How You Use Knowledge Management

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

You can also review, optionally edit, and suggest changes to published articles in context of the maintenance tasks that you are executing.

Create and Publish Articles

Knowledge articles are digital documents that can include text, videos, images, infolets, animations, and online interviews.

Within Knowledge Management, there are several departments for which the user can create articles. Knowledge Management and Oracle Maintenance Cloud work with the Internal Help Desk department. This means that you need to create your articles based on the content type of the Internal Help Desk department.

To create a new knowledge article:

1. In Fusion Service, navigate to Knowledge Authoring.
2. Click Create Article on the Authoring page.
3. Select the appropriate content type, and provide the necessary details.
4. Select the user groups that apply.
5. Click Create.
6. Publish the knowledge article.

Note: Knowledge articles must be created and published in content types associated with the Internal Help Desk department to show up in the Maintenance Cloud application.

View Your Knowledge Content in My Maintenance Work

You can navigate to Knowledge Management in the context of a work order by selecting Knowledge Management from the Actions menu for a work order row in My Maintenance Work. Alternatively, you can select the Knowledge Management tab from the Report Work page. The work order description appears as the default text in the search bar, which lets you search for published knowledge articles related to the work.