16

Knowledge

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Objectives

After completing this lesson, you should be able to:

• Describe the functionality and use of Knowledge for Engagement Cloud
• Implement Knowledge in Engagement Cloud
• Create and maintain knowledge articles

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 Knowledge

• Is the feature of Engagement Cloud that provides organized access to information about
products and services
• Helps both end user customers as well as customer service agents and other internal
users locate the most relevant information for their needs
• Stores information in a centralized knowledge database to ensures that knowledge:
– Is shared across the organization
– Is accurate
– Has a single point of maintenance
– Is consistent wherever it is accessed

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Engagement Cloud's centrally maintained knowledge store ensures that information is always
consistent throughout the enterprise, no matter where or how it is accessed.

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Knowledge Article

• Is the basic unit of information stored in the knowledge database

• Can be:
– Categorized by product and/or category to assist searching
– Versioned for maintenance
– Translated as needed

An example of a
knowledge article

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 Knowledge Article Types

• FAQ: Provides a question, answer, and summary for a frequently asked question (FAQ)
• Solution: Provides detailed information about an issue in greater depth

In search
results, this
icon indicates
an FAQ

This icon
indicates a
solution

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Accessing Knowledge Articles

• Knowledge provides access to articles:

– Internally to agents in the context of a Service Request
– Internally to employees and agents via My Knowledge
– Externally to customers via Digital Customer Service (DCS)

More

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Knowledge in the Context of a Service Request

• For each service request, a knowledge search runs automatically, based on keywords in
the title of the Service Request
• To view the results of this search, expand the panel on the right of the Service Request
details page
The expanded
panel

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Recommended Articles
The
Recommended
Articles tab
• The Recommended Articles tab displays
the results of the automatic search
• The agent can:
– Select an article for viewing Search results
– Link an article to the SR
– Copy and paste text from the
article

Select an article to view its

contents

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Agent Search
Select the
• The Search tab allows an agent to: Search tab

– Manually refine or filter an auto-

search
– Conduct a new search New search terms
can be provided
• Results of this search can also be:
– Viewed
– Linked Search can be
filtered
– Copy-and-pasted

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My Knowledge

• Is a knowledge search capability available independent from the application

• Can be used for searches outside the context of a particular service request
– For example, before creating new knowledge content, an author can search for
previously existing articles to avoid duplication

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Knowledge in Digital Customer Service

• External customers can access knowledge for themselves

– This can help avoid some Service Requests
• Two search methods
– Standard text search
– Navigation by product

Search for a text

phrase

Navigate to
product

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Implementing Knowledge in Engagement Cloud

• To make knowledge available in Engagement Cloud, you must:

– Enable knowledge
– Configure knowledge Profile Options
– Provision users who will create knowledge content
– Create and manage content

More

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Enable Knowledge

• Use the "Manage Service Request Knowledge Profile Options" task to verify that the
knowledge feature is enabled
– This requires the Knowledge Manager role

The default value

provisioned is Yes
(enabled)

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Configure Knowledge Profile Options

• Use the "Manage Administrator Profile Values" task to configure available options that
control how knowledge is searched and displayed

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Provision Users

• Use the "Manage Users" task to add the Knowledge Analyst job role for any existing
users who need the ability to create or edit content
– Then use the "Run User and Roles Synchronization Process" task to synchronize the
users with their new roles

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The Knowledge Manager role allows a user to administer knowledge, along with creating and
editing content. If a user only needs to author content (such as to create, edit, translate, or publish
knowledge), but will not need to administer the knowledgebase, they should be granted the
Knowledge Analyst role only.

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Create and Manage Knowledge Content

• Knowledge Authoring includes a set of

tools for creating and managing articles,
including:
– Writing/editing
– Categorizing
– Setting Visibility
– Translating
Open Knowledge
– Publishing Authoring

– Versioning
• Access in the Navigator

More

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Writing/Editing

• Use the Content Tool to:

– Create a new knowledge article
– Edit an existing article
– List all available articles

Choose the article

type and either:
Add to create a
new article or
List to view/edit an
existing article

Continued...

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The Users component is used to edit Knowledge user language assignments for translating.
The Repository component is used to select active languages for the organization. This is covered
later in this lesson.
The Tools component shows the status of the product/category sync batch job.

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 Writing/Editing

• Enter text, using HTML formatting as desired

• Set a master record locale to define which locales will see this

Select the locale

Use HTML tools

Add article text here

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A locale is a specific native language environment, such as U.S. English or Mexican Spanish, as
well as Canadian English or Peruvian Spanish.
Specifying a locale determines not only the language and character set to be used, but also time,
date, number, and currency formatting.
Locales are defined in the POSIX standard at opengroup.org.

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Categorizing

• Articles can be associated with a Category and Product

– This facilitates searching or navigating to that article

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 Setting Visibility

• An article is visible only to members of user groups selected for that article
• For example, selecting the Internal user group restricts visibility to internal users only

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Currently, the only groups that can be selected are Internal and the default which is everyone.
Adding other groups is an item on the roadmap for future releases.

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 Translating

• Use the side-by-side translation tool to enter a translation for any article you need to
make available in multiple languages

New language
Original
language

Enter translation

View original
language content

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Publishing

• Publishing content makes it available to the selected audience

An article can be saved and

published at the same time, or
saved for publishing later

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Versioning
Version
• Publishing a document automatically being edited
sets its version to 1.0
Version that is
• Editing and republishing a document currently available
automatically increments its version by to users

1 full number
• Articles can be unpublished
This will make
• Versioning information is displayed with article no longer
the properties of each article available to users

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Comparing Versions

• You can view two versions side by side

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Maintenance

• Content should be reviewed regularly

• As needed, update knowledge articles by editing and republishing
• Articles can be deleted using the unpublish option

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Lesson Highlights

• Knowledge for Engagement Cloud:

– Delivers knowledge:
— Within the context of responding to an SR
— Via the My Knowledge application
— Through DCS
– Provides tools for creating and maintaining knowledge:
— Authoring
— Versioning
— Categorizing
— Setting Visibility
— Translating
— Publishing

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Practice

• Verify Knowledge settings

• Author, translate, and update an article
• Use knowledge in a Service Request
• Search for existing content with My Knowledge

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