_DUTY

Run the Import User and Role Application Security Data process job.

Refer to the documentation on Predefined Knowledge Roles and watch the Basics of Fusion Knowledge Management Users for more information on the topic.

Define Locales

You can associate locales with your authors. Locales help you differentiate knowledge content by language, country, or region. This differentiation helps you make Knowledge available to users who speak varied languages and are located in different countries or regions.

Log in as Knowledge Manager. You should see the following tasks under the Knowledge tab if you have Redwood Knowledge enabled:

• Authoring Classic
• Authoring (Redwood only)
• Knowledge Task (Redwood only)
• Knowledge User
• My Knowledge Classic

Select Knowledge User and search for your user. Highlight and add all the locales that you want to add for the user.

Refer to the following documents for more information on the topic:

• Enable Locales
• Assign Locales to Users

Manage Categories

Create categories to help segregate hardware and software service requests. You can then create further categories, and hierarchical categories within each category. Please refer to the following documents for more information on the topic:

• Overview of Categories
• Set Up Products, Categories and Knowledge Articles

Secure Knowledge

In security model terms, a user group is like a privilege, which you define in a data security policy (DSP) within a role. You add users to user groups by assigning them to roles that contain user group data security policies. We recommend that you create new roles when you set up user groups.

Refer to the How do I implement user groups in Knowledge? document for more information on the topic.

You can next assign user groups to knowledge articles. A user has to be part of at least one of the user groups associated with an article to be able to see it. Articles with the Everyone user group are available to everyone.

Enable Knowledge Management in Maintenance

Knowledge Management enabling is controlled by Visual Builder Studio (VBCS). A user with appropriate privileges needs to enable the following pages in Visual Builder Studio:

• Work Assignments Review
• Work Order Container