Knowledge Management Tasks

Complete these tasks related to Knowledge Management features. All of the topics listed in the Documentation column are available in the Oracle Fusion Service library in the Oracle Help Center.

Task	Description	Documentation
Enable Knowledge Management Features	You must set up Knowledge Management so agents and account managers can access and use knowledge articles in service requests and in the Customer Experience for Utilities user interface.	Review all of the tasks listed in the “Enable Knowledge Features” chapter of the Implementing Knowledge Management Guide.
Create an article with the article ID SOL3	There is a book icon that appears in the Financial Summary section of the Overview tab of the Agent Service experience. When clicked, this article opens the Article Reference drawer, and displays the article with the ID SOL3 by default. This article should provide agents with the information they need to help them understand the financial information that is displayed in the Financial Summary section of the Overview tab. If no article exists with this ID, the drawer is empty when the user clicks the book icon.	See Overview of Knowledge Articles in the Using Knowledge Management in the Redwood Experience for more information.