How does Oracle Knowledge Integrate With Oracle Field Service Application
Last updated on NOVEMBER 30, 2016
Applies to:Oracle Knowledge - Version 8.2 and later
Information in this document applies to any platform.
This KM answers the question about the integration between Field Service Portals and Oracle knowledge mentioned in the ORACLE E-BUSINESS SUITE RELEASE CONTENT DOCUMENT for Service Management Releases 12.1 and 12.2 (inclusive of 12.0.2 – 12.2.6)
The existing Knowledge base Search region in Portals Dashboards has been enhanced to provide an option to launch the Oracle Knowledge Base UI (formerly Inquira). This integration is between Oracle Knowledge (OK) management On premise application and EBS Field Service.
The integration allows the agents to search knowledge stored in the OK system from various service user interfaces to resolve customer issues: Contact Center Form, Service Request Form, Customer Support HTML, and the Field Service Tech Portal.
There is an elearning module available for this integration.
The integration allows:
- Enable the service organizations to easily create, manage, and share content across languages
- Provide a powerful Natural Language Search (NLS) to search unstructured content, structured data, and transactional business applications
- Enable guided troubleshooting and answer delivery with AnswerFlow
- Ability to attach existing knowledge solutions to Service Requests
The integration is on top of Oracle Knowledge 8.6. In 8.6 there will need to be minor configurations defined like the EBS DB details in Runtime iconnect definition. The JSP’s and taglib changes are part of 8.6 product and no manual code changes are needed. For 851x (8512 onwards) there is a white paper as this requires manual changes in iconnect web-app, like adding new jsp’s, tag-lib changes etc.
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