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Oracle CX Service

Implementing KnowledgeManagement

20B

Oracle CX ServiceImplementing Knowledge Management

20BPart Number F27706-02Copyright © 2011, 2020, Oracle and/or its aliates.

Author: Ramana Murthy

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Contents

Preface i

1 About This Guide 1Audience and Scope ..................................................................................................................................................................... 1

Related Guides ................................................................................................................................................................................ 1

2 Overview of Implementation 3Implement Knowledge ................................................................................................................................................................. 3

3 Enable Knowledge Features 5Enable the Knowledge Management Functional Area ......................................................................................................... 5

Enable Knowledge in Service Requests ................................................................................................................................... 5

Congure Knowledge in Service Requests .............................................................................................................................. 5

Congure My Knowledge Features .......................................................................................................................................... 6

Congure File Aachment Types ............................................................................................................................................. 6

Schedule Knowledge Processes ................................................................................................................................................ 6

Enable Intelligent Advisor Interviews in Knowledge Articles ............................................................................................... 7

Enable the Enhanced Mobile User Experience in HR Help Desk ........................................................................................ 8

Implement Knowledge in Digital Assistant for HCM ............................................................................................................ 8

4 Implement Locales 11Knowledge Locales ...................................................................................................................................................................... 11

Available Locales .......................................................................................................................................................................... 11

Enable Locales ............................................................................................................................................................................. 14

Set the Default Locale ................................................................................................................................................................ 15

Preferred Locales for Users ....................................................................................................................................................... 15

Default Preferred Knowledge Locale ...................................................................................................................................... 16

Set a Default Preferred Knowledge Locale ............................................................................................................................ 16


5 Implement Security 17Set Up Knowledge Users ........................................................................................................................................................... 17

Create Knowledge Users ............................................................................................................................................................ 17

Predened Knowledge Roles .................................................................................................................................................... 17

Set Up Self-Service Users .......................................................................................................................................................... 19

Set Up Customer Service Representatives and Managers ................................................................................................. 19

Set Up HR Help Desk Representatives and Managers ....................................................................................................... 20

Set Up Service or HCM Authors .............................................................................................................................................. 20

Set Up Knowledge Managers .................................................................................................................................................. 20

Grant Roles to Users ................................................................................................................................................................... 21


Preface

i

PrefaceThis preface introduces information sources that can help you use the application.

Using Oracle Applications

HelpUse help icons to access help in the application. If you don't see any help icons on your page, click your user imageor name in the global header and select Show Help Icons. Not all pages have help icons. You can also access the OracleHelp Center to nd guides and videos.

Watch: This video tutorial shows you how to nd and use help.

You can also read about it instead.

Additional Resources

• Community: Use Oracle Cloud Customer Connect to get information from experts at Oracle, the partnercommunity, and other users.

• Training: Take courses on Oracle Cloud from Oracle University.

ConventionsThe following table explains the text conventions used in this guide.

Convention Meaning

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> Greater than symbol separates elements in a navigation path.

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http://www.oracle.com/pls/topic/lookup?ctx=cloud&id=OACPR158049

https://appsconnect.custhelp.com/

http://education.oracle.com/pls/web_prod-plq-dad/db_pages.getpage?page_id=906


Preface

ii

Documentation AccessibilityFor information about Oracle's commitment to accessibility, visit the Oracle Accessibility Program website.

Videos included in this guide are provided as a media alternative for text-based help topics also available in this guide.

Contacting Oracle

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Chapter 1About This Guide

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1 About This Guide

Audience and ScopeThis guide is intended for implementors who need to set up and congure knowledge management components andfeatures.

To set up and work with the additional features of Oracle CX Sales and B2B Service, see the product documentationon Oracle Help Center at hps://docs.oracle.com. To set up and work with additional features of Oracle Global HumanResources, see the product documentation on Oracle Help Center at hps://docs.oracle.com.

Note: With release 20A (11.13.20.01.0), "Oracle Engagement Cloud" is now known as Oracle CX Sales andOracle B2B Service. Existing Oracle Engagement Cloud users will retain access to Oracle CX Sales and B2BService features under their preexisting licensing agreements. Any new users created within your currentOracle Engagement Cloud license count will also retain the same access to Oracle CX Sales and Oracle B2BService. To obtain additional features or manage your subscription, refer to your Oracle Cloud ApplicationsConsole.

This document describes features available to users under Oracle CX Sales, Oracle B2B Service, and Oracle EngagementCloud licensing agreements.

Related GuidesRefer to the related guides listed in the following table to understand more about the information covered in this guide.

Title Description

Oracle CX Service AdministeringKnowledge Management

Describes how administrators can perform ongoing knowledge management operations andmaintenance tasks.

Oracle CX Service Using KnowledgeManagement

Describes how to use knowledge management components and features.

Oracle CX Service Implementing B2BService

Describes how to set up service components and features.

Oracle CX Sales Implementing Sales

Describes how to set up and congure sales components and features.

Oracle CX Service Using B2B Service

Describes how to use service components and features.

Oracle CX Sales Using Sales

Describes how sales managers, salespeople, and other sales users can use sales componentsand features in their business.


Chapter 1About This Guide

2

Title Description

Oracle CX Sales Creating andAdministering Analytics

Describes how administrators can build and edit analytics.

Oracle Applications Cloud UsingCommon Features

Provides information on how to use features that are common across Oracle ApplicationCloud.

Related Topics

• Oracle Help Center

https://docs.oracle.com/en/


Chapter 2Overview of Implementation

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2 Overview of Implementation

Implement KnowledgeYou can implement Knowledge in Service and HR Help Desk. Knowledge helps administrators and authors to create andmanage a knowledge base, which agents can use to resolve service requests. General users can use My Knowledge as acentral location to locate and view knowledge.

Service administrators and account administrators must use qualied accounts, such as Application ImplementationConsultant, to implement Knowledge. Qualied accounts must have sales administrator, customer service manager,and knowledge manager roles assigned to them.

Implementing Knowledge involves the following:

• Enabling the knowledge management functional area.

• Enabling knowledge management features in service requests.

• Conguring knowledge management capabilities for service requests and the My Knowledge page.

• Scheduling the processes that synchronize categories and products with Service and HCM, and update searchwith changes to knowledge base content.

• Seing up locales so that the knowledge base supports the languages and regions that your users need.

• Seing up knowledge users so that they have access to the appropriate knowledge functions.

Note: After you complete the implementation, see the Administer Knowledge section to learn more aboutimportant administration tasks.

Related Topics

• Administer Knowledge

http://www.oracle.com/pls/topic/lookup?ctx=fa20b&id=41D680577F652191E05362C3F00AE799


Chapter 2Overview of Implementation

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Chapter 3Enable Knowledge Features

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3 Enable Knowledge Features

Enable the Knowledge Management Functional AreaYou enable Knowledge from Setup and Maintenance > Service oering. You must have the Application ImplementationConsultant role to do this. When the opt-in process is complete, knowledge managers will have access to the KnowledgeManagement conguration options.

Note: If you implemented knowledge in a previous release, Oracle recommends that you review this processto ensure that all knowledge features are enabled in Setup and Maintenance, so that your application isproperly congured to access all knowledge features.

1. Click Setup and Maintenance in the springboard menu.2. Select the Service oering.3. Click Change feature Opt in.4. Select the Enable option for the Knowledge Management functional area.

Enable Knowledge in Service RequestsYou must set up knowledge such that agents can access and use knowledge articles in service requests. You must havethe Sales Administrator or Service Administrator role to enable this feature.

1. Click Setup and Maintenance in the springboard menu.2. Select the Service oering.3. Select the Service Request functional area.4. Click Manage Service Request Knowledge Prole Options.5. Select Yes as the Prole Value for the SVC_ENABLE_KNOWLEDGE_IN_SR prole.

Congure Knowledge in Service RequestsYou can enable or disable knowledge management prole options, like the ability to lter search results by category andproduct. For most new implementations, these proles are set to Yes by default, meaning that the features are enabled.

1. Click Setup and Maintenance in the springboard menu.2. Select the Service oering.3. Select the Knowledge Management functional area.4. Select Manage Knowledge Panel Prole Options.5. Set the prole options as follows:

◦ To enable ltering of knowledge panel search results and recommended answers by category, setCSO_ENABLE_CATEGORY_FILTER to Yes.

◦ To enable agents to maintain a list of their favorite articles in the knowledge panel, setCSO_ENABLE_KNOWLEDGE_FAVORITING to Yes.

◦ To enable agents to link articles to service requests, set CSO_ENABLE_KNOWLEDGE_LINKING to Yes.

◦ To enable agents to lter search results by locale, set CSO_ENABLE_LOCALE_FILTER to Yes.



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◦ To enable the ltering of knowledge panel search results and recommended answers by product, setCSO_ENABLE_PRODUCT_FILTER to Yes.

◦ To enable the application to display article excerpts in addition to titles in search results andrecommended answers, set CSO_SHOW_ARTICLE_SNIPPET to Yes.

◦ To enable the application to add product concepts to the dictionary automatically, setCSO_ENABLE_AUTO_PRODUCT_CONCEPT_GENERATION to Yes.

Congure My Knowledge FeaturesFrom the My Knowledge page, you can set knowledge management prole options to set the My Knowledge menu andthe age limit for recent articles. Most new implementations have these proles set to Yes by default.

1. Click Setup and Maintenance in the springboard menu.2. Select the Service oering.3. Select the Knowledge Management functional area.4. Select Manage My Knowledge Prole Options.5. Select any of the following prole options to enable or disable specic features:

◦ To enable the My Knowledge menu for Help Desk, set CSO_ENABLE_HCM_KMHOME to Yes.

◦ To enable the My Knowledge menu for Service, set CSO_ENABLE_SVC_KMHOME to Yes.

◦ To set the upper age limit in days for recent articles, select CSO_RECENTLY_UPDATED_TIME_PERIODand specify the value in days. The default value is 30, so that articles older than 30 days will not displayas recent articles.

Congure File Aachment TypesYou can control the types of les that authors can aach to articles by editing the list of allowed le extensions. You canenable or disable le aachments to articles when you dene the article content types. Agents and other users can thendownload or view the aached les while using knowledge.

1. Go to Setup and Maintenance, and from the Service oering, select Knowledge Management.2. Select Manage Knowledge File Aachments.3. Update the le extension list as desired and click Save. You can allow all le extensions by entering *.

Note: To know how to enable le aachments in article content types, see the topic Dene Content Types.

Related Topics

• Create Content Types

http://www.oracle.com/pls/topic/lookup?ctx=fa20b&id=6781CC8C5BDC560CE053A398F70AEF96



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Schedule Knowledge ProcessesYou must schedule the following knowledge processes:

• Knowledge Content Batch Process: This job updates Knowledge categories and products to reect recentchanges to Service and HCM products and categories. Schedule the Knowledge Content Batch Process job torun only once per day. Running this job more frequently is not recommended.

• Knowledge Search Batch Process: This job updates Knowledge search to reect any changes to knowledge basecontent. Schedule this job to run every 15 minutes.

Scheduled processes are visible only to the user who creates them. You need the SVC_SCHEDULE_SERVICE_JOBS_PRIVauthorization to schedule Knowledge processes.

1. Sign in to the application as an administrator.2. From the navigator, select Scheduled Processes, then on the next page, click Schedule New Process.3. In the Schedule New Process dialog box, select Job as the process type.4. In the Name menu, click Search to open the Search and Select: Name dialog box, then enter Knowledge.5. Select the process you want to schedule and click OK.6. Click OK in the Schedule New Process dialog box to go to the Process Details page for the job.7. Click Process Options, choose the options you want, and click OK to return to the Process Details page.8. Click Advanced and select Using a schedule.

◦ For the Knowledge Content Batch Process, specify the frequency as Daily, Every 1 Day. Specify a validstart date.

◦ For the Knowledge Search Batch Process, specify the frequency as Hourly/Minute, Every 0 Hours, 15Minutes. Specify a valid start date.

Enable Intelligent Advisor Interviews in KnowledgeArticlesYou can integrate CX Sales and Intelligent Advisor so that knowledge authors can add interviews to articles. IntelligentAdvisor is a suite of tools used to build smart interactive interviews that support your organization's business policies.

Intelligent Advisor provides a central hub from which all the connections and interview projects are managed. There isdesktop modeling software for building interviews called Policy Modeling. The Intelligent Advisor Hub connects PolicyModeling to CX Sales. Here are the major steps to integrate CX Sales with Intelligent Advisor:

• Create a CX Sales connection in the Intelligent Advisor Hub.

• Download and install Policy Modeling.

• Connect the Policy Modeling project to Intelligent Advisor Hub.

• Map data from CX Sales to Policy Modeling.

When Intelligent Advisor is integrated, authors can add interviews when they create or edit articles.

You can learn more about integrating with Intelligent Advisor by reading the Additional Congurations and Integrationssection of the Oracle CX Sales Implementing Sales guide.



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Enable the Enhanced Mobile User Experience in HR HelpDeskYou can enable an enhanced Knowledge user interface for mobile HR Help Desk users. Mobile knowledge providesrecommended articles based on users' contextual information, and also supports additional searching based on users'search terms and other criteria. Users can also access their saved favorite articles from the mobile widget.

The enhanced knowledge user experience uses the HCM mobile rst (responsive) application, which provides a desktopmode and a mobile mode. The enhanced user experience applies to Knowledge that is enabled on HR Help Desk pagesby implementing the Knowledge widget. When it's enabled, enhanced knowledge pages display in either mobile ordesktop mode, depending on the user's device.

You enable the mobile rst knowledge pages by seing a prole option, which is eective at the site level. In addition,you must have these prole options enabled:

• HCM_RESPONSIVE_PAGES_ENABLED

• PER_PERSONAL_INFORMATION_RESPONSIVE_ENABLED

Note: The mobile rst experience is not available for the My Knowledge page or the Knowledge SR panel.

1. Click Setup and Maintenance in the springboard menu.2. Select the Service oering.3. Select the Knowledge Management functional area.4. Select Manage Administrator Prole Options.5. Set the HCM_KM_WIDGET_RESPONSIVE_PAGES_ENABLED prole option to Y.

Implement Knowledge in Digital Assistant for HCMYou can congure knowledge management as a skill in Digital Assistant, which makes it available to HCM HR Help Deskusers in multiple supported channels, such as SMS, Slack, and messenger applications. End users can then benet fromDigital Assistant's articial intelligence-driven conversational engagement while using knowledge to search for and ndanswers to their questions. You need to have knowledge management congured for HCM HR Help Desk, and DigitalAssistant congured for HCM.

The knowledge management skill has four intents: Find Article, Search, Help, and Welcome. When a user enters aphrase, digital assistant checks whether that phrase matches a knowledge management intent. For example, these userphrases match the Find Article intent:

• nd

• nd an article

• let me see an article

• look for

• look up an article

• retrieve an article

• show me an article



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Digital assistant also uses its training data to extend matching to similar phrases over time. You can also extend digitalassistant skills to meet specic business requirements. You can learn more about skills and extending them in the Skillssection of the Digital Assistant guide.

When digital assistant matches a user's phrase to Search and Find Article intents, knowledge prompts the user for anaccess token and provides results based on the user's knowledge privileges. Users who don't have knowledge privilegeswill see only public articles in their results.

Related Topics

• Geing Started with Digital Assistant

• Digital Assistant

http://www.oracle.com/pls/topic/lookup?ctx=fa20b&id=FAGDA

https://docs.cloud.oracle.com/en-us/iaas/digital-assistant/index.html



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Chapter 4Implement Locales

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4 Implement Locales

Knowledge LocalesLocales help you make Knowledge available to users who speak varied languages and are located in dierent countriesor regions. Each locale represents a language and a specic national or regional variation of it. Locales help you todierentiate knowledge content by language and country or region. Important dierences among locales can includeregulations, procedures, addresses, currencies, date formats, and country- or region-specic terms.

Knowledge is available for use in all locales supported by the application. You can use Knowledge with multiple localesby activating the locales that you want to use. You can view, enable, and disable locales from the Manage Localespage. Knowledge is congured to have a default locale. You can change the default locale to one that best meets yourorganization's needs.

Authors, translators, agents, end-users, and knowledge managers can use or manage knowledge in any of the localesthat they have access to. You can search for specic locales, and list all locales, active locales, or inactive locales.

1. Go to Setup and Maintenance and select Service from the Setup drop-down list.2. Select Knowledge Management from the functional areas, and select the Manage Knowledge Locales task.3. Select the locale that you want to enable or disable.

You can disable a locale by un-checking it. When you disable a locale, users cannot search for or browse the articles in it,and authors can't update its contents. Articles in disabled locales remain in the database, and you can re-enable a localeto make its contents available again. You can permanently delete a locale by deleting all of its objects and then disablingit.

Note: You can't disable the default locale.

Available LocalesYou can set up your knowledge base to support multiple locales, and you can use any locale that is supported by theService or HR Help Desk applications. Each locale is identied by a code that indicates its language and region. Forexample, en_CA stands for the English, Canada locale. The following table lists the available locales:

Language Territories Locales Display Name

Arabic

Egypt Saudi Arabia UAE Algeria Bahrain Iraq

ar-EG ar-SA ar-AE ar-DZ ar-BH ar-IQ

Arabic - Egypt Arabic - Saudi Arabia Arabic - United Arab Emirates Arabic - Algeria Arabic - Bahrain Arabic - Iraq



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Jordan Kuwait Lebanon Libya Morocco Oman Qatar Syrian Arab Republic Tunisia Yemen

ar-JO ar-KW ar-LB ar-LY ar-MA ar-OM ar-QA ar-SY ar-TN ar-YE

Arabic - Jordan Arabic - Kuwait Arabic - Lebanon Arabic - Libya Arabic - Morocco Arabic - Oman Arabic - Qatar Arabic - Syrian Arab Republic Arabic - Tunisia Arabic - Yemen

Chinese (Simplied)

China Hong Kong Macau Singapore

zh-CN zh-HK zh-MO zh-SG

Chinese, Simplied - China Chinese, Simplied - HongKong Chinese, Simplied - Macau Chinese, Simplied -Singapore

Chinese (Traditional)

Taiwan

zh-TW

Chinese, Traditional - Taiwan

Czech

Czech Republic

cs-CZ

Czech - Czech Republic

Danish

Denmark

da-DK

Danish - Denmark

Dutch

Belgium The Netherlands

nl-BE nl-NL

Dutch - Belgium Dutch - Netherlands

English

Australia Canada Ireland New Zealand UK USA Hong Kong Iceland

en-AU en-CA en-IE en-NZ en-GB en-US en-HK en-IS

English - Australia English - Canada English - Ireland English - New Zealand English - United Kingdom English - United States English - Hong Kong English - Iceland



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India Indonesia Israel Singapore South Africa

en-IN en-ID en-IL en-SG en-SA

English - India English - Indonesia English - Israel English - Singapore English - South Africa

Finnish

Finland

-FI

Finnish - Finland

French (Canadian)

Canada

fr-CA

French - Canada

French (European)

Belgium France Switzerland Luxembourg

fr-BE fr-FR fr-CH fr-LU

French - Belgium French - France French - Switzerland French - Luxembourg

German

Austria Germany Switzerland Luxembourg

de-AT de-DE de-CH de-LU

German - Austria German - Germany German - Switzerland German - Luxembourg

Hebrew

Israel

he-IL

Hebrew - Israel

Hungarian

Hungary

hu-HU

Hungarian - Hungary

Italian

Italy Switzerland

it-IT it-CH

Italian - Italy Italian - Switzerland

Japanese

Japan

ja-JP

Japanese - Japan

Korean

Korea

ko-KR

Korean - South Korea

Norwegian

Norway

no-NO

Norwegian - Norway

Polish

Poland

pl-PL

Polish - Poland



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Portuguese, Brazilian

Brazil Portugal

pt-BR pt-PT

Portuguese - Brazil Portuguese - Portugal

Romanian

Romania

ro-RO

Romanian - Romania

Russian

Russia

ru-RU

Russian - Russia

Slovak

Slovakia

sk-SK

Slovak - Slovakia

Spanish

Mexico Spain Argentina Chile Colombia Costa Rica Ecuador El-Salvador Guatemala Nicaragua Panama Peru Puerto Rico United States Venezuela

es-MX es-ES es-AR es-CL es-CO es-CR es-EC es-SV es-GT es-NI es-PA es-PE es-PR es-US es-VE

Spanish - Mexico Spanish - Spain Spanish - Argentina Spanish - Chile Spanish - Colombia Spanish - Costa Rica Spanish - Ecuador Spanish - El-Salvador Spanish - Guatemala Spanish - Nicaragua Spanish - Panama Spanish - Peru Spanish - Puerto Rico Spanish - United States Spanish - Venezuela

Swedish

Sweden

sv-SV

Swedish - Sweden

Thai

Thailand

th-TH

Thai - Thailand

Turkish

Turkey

tr-TR

Turkish - Turkey



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Enable LocalesYou can choose one or more locales for your knowledge base. You can add more locales any time. Authors, translators,and knowledge managers can create and manage knowledge in any of the locales that they have privileges to work in.Agents and end-users can use knowledge in any locale that they have privileges in.

You can view, enable, and disable locales from the Manage Locales page. You can search for specic locales, and listeither all locales, active locales, or inactive locales.

1. Go to Setup and Maintenance and select Service from the Setup drop-down list.2. Select Knowledge Management from the functional areas, and select the Manage Knowledge Locales task.3. Select the check box of the locale that you want to enable or disable.

You can disable a locale by un-checking it. When you disable a locale, users cannot search for or browse the articles in it,and authors can't add or update its contents. Articles in disabled locales do stay in the database, and you can re-enablea locale to make its contents available to users again. You can permanently delete a locale by deleting all of the objectsin the locale, then disabling it.

Note: You can't disable the default locale.

Set the Default LocaleYou must choose one default locale. You can use the English, United States locale, which is set automatically, or changeit to one that best meets your organization's needs. Authors and knowledge users can override the default locale byseing their user preferences.

1. Click Setup and Maintenance in the springboard menu.2. Select the Service oering.3. Select the Knowledge Management functional area.4. Select the Manage Knowledge Locales task.5. Select any active locale in the Default Locale list.

Preferred Locales for UsersKnowledge supports multiple locales, and articles can be published in a single locale, or be translated into multiplelocales. For example, an article might be available in English United States (en-US), English Canada (en-CA), and FrenchCanada (fr-CA) locales.

Knowledge users can set a preferred knowledge locale so that they can easily access knowledge in the languagethat contains the most useful content for them. They can set and change their locale preference at any time. Inaddition, administrators can set a default preferred locale so that users who don't set their own preferred locale will seeknowledge in that language.

If a user doesn't set a preferred locale, and there is no default preferred locale set, the application will use the user'slanguage and territory preference seings. This can result in fewer and less accurate search results. If there is no



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knowledge base content in the user's preferred language and territory, they will get no results when they search forknowledge.

Default Preferred Knowledge LocaleYou can specify a default preferred knowledge locale, so that users who do not set their own preferred knowledge localewill see, by default, knowledge content in the locale that you set. If you don't set a default preferred knowledge locale,users who don't set their own preferred knowledge locale will see knowledge in the locale that corresponds to theirlanguage and territory preference.

For example, suppose your company uses knowledge in only one locale, English-Australia, but has employees inanother country, such as Taiwan. Employees in Taiwan might have their language preference set to Traditional Chineseand their territory preference set to Taiwan.

Since knowledge content exists only in the English-Australia locale, employees in Taiwan need to have their knowledgelocale set to English-Austrialia in order to use knowledge. There are a few ways to do this:

• If you set the default knowledge locale to English-Australia, employees in Taiwan will see knowledge in thislocale by default. They can use knowledge without making any changes.

• Users can set their own preferred knowledge locale to English-Australia. They can use knowledge once theymake this change.

• Users can manually select the English-Australia locale in the search area whenever they use knowledge. If theydon't select this locale, they will not see any search results.

Now, suppose your company has knowledge in more than one locale. You can set the most commonly used locale asthe default preferred locale, and individual users can set their own default knowledge locale to any other supportedlocale as it suits them.

Set a Default Preferred Knowledge LocaleYou can set a default preferred knowledge locale for your business. Users who do not set their own preferredknowledge locales will see content in this locale instead of in the default knowledge locale.

1. Open Setup and Maintenance and select the Service oering.2. Select Knowledge Management and then select Manage Knowledge Locales.3. Select a default preferred knowledge locale. Click Keep Changes on the warning message if you are ne with

the impact.4. Click Done.

Note: If you deactivate a locale that was set as the default preferred knowledge locale, the applicationautomatically sets the default preferred knowledge locale to none.


Chapter 5Implement Security

17

5 Implement Security

Set Up Knowledge UsersYou set up knowledge users so that people in your organization can use the knowledge base to create and publishknowledge base articles and documents and use knowledge to answer questions. You can make knowledge availableto any new or existing Service or HCM users, if they were created using the correct process. You make knowledgeavailable by assigning roles that contain knowledge privileges. You can use predened roles or create roles based onyour organization's needs.

This section describes the most common types of users in Service and HR Help Desk applications, the pre-dened rolesand other aributes that grant appropriate capabilities to each type of user, and the specic procedures required to setup each type of user.

Create Knowledge UsersYou don't actually create knowledge users in the knowledge application. Instead, you grant knowledge roles to usersthat were properly created in the Sales or HCM applications. You can grant knowledge roles to Service users who werecreated using the Manage Users work area, as described in the Securing CX Sales and B2B Service guide. You cangrant knowledge roles to HCM application knowledge who were created using the Hire an Employee task or a similarlycongured bulk user creation process, as described in the Securing HCM guide.

Note: You can't grant knowledge roles to Service application users who were created in the Security Console.Users created by this process will not be able to access knowledge functions when granted knowledge roles.Don't use the Create User process to create HCM knowledge users; this process is not intended for users whoneed access to a full range of HCM capabilities, including knowledge.

Related Topics

• Securing CX Sales and B2B Service

Predened Knowledge RolesKnowledge has predened roles that you can use to grant capabilities to users. Dierent types of users have dierentknowledge requirements, and some individual users belong to more than one type of knowledge user. For example,customer service representatives are often also authors who contribute articles to the knowledge base. Here aredescriptions of the predened roles for Service and HCM applications to help you decide which ones to assign to theusers in your organization.

http://www.oracle.com/pls/topic/lookup?ctx=fa20b&id=OSCUS



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Service Application RolesUse these roles to assign Knowledge capabilities to Service knowledge users.

Role Purpose Capabilities

Customer Service Representative

Provides agents with the capabilities touse knowledge to help resolve customerissues.

• Access to My Knowledge• Access to knowledge in SRs• Access to public and internal

articles• Access only to Service knowledge

base content

Customer Service Manager

Provides managers with the capabilitiesthey need to supervise customer servicerepresentatives and manage their team'sknowledge activities.

• Access to My Knowledge• Access to knowledge in SRs• Access to public and internal

articles• Access only to the Service

knowledge base

Knowledge Author - Service

Provides authors with access to Serviceknowledge content so that they cancontribute to the knowledge base.

• Access to authoring• Access to public and internal

articles• Access only to the Service

knowledge base

Customer Self Service User

Provides external web users with accessto public knowledge in Digital CustomerService and in user-dened pages andportals.

• No access to knowledge authoringor management

• No access to internal user grouparticles

HCM Application RolesUse these roles to assign Knowledge capabilities to HCM HR Help Desk knowledge users.


HR Help Desk Manager

Provides managers with the capabilitiesthey need to supervise HR Help Deskagents and manage their team'sknowledge activities.

• Access to My Knowledge• Access to knowledge in HCM

service requests• Access to authoring• Access to public and internal

articles• Access only to the HCM knowledge

base

HR Help Desk Administrator

Provides capabilities to administerknowledge in HR Help Desk.

• Access to Knowledge Home• Access to knowledge in HCM

service requests



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• Access to public and internalarticles

• Access only to the HCM knowledgebase

Knowledge Author - HCM

Provides authors with access to Serviceknowledge content so that they cancontribute to the knowledge base.

• Access to authoring• Access to public and internal

articles• Access only to the HCM knowledge

base

General Knowledge RolesUse general knowledge roles to assign Knowledge Manager capabilities to Service and HCM application users.


Knowledge Manager

Knowledge Managers administer andmanage the knowledge base and otherfunctional areas to ensure that usersaccess relevant knowledge and thatauthorized contributors can create andmanage knowledge base content.

• Access to My Knowledge• Access to authoring• Access to knowledge analytics• Access to knowledge setup and

maintenance tasks• Access to user management• Access to public and internal

articles• Access to both HCM and Service

knowledge bases

Knowledge Analyst

The Knowledge Analyst role is a legacyrole that is not recommended for use innew implementations. It enables users tocreate and manage knowledge in bothService and HCM applications.

• Access to My Knowledge• Access to authoring• Access to knowledge analytics• Access to public and internal

articles• Access to both HCM and Service

knowledge bases

Set Up Self-Service UsersYou can set up self-service users by assigning the Customer Self Service role. Self-service users can access knowledgeusing Digital Customer Service and other user-dened, end-user facing pages and portals that provide access to theknowledge base. They have no access to knowledge functional areas, and they can access only public articles. Theycannot access internal articles.



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Set Up Customer Service Representatives and ManagersYou can set up customer service representatives by assigning the Customer Service Representative role. You can set upcustomer service managers by assigning the Customer Service Manager role.

Customer service representatives can access My Knowledge, use knowledge within SRs, and have access to publicand internal articles. They can access only the Service knowledge base. Customer service managers can access MyKnowledge, use knowledge within SRs, and have access to public and internal articles. They can access only the Serviceknowledge base.

Set Up HR Help Desk Representatives and ManagersYou can set up HR Help Desk representatives by assigning the HR Help Desk Agent role. You can set up HR Help Deskmanagers by assigning the HR Help Desk Manager role.

HR Help Desk representatives can access My Knowledge, use knowledge within HCM service requests, use knowledgeauthoring, and have access to internal articles (all HCM articles are internal). They can access only the HCM knowledgebase.

HR Help Desk managers can access My Knowledge, use knowledge within HCM service requests, use knowledgeauthoring, and have access to internal articles (all HCM articles are internal). They can access only the HCM knowledgebase.

Set Up Service or HCM AuthorsYou set up Service and HCM authors by assigning roles, authoring locales, and content types. You can set up Serviceauthors by assigning the Knowledge Author - Service role. You can set up HCM authors by assigning the KnowledgeAuthor - HCM role.

HCM authors can access only the HCM knowledge base, and can contribute only to the HCM knowledge base life cycle.They can access HCM authoring and HCM articles (all HCM articles are internal).

Service authors can access only the Service knowledge base, and can contribute only to the Service knowledge base lifecycle. They can access Service authoring and public and internal articles.

You must grant locale privileges to all authors, and content type privileges to the authoring roles. Authors can createand manage articles only in the locales that you assign to them, and can access only the content types that are assignedto their roles.

Related Topics

• Assign Locales to Authors

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Set Up Knowledge ManagersYou can set up Knowledge managers by assigning the Knowledge Manager role. Knowledge managers can access MyKnowledge, authoring, analytics, setup and maintenance tasks, and user management. They can access public andinternal articles, in both Service and HCM knowledge bases.

Grant Roles to UsersYou must grant a role to each user to enable them to create or manage content. You must have the KnowledgeManager role to grant roles to users. Ensure that each role (whether seeded or user-dened) and the content type itgrants privileges to belong to the same application.

1. Sign in to the application, and from the navigator, select Security Console.2. Click the Users icon from the menu.3. Search for the user by entering three or more characters of the user name in the search box.4. Select the user from the search results and click the user login link.5. Click Edit in the user account details page.6. Click Add Role in the Edit User Account page.7. In the Add Role Membership dialog box, search for the role by entering three or more characters in the search

box.8. Select the role from the search results and click Add Role Membership.9. Click OK on the conrmation dialog box and click Done in the Add Role Membership dialog box.

The roles you have granted are now listed on the Edit User Account page.



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