Using Article Configuration
You use the Article Configuration page tab to associated specific Knowledge Management articles with pre-defined locations within Customer 360. The Article Configuration page tab is available only to users with the CSR Manager role.
Managers can use this feature to surface targeted knowledge articles on associated pages, zones, or fields within Customer 360. These articles provide customer service agents with additional information that can help them assist callers. For example, you might attach an article about state and federal payment assistance programs to the Credit and Collections zone of Customer 360.
After an article is associated with a location in the user interface, a small book icon appears in that location. When the customer service agent clicks the book, the article displays in the right pane.
To attach an article to the interface, you need two pieces of information:
-
Article ID
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Location ID
This table lists the pre-defined locations within the user interface where you can attach an article:
| Location ID | Location Description |
|---|---|
| KM -Customer | Use this location to attach articles to the Customer zone. |
| C1CRCO | Use this location to attach articles to the Credit & Collections - Active Process field. |
| C1DACU | Use this location to attach articles to the Dashboard - Customer Balance field. |
| C1DAPT | Use this location to attach articles to the Dashboard - Premise Actions field. |
| C1FIHI | Use this location to attach articles to attach articles to the Financial History - Transactions zone. |
| C1PAAT | Use this location to attach articles to the Payment Arrangements Process Flow - Terms field. |
| KM-PayPlan | Use this location to attach articles to the Payment Plan Rules zone. |
| C1STAP | Use this location to attach articles to the Start Service Process Flow - Auto-Pay field. |
| C1STDP | Use this location to attach articles to the Start Service Process Flow - Deposit field. |
| C1USGA | Use this location to attach articles to the Usage and Billing graph. |
| C1USTA | Use this location to attach articles to attach articles to the Usage and Billing table. |
The Knowledge Management system is part of the Oracle Fusion Service system. For additional information on how to use Knowledge Management features, including how to search for and identify an article ID, see the Using Knowledge Management topics in the Oracle Fusion Service library.
Customer 360 is part of Customer Cloud Service. The zones that are configured for display in your Oracle Utilities customer information system are the zones that appear in Customer 360 in CX for Utilities Agent Service. For additional information about each zone or field where you can attach an article, see the Customer Information section in the Business User Guide associated with your Oracle Utilities customer information system. Documentation for these systems is available in the Oracle Energy and Water Help Center.
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