Oracle. Service Cloud Configuring Knowledge Advanced

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1 Oracle Service Cloud Release May 2016

2 Oracle Service Cloud Part Number E Copyright 2015, 2016, Oracle and/or its affiliates. All rights reserved Authors: This software and related documentation are provided under a license for agreement containing restrictions on use and disclosure and are protected by intellectual property laws. Except as expressly permitted in your license agreement or allowed by law, you may not use, copy, reproduce, translate, broadcast, modify, license, transmit, distribute, exhibit, perform, publish, or display in any part, in any form, or by any means. Reverse engineering, disassembly, or decomposition of this software, unless required by law for interoperability is prohibited. The information contained herein is subject to change without notice and is not warranted to be error-free. If you find any errors, please report them to us in writing. If this is software or related documentation that is delivered to the U.S. Government or anyone licensing it on behalf of the U.S. Government, the following notice is applicable: U.S. GOVERNMENT END USERS: Oracle programs, including any operating system, integrated software, any programs installed on the hardware, and/or documentation, delivered to U.S. Government end users are "commercial computer software" pursuant to the applicable Federal Acquisition Regulation and agency-specific supplemental regulations. As such, use, duplication, disclosure, modification, and adaptation of the programs, including any operating system, integrated software, any programs installed on the hardware, and/or documentation, shall be subject to license terms and license restrictions applicable to the programs. No other rights are granted to the U.S. Government. This software or hardware is developed for general use in a variety of information management applications. It is not developed or intended for use in any inherently dangerous applications, including applications that may create a risk of personal injury. If you use this software or hardware in dangerous applications, then you shall be responsible to take all appropriate fail-safe, backup, redundancy, and other measures to ensure its safe use. Oracle Corporation and its affiliates disclaim any liability for any damages caused by use of this software or hardware in dangerous applications. Oracle and Java are registered trademarks of Oracle Corporation and/or its affiliates. Other names may be trademarks of their respective owners. Intel and Intel Xeon are trademarks or registered trademarks of Intel Corporation. All SPARC trademarks are used under license and are trademarks or registered trademarks of SPARC International, Inc. AMD, Opteron, the AMD logo, and the AMD Opteron logo are trademarks or registered trademarks of Advanced Micro Devices. UNIX is a registered trademark of The Open Group. This software or hardware and documentation may provide access to or information on content, products and services from third parties. Oracle Corporation and its affiliates are not responsible for and expressly disclaim all warranties of any kind with respect to third-party content, products, and services. Oracle Corporation and its affiliates will not be responsible for any loss, costs, or damages incurred due to your access to or use of third-party content, products, or services. For information about Oracle's commitment to accessibility, visit the Oracle Accessibility Program website at Oracle customers have access to electronic support through My Oracle Support. For information, visit or visit if you are hearing impaired.

3 Contents Preface 1 Content Management Authoring About Required User Accounts and Privileges About Logging into the Service Cloud Console Accessing Knowledge Advanced in the Service Console Associating Knowledge Advanced Objects with Service Cloud Interfaces Creating Knowledge Advanced Views Associating Views and Locales with Interfaces How to Define Knowledge Advanced Navigation Sets Creating a Knowledge Advanced Author Profile Creating the Knowledge Advanced Author User Defining Knowledge Advanced Console Roles How to Define Content Types for Articles How to Define Products and Categories Creating a Category Defining Service Level Agreements and Access Levels About Defining Knowledge Advanced User Groups and Web Roles Updating Knowledge Advanced Configurations Creating Content Configuring the Customer Portal Configuring Agent Desktop 2 Configuring Search for Knowledge Advanced Configuring Intelligent Search Accessing Search Configuration Settings Configuring Spell Checking Configuring the Maximum Number of Search Results Configuring the Industry Dictionary Configuring Automatic Product Concepts Configuring Automatic Content Classification 3 Enabling Oracle Knowledge Advanced on Customer Portal Enabling Oracle Knowledge Advanced on Customer Portal Prerequisites to Enable Knowledge Advanced on Customer Portal Modify Templates i

4 4 5 Replace or Add the Standard Browse Page Replace or Add the Mobile Browse Page Enable Standard SmartAssistant Enable Mobile SmartAssistant Replace the Standard Home Page Search View Replace the Mobile Home Page Search Modify the Overview Page Add Recent Searches and Spell Check to Standard Search Add Recent Searches and Spell Check to Mobile Search Replace or Add the Standard Answer Page Replace or Add the Mobile Answer Page Add Administrator View for Agent Desktop Add Administrator View for Customer Portal Modify Chat Search Pop-Up Replace Notifications Manager Modify the Profile Page Modify the Mobile Profile Page Suppress Smart Assistant Pre-Filters Change the Answer List to List View Update Widgets How to Add Oracle Knowledge to Your Company s Web Site Configuring Agent Desktop 55 Prerequisites Limiting Incident Knowledge Search Results to Agents Roles Adding the Knowledge Advanced Button Configuring Searches to Filter by Product or Category Displaying Incident References Configuring Content Collections Configuring Content Collections Internal Collections External Collections URL Answers Creating External Collections Using the Collections Wizard Using the Collections Form Defining External Collections Configuring Access to External Collections Specifying Content Acquisition for an External Collection Completing an External Collection Editing an External Collection Deleting or Disabling a Collection Viewing Collection Information

5 Validating External Collections 68

6 Preface Preface Preface This preface introduces information sources that can help you use the application. Oracle Applications Guides To find guides for Oracle Applications, go to the Oracle Help Center at Documentation Accessibility For information about Oracle's commitment to accessibility, visit the Oracle Accessibility Program website at Comments and Suggestions If you find an error or want to suggest enhancements to our documentation, please take one of the following surveys: For web-based user guide, For tutorials, Thank you for helping us improve our documentation. i

7 Chapter 1 Content Management 1 Content Management Content Management Authoring Knowledge Advanced Authoring provides advanced authoring and content management features within a Service Cloud implementation. You must configure Knowledge Advanced Authoring to operate within Service Cloud by creating and configuring Knowledge Advanced objects, such as: Views Locales User Roles and Groups Content Types and associating these objects with Service Cloud objects, including: Interfaces Navigation Sets Users and Profiles Products and Categories Service Level Agreements (SLAs) and Access Levels Contacts About the Configuration Process This guide provides a basic process and simple examples to help you to: Quickly configure a minimum set of functionality Validate the product and the configuration The examples assume that: You are a new Service Cloud customer who is configuring Knowledge Advanced in a newly-provisioned Service Cloud environment or You are a current Service Cloud customer who is configuring Knowledge Advanced in an existing Service Cloud environment and You are configuring Knowledge Advanced for use with your primary Interface The locale of your primary Interface is English_United States Service Cloud environments are highly configurable, and your environment may vary from the examples in this guide for various reasons, including: Your environment is already configured for your organization, and you are updating it to add Knowledge Advanced functionality Your environment is partially configured as part of an ongoing implementation process 1

8 Chapter 1 Content Management You can repeat the processes described in this guide to incrementally modify and refine your configuration until it meets your organization s requirements. Many of the objects that you define and configure in this process are also used in the administration and operational processes described in Working with Knowledge Advanced Features. About Required User Accounts and Privileges Oracle defines a special administrator account as part of the provisioning process; the user name for this account is always administrator, and the password is set during the provisioning process. You need to use this account to perform many of the initial Knowledge Advanced configuration processes. See Initial setup in the Core Features section of the Service Cloud User Guide for more information. Although your environment may have accounts and profiles with the required privileges to perform many of these steps, you can use the administrator account to perform all of the following processes without needing to verify account permissions: Creating Views Associating Locales with Languages Associating Interfaces with Views and Locales Creating Profiles Defining Console Roles This guide also provides instructions for creating a specific user to create Knowledge Advanced content. About Logging into the Service Cloud Console If you are a new user, you must download, install, and sign in to Service Cloud as the site administrator to begin the configuration process. See Downloading in the Core Features section of the Service Cloud User Guide for more information. If you are a current user, you must sign in to your existing Service Cloud console as the site administrator. Accessing Knowledge Advanced in the Service Console Most Knowledge Advanced features are located under Configuration in the Service Cloud console. Note: There are some configuration settings that you need to specify or verify in console locations other than the Knowledge Advanced screens. To access Knowledge Advanced in the Service Cloud console: 1. Select Configuration in the lower-left portion of the Navigation pane: 2

9 Chapter 1 Content Management Note: The Configuration item may appear as a menu item or button. The Navigation pane displays the Configuration items. 2. Select Service from the Configuration menu, then select Knowledge Base, then Authoring: The console displays the Authoring tab: You can now access the Knowledge Advanced configuration settings. 3

10 Chapter 1 Content Management Associating Knowledge Advanced Objects with Service Cloud Interfaces When you configure Knowledge Advanced, you need to associate Knowledge Advanced objects with each Service Cloud interface that you want to make Knowledge Advanced available within. Interfaces enable your organization to create specific user experiences for various types of users, including support agents and customers. Your organization may use multiple interfaces to support various brands, business units, locales, or agent requirements. See Multiple Interfaces in the Core Features section of the Service Cloud User Guide for more information. Note: Oracle defines interfaces as part of the provisioning process; you cannot define or configure interfaces from within Service Cloud. Identifying 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: 1. Select Repository on the Authoring tab: 2. Select List under Interfaces in the Repository menu: The Interfaces page displays all of the Interfaces defined for your site. 3. Verify the Interface that you want to configure for Knowledge Advanced. 4

11 Chapter 1 Content Management Creating Knowledge Advanced Views You must create Views to map Knowledge Advanced objects and functionality to the Interfaces 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 Views 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. For example: 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 View 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: 1. In the Repository section of the Authoring tab, select Add under Views: The console displays the Repository Views Properties page. 2. Specify the name, for example Quickstart_View: Note: Knowledge Advanced automatically assigns the Reference Key value based on the specified name. 3. 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: 5

12 Chapter 1 Content Management About Reference Keys Reference Keys are internal identifiers that Knowledge Advanced Authoring assigns to most of the objects that you create and work with during configuration and administration. When you create a new object, Knowledge Advanced automatically uses the name of the new object as the default reference key: it also checks and ensures that each reference key is unique. Oracle recommends that you accept the default reference key to ensure uniqueness; however, you can change the reference key before you save the object. If you override the default value, you must specify a unique reference key for the object. Note: Reference keys are locale-independent; an object s reference key does not change when it exists in multiple locales. Associating 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: 1. In the Repository section of the Authoring tab, select List under Interfaces: The Repository Interfaces Management page lists the defined Interfaces. 2. Select the Interface for your site: The Edit Interface page displays Locale Selection and View Selection drop-down menus. 6

13 Chapter 1 Content Management 3. Verify that the Interface s Locale is English United States, and select the Quickstart View to associate this View with the Interface: 4. Select Save. The console displays the updated information for the Interface: How to Define Knowledge Advanced Navigation Sets You must create or modify Navigation Sets to enable users to access Knowledge Advanced functionality. Navigation Sets are logical containers of functions and their associated menu items that you can then assign to various types of users. You assign a Navigation Set to a user by associating the set with the user s Profile. This section provides information on defining Navigations Sets for: Knowledge authors, which you must have for the initial configuration and validation process Knowledge analysts, which you will need to use Knowledge Analytics Working with Navigation Sets If you are a new customer, you may have existing Navigation Sets defined in your implementation; if you are an existing customer, you already have Navigation Sets defined in your environment. Navigation Sets are very flexible; you can include, exclude, and organize the various objects that you want to make available to users in many different hierarchies. All users of a single Profile will have the same Navigation Set; however, administrators can grant users permission to customize their Navigation Sets. See Navigation Sets in the Core Features section of the Service Cloud User Guide for more information. 7

14 Chapter 1 Content Management Defining a Knowledge Advanced Author Navigation Set This topic describes how to create a simple Navigation Set for basic Knowledge Advanced authoring and content management users, based on typical default settings. If you are modifying an existing Navigation Set, you can follow the procedure in this section to add the items that a Knowledge Advanced author requires. To create or edit the Navigation Set: 1. Select Navigation Sets from the Application Appearance menu under Configuration in the Navigation pane: The console displays the Navigation Sets Explorer, which lists all existing Navigation Sets in a folder hierarchy. Note: The image below shows that there are no Navigation Sets defined. 2. Select New from ribbon menu: The console displays the New Navigation Set page. 8

15 Chapter 1 Content Management The default Navigation Set set may contain more items than you need; however, we recommend that you retain all of the items present in the default set for the initial configuration, then refine the Navigation Sets as you determine your organization s requirements for authors and other Knowledge Advanced users. 3. Select the Configuration item in the upper right pane: 4. Locate and expand the Service folder in the lower right pane, and within the Service folder, locate and expand the Knowledge Base folder Note: The default navigation set folders may already include the required Knowledge Advanced items; also, you do not need to remove any items from the default set. If the lower right pane does not contain the Service folder, you can create one. To create a Service folder, if necessary: Select New Folder, and add a Service folder to the folder the hierarchy, then add another new folder under Service and name it Knowledge Base 9

16 Chapter 1 Content Management Expand the Components node in the left pane, then expand the Service folder to make the Knowledge Advanced items available to add to the new Navigation Set Note: The illustration below shows the recommended folder structure and contents for the new Navigation Set. 5. Use the Add button to add the contents of the Service and Knowledge Base folders to the new Navigation Set. Ensure that the Navigation Set includes the following items: Authoring Collection Setup Improve Search Query Intent Builder Search Configuration 6. Select Save in the ribbon menu, and name the new Navigation set, for example: Quickstart Nav, and save it. You can edit this Navigation Set at any time to add to, remove, or re-organize the objects. Defining a Knowledge Advanced Creating or Editing an Analyst Navigation Set Knowledge analysts need to have access to the Knowledge Advanced packaged reports and components. This section describes how to create a simple Navigation Set for Knowledge analysts, based on typical default settings. If you are modifying an existing Navigation Set, you can follow the procedure in this section to add the items that a Knowledge Advanced analyst requires. To create or edit the Navigation Set: 1. Select Navigation Sets from the Application Appearance menu under Configuration in the Navigation pane. The console displays the Navigation Sets Explorer, which lists all existing Navigation Sets in a folder hierarchy. 2. Select New from ribbon menu: The console displays the New Navigation Set page. 3. Select the Analytics item in the upper right pane. The left pane displays the objects available in your environment, including: 10

17 Chapter 1 Content Management Public Reports Components You can edit this Navigation Set at any time to add to, remove, or re-organize the objects. Locate and expand the Public Reports folder, then locate and expand the OKCS folder Add the contents of the OKCS folder to the Navigation Set. Locate and expand the Components folder, then locate and expand the Analytics folder. Add the Advanced Searches Summary component to the Navigation Set. Select Save in the ribbon menu, and name the new Navigation set, for example: KA Analyst Nav, and save it. Creating a Knowledge Advanced Author Profile 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. See Navigation sets, profiles, and staff accounts in the Core Features section of the Service Cloud User Guide for more information. We recommend that you create a Knowledge Advanced Author Profile during the initial configuration process; you can then create additional user Profiles to meet your organization s requirements. You create Profiles using the Profiles page under Staff Management in the Configuration area, and by specifying options and parameters for: Interfaces Permissions Analytics To create the Knowledge Advanced Author Profile: 1. Select Staff Management under Configuration, then select Profiles: The console displays the Profiles tab: 2. SelectNew from the ribbon: 11

18 Chapter 1 Content Management 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, selectinterfaces from the ribbon menu: The console displays the Profile Interfaces - Edit page. Specifying Profile Interfaces Options Specify the following Interfaces options for the profile: 1. Specify the profile name in the Name field, for example: Quickstart Author. 2. In the Interfaces table, verify that Interfaces column lists the correct Interface and that the Language column lists English (US). 3. Select the! icon in the Label column to use the specified Name as the Label: 4. Select thesearch icon to open thenavigation Set popup, then select the Knowledge Advanced navigation set (Quickstart Nav): 12

19 Chapter 1 Content Management The Profile Interfaces - Edit page displays the specified set: Note: You do not need to specify Workspaces, Add-Ins, Deployment, or Other options. Specifying Profile Permissions Specify the following Permissions options for the profile: 1. SelectPermissions from the ribbon menu: The console displays the Profile Permissions - Edit page: 2. Select the following permissions in the Permissions tab: 13

20 Chapter 1 Content Management Category Permissions Administration Administration, Business Processes Organizations All Contacts All Service Oracle Knowledge: Select All, including: Authoring Search Administration Intent Builder Intelligent Search Query More Options: Select All, including: SLA - Add / Disable / Delete Opportunities None Outlook Integration None Tasks None Custom Objects None Specifying Analytics Options Specify the following Analytics options for the profile: 1. Select Analytics from the ribbon menu: The console displays the Profile Analytics - Edit page: 14

21 Chapter 1 Content Management 2. SelectSelect All next to Analytics: 3. SelectOKCS in the Reports section: 4. Save the Profile. Creating 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 Knowledge Advanced user: 1. Select Staff Management under Configuration, then select Staff Accounts by Group or any of the Account reports: 15

22 Chapter 1 Content Management The report displays all of the defined user accounts. 2. Select New in the ribbon menu: The console displays the Account Details Edit page. 3. Enter the following information as shown in the examples: In this field... Enter or Select... User Name Quickstart Author Password any valid password First Name Quickstart Last Name Author Display Name Quickstart Author Profile Quickstart Author Group If you do not have an appropriate Group available, use the Search icon to open the Account Groups dialog, then use thenew Group button to create a new Group: Default Currency US Dollar (USD) Default Country United States (US) 16

23 Chapter 1 Content Management Defining 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 Authoring functionality within the Service Console. Web roles enable access to Knowledge Advanced functionality 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: 1. Select Service under Configuration, then select Knowledge Base, and Authoring: The console displays the Authoring tab: 2. In the Users section, select Add under Console Roles: The console displays the Security Role Properties page: 17

24 Chapter 1 Content Management Specifying the Author Profile To specify a profile for the Console Role: 1. Specify the Profile Name by selecting the Quickstart Author profile from the drop-down menu: 2. 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. In this section... For this Category Select these activities and privileges... Repository Management Activities Manage Categories View Repository Category Manage Data Lists View Data Lists Manage Tasks All 18

25 Chapter 1 In this section... Content Management For this Category Select these activities and privileges... Manage Tokens All Manage Views View Repository Views Content Management Activities Manage Content All Repository Content Type Privileges FAQ All This option only appears after you define one or more Content Types. KCS All Manual All Promotion All Repository Workflow Approval Steps Standard Workflow All Collaboration and emarketing Activities Manage Recommendations 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. All How to Define Content Types for Articles Content Types contain the document definitions and metadata for the types of articles you want to include in your knowledge base. We recommend that you define a simple Content Type as part of the initial configuration process. You can use this basic article to help define your organization s requirements for: Types of articles you need Content structure for each type of article Content management process, including translation, publishing workflow, and lifecycle requirements for each type of article Views, products, categories, and types of users that you want to associate with each type of article The complete documentation on defining Content Types is located in the section Using the Repository in Working with Knowledge Advanced Features. 19

26 Chapter 1 Content Management How to Define Products and Categories You must define products and categories, and associate them with one another. You add, modify, or delete products by editing the Service Cloud Products/Categories/Dispositions hierarchy. See Organizing information with products, categories, and dispositions in the Core Features section of the Service Cloud User Guide for complete information on configuring Products and Categories for Service Cloud. Knowledge Advanced contains functionality that works with the configured products and categories to improve search results for customers and agents, including automatic product concept creation and automatic content classification. About Automatic Product Concept Creation Automatic Product Concept Creation uses the Products hierarchy to create product concepts in the Dictionary. Concepts are Dictionary objects that define meanings of words and phrases that occur both in users' questions and in your knowledge base content. Knowledge Advanced automatically updates product concept data when you add or modify a product in the Products hierarchy. You can configure Automatic Product Concept Creation as described inconfiguring Automatic Product Concepts. The default setting is On. About Automatic Content Classification Automatic Content Classification uses the Products hierarchy to identify products in external content collections, and add the product information to the search index metadata. Knowledge Advanced uses the classification data to automatically display products as facets in search results, enabling users to filter results by products they are interested in. You can turn configure Automatic Content Classification as described in Configuring Automatic Content Classification. The default setting is On. About Modifying or Deleting Products When you add or modify a product, Knowledge Advanced automatically updates its classification and product concept data during incremental (near-real-time) content processing. When you delete a product, Knowledge Advanced automatically updates its content classification and Dictionary data during nightly full content processing. During full content processing, Knowledge Advanced executes an internal background job that discovers any deleted products. If the batch job discovers deleted products, Knowledge Advanced automatically updates its classification and product concept data. See Configuring Content Collections for more information on configuring collections of external documents. Defining Products and Categories for the Quickstart Process For the quick-start process, you: Create a new product, Quickstart 2000 Create a new product, Quickstart 2015, as a sibling of Quickstart

27 Chapter 1 Content Management Create a new category, Basic, and associate it with the Quickstart 2000 product Create a new category, Premium, as a sibling of Basic, and associate it with the Quickstart 2015 product You can define products and categories in any order, then edit them to associate them with one another. To define products and categories: 1. In the Navigation pane, select Service, then Products/Categories/Dispositions: The console displays the Products/Categories/Dispositions tab: Note: You do not need to define Dispositions for the quick-start process. 2. Click with your cursor in theproducts area, then select New from the ribbon menu: The console displays the New Product window, with Visibility options highlighted: 21

28 Chapter 1 Content Management 3. Specify the Name as Quickstart Specify that the new product be visible in the configured interface for both administration purposes and to end users: 5. Select Description from the New Product ribbon menu: 6. Enter a description for the Quickstart 2000 product in the Description field: 7. Save the new Product. Creating the Sibling Product You can define additional products as siblings or children of existing products, to create a product hierarchy that reflects your organization s requirements. The following example defines a sibling product: 1. Right-click on the Quickstart 2000 product, and select Add Sibling from the drop-down menu: 22

29 Chapter 1 Content Management The console displays the New Product window. 2. Specify the Product Name as Quickstart 2015, and specify the Visibility options as described in the previous section: 3. Specify a product description in the Description field: 4. Save and close the Product. The Product tab displays the new products as siblings in the hierarchy: Creating a Category You define Categories in a hierarchy that reflects your organization s requirements. The examples in this section define Basic and Premium categories, which are then associated with products. To define a category: 1. Click with your cursor in the Category area, then select New from the ribbon menu: The console displays the New Category window. 23

30 Chapter 1 Content Management 2. Select the Visibility options, then specify: The Category Name as Basic That the new category be visible in the configured interface for both administration purposes and to end users: 3. Select Description from the New Category ribbon menu, and enter a description for the Basic category: 4. Select Product Links from the New Category ribbon menu: The New Category window displays the product linking options. 5. Select the Quickstart 2000 product: 24

31 Chapter 1 Content Management 6. Save and close the Category. The Quickstart 2000 product and the Basic category are now associated with one another. Creating the Sibling Category You can define additional categories as siblings or children of existing categories, to create a hierarchy that reflects your organization s requirements. The following example defines a sibling category: 1. Right-click on the Basic item, and select Add Sibling: The console displays the New Category window. 2. Specify the Category Name as Premium, then specify the Visibility and Description as described in the previous section. 3. Select Product Links, then select the Quickstart 2015 item. 4. Save and close the Category. The Quickstart 2015 product and the Premium category are now associated with one another. Defining Service Level Agreements and Access Levels Service Level Agreements (SLA) determine control the type and amount of support you offer your customers. You must define an SLA to associate with Customer Portal users. This section describes how to define a simple SLA that you can use to validate Knowledge Advanced. For complete information on SLAs, see Service Level Agreements in the Service section of the Service Cloud User Guide. To define an SLA: 1. Select Service Level Agreements from the Service Level Agreements folder under Service: 25

32 Chapter 1 Content Management The console displays the Service Level Agreements tab. 2. Select New: The console displays the Service Level Agreement - Edit page. 3. Specify the following Service Level Agreement options: Option Action Service Level Name Quickstart SLA Active Select this option Self-Service Select this option Chat Incidents Enter 10 26

33 Chapter 1 Content Management Option Action CSR Incidents Enter 10 Incidents Enter 10 Self Service Incidents Enter 10 Total Incidents Enter 40 Term (Duration) 7 Days 4. Confirm that the Response Requirement Settings display as: Interface Language *Label Response Requirement <configured interface> English (US) Quickstart SLA Edit (Using Default) About Defining Knowledge Advanced User Groups and Web Roles You must define Knowledge Advanced User Groups and Web Roles and associate them with Customer Portal users to enable those users to access Knowledge Advanced functionality. See the Knowledge Advanced User Guide for complete information on defining User Groups and Web Roles. Updating Knowledge Advanced Configurations requires that you associate various Knowledge Advanced objects with one another. Depending on the number of objects you configured, and the order in which you configured or updated them, you need to update one or more of the following: Views Console Roles Content Types to associate them with the: User Groups Products Categories Locales that you defined and configured during the initial implementation process. 27

34 Chapter 1 Content Management Creating Content You must create one or more articles in the Content Type that you defined so that Knowledge Advanced can display that content in Customer Portal and Agent Desktop. See Creating and Editing Articles in the Knowledge Advanced Users Guide for complete information. Configuring the Customer Portal You must configure the Customer Portal so that: End-users can access the Customer Portal End-users can access and execute a Knowledge Advanced search The Customer Portal can display Knowledge Advanced search results See Customer Portal in the Service Cloud User Guide for complete information on configuring the Customer Portal and defining end-users. See Enabling Knowledge Advanced on Customer Portal for complete information on configuring the Customer Portal to execute Knowledge Advanced searches and display Knowledge Advanced content. Configuring Agent Desktop You can configure Agent Desktop to add the Knowledge button to the Agent Desktop toolbar for groups of internal users, including support agents and other staff members. Agents and other internal users can use the Knowledge button to search for information on their desktop. See Adding Knowledge Advanced to Users Agent Desktop for complete information. 28

35 Chapter 2 Configuring Search for Knowledge Advanced 2 Configuring Search for Knowledge Advanced Configuring Search for Knowledge Advanced Configuring Intelligent Search You configure Intelligent Search as part of the initial implementation process. Most Intelligent Search functionality is optimized for use within Service Cloud by default; however, you should configure the following features during the implementation process: The Industry Dictionary, which contains the terminology that Intelligent search uses to match users questions to answers in your knowledge base Automatic Product Concepts, which automatically adds products defined in the Service Cloud Products hierarchy to the Dictionary Oracle recommends that you retain the default configuration settings for: Whether to use spell checking when evaluating questions and returning answers The maximum number of search results to display in the user interface Whether to automatically use Products defined in the Products hierarchy to classify external content collections Accessing Search Configuration Settings You access the Search configuration by opening the Search Configuration tab, which is typically included in Service navigation hierarchy, located in the Configuration menu in the Service Cloud console. To access the Search configuration settings in a typical navigation set: 1. Select Configuration in the lower-left portion of the Navigation pane. The Navigation pane displays the Configuration items. 2. Select Service, Knowledge Base, Search Configuration from the Configuration menu. The console displays the Search Configuration tab. Configuring Spell Checking You can configure the Search spell checker to either correct misspelled words automatically, or to suggest spelling corrections to users when processing questions. Select... To specify... Automatic That Search corrects misspelled words automatically when processing a question. The default value is On. 29

36 Chapter 2 Configuring Search for Knowledge Advanced Select... To specify... Interactive That Search suggests spelling corrections to the user when processing a question that contains misspelled words. The default value is Off. Configuring the Maximum Number of Search Results You can specify the maximum number of search results to display in Agent Desktop, Agent Browser, and Customer Portal. To specify the maximum number of search results, enter the maximum number of answers in the Search Results field. The default value is 30. Configuring the Industry Dictionary The industry Dictionary contains the terminology that Intelligent Search uses to match users questions to the best answers in your knowledge base. The Dictionary is configured by default to use the general Customer Help when your knowledge base is provisioned. Review the available Dictionaries and select the one that is most appropriate for your knowledge base subject matter. The available Industry Dictionaries include: Customer Help Finance Telecom Computer Oracle recommends that you select the appropriate Industry for your application as early in the implementation process as practical, prior to tuning language processing and search results. To configure the Industry Dictionary, select the appropriate industry dictionary from the drop-down menu. Configuring Automatic Product Concepts You can specify whether to automatically add Products that exist in Service Cloud product hierarchy to the Dictionary. When this option is On, Search automatically creates Product concepts in the Dictionary for products defined in the Service Cloud hierarchy, based on the characteristics of the product names. Automatic Product Concepts is disabled by default to reduce unnecessary tasks that can be generated when you add, change, and re-organize products during the initial implementation process. Oracle recommends that you enable Auto Product Concepts at any point after you have defined a stable product hierarchy, prior to tuning language processing and search results. To configure Automatic Product Concepts, select the appropriate radio button next to the Add products to the dictionary field. 30

37 Chapter 2 Configuring Search for Knowledge Advanced Configuring Automatic Content Classification You can specify whether to configure automatic content classification for external content collections. When this option is On, Search automatically classifies the external content based on the Products hierarchy. The classification process identifies products in external documents, and adds the product information to the search index metadata. Knowledge Advanced uses this metadata to classify search results by products, and presents results for each product in a separate facet, so that users can drill down to product-specific answers. To configure automatic content classification, select the appropriate radio button next to the Automatic Content Classification field. The default value is On. 31

38 Chapter 3 Enabling Oracle Knowledge Advanced on Customer Portal 3 Enabling Oracle Knowledge Advanced on Customer Portal Enabling Oracle Knowledge Advanced on Customer Portal Enabling Oracle Knowledge Advanced on Customer Portal To enable Knowledge Advanced on Customer Portal, you can use ready-to-use PHP files in the file OKCS-CP.zip. This file is available in How do We Enable Knowledge Advanced on Customer Portal?, Answer 8019 in the Service Cloud Knowledge Base ( This Zip file provides packaged sample code that you can install on a new instance of that meets the requirements listed in Prerequisites to Enable Knowledge Advanced on Customer Portal. To enable Knowledge Advanced on an existing instance of, use the instructions under this topic to modify specific lines of existing code with new code changes. Note: If you have any existing files, installing these files will overwrite them and you will lose any customizations that you have made. To avoid overwriting your customizations, use the code changes in this document as examples when modifying your existing files. Prerequisites to Enable Knowledge Advanced on Customer Portal To enable Knowledge Advanced on Customer Portal, you must fulfill the following prerequisites: Enable MOD_CP_DEVELOPMENT to ensure that you are able to modify code on Customer Portal by using WebDav. Map a drive or path to Customer Portal by using WebDav. All the paths in these instructions refer to the Customer Portal WebDav paths. Initialize Oracle Knowledge Search by creating content within Oracle Knowledge Authoring and crawling this content. Initializing in this way ensures that search results are available. Note: Before making any changes, connect to your Customer Portal site and create a backup of your code. These changes apply to the standard and mobile views of Customer Portal. The basic view does not support these changes. Modify Templates In the following sets of code, add to or replace the existing code with the modified code in both the standard and mobile templates. The paths are/cp/customer/development/views/templates/standard.php and /cp/customer/ development/views/templates/mobile.php. 32

39 Chapter 3 Enabling Oracle Knowledge Advanced on Customer Portal Changes to standard.php The path is /cp/customer/development/views/templates/standard.php. Add the Oracle Knowledge Cloud Service Style Sheet by replacing the existing code: <rn:theme path="/euf/assets/themes/standard" css="site.css"/> With the following code: <rn:theme path="/euf/assets/themes/standard" css="site.css, okcs.css"/> Modify Search Results by replacing the existing code: <rn:widget path="search/simplesearch" report_page_url="/app/results"/> With the following code: <rn:widget path="okcs/okcssimplesearch" icon_path="" report_page_url="/app/search"/> Modify the Navigation menu by modifying the existing code: <ul class="rn_navigationmenu"> <li><rn:widget path="navigation/navigationtab" label_tab="#rn:msg:support_home_tab_hdg#" link="/app/#rn:config:cp_home_url#" pages="home"/></li> Add the following condition after the Home page list index: <rn:condition config_check="okcs_enabled == true"> <li><rn:widget path="navigation/navigationtab" label_tab="#rn:msg:answers_hdg#" link="/app/browse" pages="browse, answers/list, answers/detail, answers/intent, answers/answer_view, search"/></li> <rn:condition_else> <li><rn:widget path="navigation/navigationtab" label_tab="#rn:msg:answers_hdg#" link="/app/search" pages="answers/list, answers/ detail, answers/intent, answers/answer_view, search"/></li> </rn:condition> Modify the password by modifying the existing code: sub:input_contact.newpassword:label_input="#rn:msg:password_lbl#" Add the following code after the existing code: sub:login:create_account_fields="contact. s.primary.address; Contact.Login;Contact.NewPassword;Contact.FullName" Changes to mobile.phpmobile.php The path is /cp/customer/development/views/templates/mobile.phpmobile.php Add the Oracle Knowledge Cloud Service Style Sheet by replacing the existing code: <rn:theme path="/euf/assets/themes/mobile" css="site.css "/> 33

40 Chapter 3 Enabling Oracle Knowledge Advanced on Customer Portal With the following code: <rn:theme path="/euf/assets/themes/mobile" css="site.css, okcs.css"/> Modify search results by replacing the existing code: <rn:widget path="search/simplesearch" report_page_url="/app/results"/> With the following code: <rn:widget path="okcs/okcssimplesearch" report_page_url="/app/search"/> Modify the navigation menu by replacing the existing code (if the line is present): <input type="checkbox" id="rn_navigationmenubuttontoggle" /> With the following code: <input type="checkbox" id="rn_navigationmenubuttontoggle" role="button"/> class="rn_screenreaderonly" Modify the navigation tab by replacing the existing code: <ul class="rn_navigationmenu"> <li><rn:widget path="navigation/navigationtab" label_tab="#rn:msg:support_home_tab_hdg#" link="/app/#rn:config:cp_home_url#" pages="home"/></li> With the following code after the home page list index: <rn:condition config_check="okcs_enabled == true"> <li><rn:widget path="navigation/navigationtab" label_tab="#rn:msg:answers_hdg#" link="/app/browse" pages="browse, answers/list, answers/detail, answers/intent, answers/answer_view, search"/></li> <rn:condition_else> <li><rn:widget path="navigation/navigationtab" label_tab="#rn:msg:answers_hdg#" link="/app/search" pages="answers/list, answers/ detail, answers/intent, answers/answer_view, search"/></li> </rn:condition> Modify the password by replacing the existing code: sub:input_contact.newpassword:label_input="#rn:msg:password_lbl#" With the following code after the existing code: sub:login:create_account_fields="contact. s.primary.address;contact.login;contact.newpasswor 34

41 Chapter 3 Enabling Oracle Knowledge Advanced on Customer Portal Replace or Add the Standard Browse Page If the file browse.php is available, then remove the existing code entirely and replace it with the following code. If browse.php is not available, then create a new file browse.php with the following code. The path is /cp/customer/ development/views/pages/browse.php <rn:meta title="#rn:msg:find_ans_hdg#" template="standard.php" clickstream="answer_list"/> <rn:condition config_check="okcs_enabled == true"> <div class="rn_container"> <div id="rn_pagetitle" class="rn_screenreaderonly"> <h1>#rn:msg:browse1_ab_hdg#</h1> <rn:container source_id="okcsbrowse"> <div id="rn_pagecontentchannel" class="rn_browse rn_pagecontentchannel"> <div class="rn_pagecontentchannelinner"> <rn:widget path="okcs/contenttype"/> <div id="rn_loadingindicator" class="rn_browse"> <rn:widget path="okcs/loadingindicator"/> <div id="rn_pagecontentarticles" class="rn_answerlist"> <div class="rn_resultpadding"> <div> <div id="rn_okcsleftcontainer" class="rn_okcsleftcontainer"> <rn:widget path="okcs/okcsproductcategorysearchfilter" filter_type="products" view_type="explorer"/> <rn:widget path="okcs/okcsproductcategorysearchfilter" filter_type="categories" view_type="explorer"/> <div id="rn_okcsrightcontainer" class="rn_okcsrightcontainer"> <div id="rn_browse_loading"> <div id="rn_okcsanswerlist"> <rn:widget path="okcs/answerlist" target="_self"/> <div class="rn_floatright"> <rn:widget path="okcs/okcspagination"/> </rn:container> </rn:condition> 35