Comments

  • Paul Mes

    The logo positioned above the username / password fields can be altered by modifying the SSO_IDP_PHP_LOGIN_PAGE_LOGO_PATH parameter, the content on the right hand side can be updated by modifyling the BRAND_CONTENT_URL parameter. The logo shown after submitting the login credentials cannot be updated, there is already a post in the idea lab about this: http://communities.rightnow.com/posts/c79e23e5de

  • Paul Mes

    Within knowledge advanced there is an image library available in the out of the box solution. You can add images to the library and use it in multiple articles.The library can be found by clicking the button "browse on server" next to the url field when adding an image

    Finding out in which articles an image has been used can be quite cumbersome however, so I would advise not to re-use images in more than one article. 

  • Paul Mes

    Hi Chris,

    I have had some discussions with support about this in the past, and probably we need to add "for all available locales" to your idea. I can confirm this functionality is currently working on a nl_NL locale. I see I have filed a SR about 2 years ago for an issue that en_GB spell check was not working for a multilingual environment. nl_NL was working correctly, and if I remember correctly en_US was as well. Unfortunately I do not have access to that environment anymore.

    A workaround could be to use the BUI and a browser with a spell check plugin. 

    Kind regards,

    Paul

  • Paul Mes

    This one is high on my wish list as well, last year I did see some minor improvements in this area since the names of the templates now make sense and templates with a name like "strange template" have been removed, however, this is nowhere near something which is usable in a real life situation.

  • Paul Mes

    Hi Peeyush,

    The use case is the following. Employees are using Service Cloud only for the knowledge management capabilities, and as such, the customer portal is the main interface for employees. In the current Oracle Knowledge Enterprise environment views are used to separate data between different departments. The majority of users only have 1 view assigned, however some of them work for multiple departments and need to be able to see information of multiple views, filtering on views is one of their main functionalities to make sure they do not provide the wrong information. Users which are linked to only 1 view can only see information of their department to avoid the wrong information being provided to customers (e.g. B2B vs B2C content, which is very much alike but differs on a lot of aspects). The different views/departments have their own set of categories / products, and also their own content management team, so if the information is separated in the backend as well this will be a huge benefit. 

    Regards,

    Paul

  • Paul Mes

    Hi Peeyush,

    Did you find a workaround so you can display information from multiple views in the same interface? I am now running into a hard requirement where this seems the only option...

    Kind regards,

    Paul

  • Paul Mes

    Hi Lewis, I think it really depends on the way you have positioned knowledge management in your organization. If you use for example knowledge centered support as a framework and way of working you will have different KPIs compared to some other frameworks. For KCS you can find a lot of information online, the measurement part can be found here: http://library.serviceinnovation.org/Measurement_Matters 

    Keep in mind KCS is more than just a system implementation and KPIs are linked to that as well,

    Regards,

    Paul

  • Paul Mes

    Since all documents are stored as HTML, the select field is used to generate a drop down list in which a value can be selected. in HTML language this is the <select> tag which can be used in a form. This form is usually there to collect user input, however, within service cloud I must say I don't see a lot of added value. There are better mechanisms to collect user data like webforms or surveys.

    Most likely the buttons are there since the external ckeditor plugin is used as the wysiwyg editor, and this is the default set of buttons available. 

    It might be possible to customize your customer portal in such a way that the excel filter functionality is replicated. The challenge however is that you create a combination of portal customization with article contents  and html code. I am afraid this won't be the most robust solution...

  • Paul Mes

    I see agent level reporting has been released in the feb17 release:

    KNOWLEDGE ADVANCED: INSIGHT INTO AGENT KNOWLEDGE

    The February 2017 release adds new reports to Advanced Knowledge analytics. These new reports help capture agent knowledge usage activities from incident workspaces and help knowledge managers differentiate between knowledge articles used by agents’ verses articles viewed by customers. These reports provide managers key metrics to better understand agent behavior and engagement, and help improve the effectiveness of knowledge based articles.

    Not sure though if this is also valid for ratings :) 

  • Paul Mes

    Hi Ashley, is this report also working for knowledge advanced?

     

    I have been playing with this report for a while in the past, and I ended up having 2 columns with sum(ans_stats.solved_1) and sum(ans_stats.solved_5) to show the number of times somebody on the portal clicked on No and Yes. The field okcs_answers.a_id can be used to group it on the right article level. I was not able to add the description. The data reflected was only about ratings provided on the customer portal, employee entered ratings in the agent desktop were not logged, but at that time it was on the roadmap, so it might have changed in a recent release. Also user level data was not logged, so the same challenge there.

     

     

  • Paul Mes

    As far as I know, you cannot enable it by yourself, HMS has to modify certain parameters to enable KA and disable KF. Since you need to have KA enabled before you can run your basic setup and schema config, and you need your config before you can migrate, I suggest a close collaboration with Oracle on the planning and execution of the migration if you want to go for automated migration. 

  • Paul Mes

    The biggest question probably is what the reason is that you migrate to knowledge advanced. If you want to migrate all your content automatically without the need for a lot of transformations, you need to create the exact same structure in KA, but in that case it might be easier to stay in KF. If you want to maximize all advantages of KA, it really depends on how much similarities there are between your current KF functionality and your desired KA setup. Besides this, the level of customizations and the quality of your answers will have a pretty big impact on which approach is the most suitable. 

    The actual migration will most likely be a traditional ETL process, export all data from KF, transform it into a format which suits your new setup, and import it into KA. Knowledge Advanced has its own REST API which you can use to import knowledge items.

     

  • Paul Mes

    yeah, for each interface you can only add 1 locale and 1 view. In InQuira you did not have this limitation and you could show multiple views in 1  InfoCenter instance. 

    Agents using the agent desktop software do not have this language limitation by the way. The languages selected or deselected on user level do not impact in which language articles can be viewed by default. I think this is a feature in an upcoming release to enable or disable, so you can use language as authorization mechanism. It might have been the May release in which it was released, but I did not test it yet.

  • Paul Mes

    Hi Peeyush,

    Views are used to separate data in different "buckets". Users are provided with access to one or more views, and can see only data which is linked to these views. This can be used for access management, but as well to make sure tasks are not visible to all users. In the past in Knowledge Enterprise / InQuira, views were mostly used to mimic the organizational hierarchy (sales / support / HR).

    Biggest challenge is that only one view can be linked to an interface, so if you split data into different views, you need more than one interface per language to deliver the article to customers.

    Kind regards,

    Paul

     

  • Paul Mes
    Lorna said:

    We're looking into moving and have a ton of questions around this smiley I'd love somewhere where we can learn from others who have gone before us...

    View original

    Currently I am working on a series of blog posts / articles about lessons I have learned in the past 2 years. Any particular topic you would like to hear more about? In the past I have written down my first impressions, currently it seems to be a good moment to elaborate on my second experiences :)