Last updated on SEPTEMBER 14, 2017
Applies to:Oracle Fusion Engagement Cloud Service - Version 22.214.171.124.0 to 126.96.36.199.0 [Release 1.0]
Information in this document applies to any platform.
When you implement Knowledge in Engagement Cloud, authors and knowledge managers in your organization can create and manage knowledge articles. Service representatives can then use knowledge to help resolve service requests. General users can use My Knowledge as a central location from which to locate and view knowledge.
You must configure your instance of the Knowledge application to enable access to Engagement Cloud user, product, and category information. Knowledge will not operate until this access is properly configured.
You enable Knowledge to access user, product, and category information by:
1. Creating the Knowledge integration user.
2. Configuring the integration user for Knowledge.
Important: The task of configuring the Knowledge integration user must be performed using the exact Service Administrator credentials issued by Oracle when the service was initially provisioned.
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