Knowledge Management

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  • Bastiaan van der Kooij

    Hey Max,

    I created a report some time ago that uses a custom script to search the source of an answer. It gives you three ways to search;

    • Search Question
    • Search Answer
    • Search Both

    The report definition is attached.

    good luck,

    (Small Update so there are no issues on interfaces with other language than English)

  • MikeA

    Just a side note on using a report and the data import wizard: when you create the report to export all the answers, you will likely use "answers.solution" as one of your columns so that your report contains the content of the answer. By default, when you set the column to display this type of data (answers.solution), a character limit of 4000 is set automatically. This limitation may cause the content of your answers to become truncated when you export. So, when you perform the import, answers with more than 4000 characters will be overwritten with the truncated content.

    To fix this, just right-click on the column somewhere and choose "Column Format." Under the "Text" tab you can set the text character limit to a maximum 300,000.

  • Bhagwan Singh Mer


    Interesting but looks like it work with below approach using data import wizard

    I exported the FAQ id and below source code as CSV, edited the image and during import, mapped the source code to solution column of answers table. Post data import,  I was able able to view the new change on end user page.

    Have you tried it?

    Old <div class="answer">
    <p>Yes. At least one of the passengers must be at least 15 years old on the trip departure date.<img border="0" alt="Image" src="" /></p>
    New <div class="answer">
    <p>Yes. At least one of the passengers must be at least 15 years old on the trip departure date.<img border="0" alt="Image" src="" /></p>


  • Melissa Riley @ESG

    The script idea is good but i'd recommend using variables instead. That way your authors (or an admin, depending on permissions) can change the value themselves - in one place - in the future. See the Answers Variables section of this article:  So use the script to swap in the variable. Best of both worlds!

  • Luis Melo

    Hi Dorothy,

    If I understand your question correctly, you are looking to embed a video in an answer in OSvC Knowledge Base (Foundation).

    We've done this several times, and use it ourselves. See this answer in our customer portal, with a video embedded:

    The way to do it (we use YouTube) is get the snippet of code that YouTube provides on the "Share > Embed" option of each video (see example below, where video link is highlighted) and place it on the answer (remember to put it on the "Source" tab)

    <div style="position:relative;height:0;padding-bottom:56.25%"><iframe src="" width="640" height="360" frameborder="0" style="position:absolute;width:100%;height:100%;left:0" allowfullscreen></iframe></div>

  • Sebastiaan Draaisma

    Hi Lauren.

    I will just give you my input for what it's worth :-)

    • Image size: I like to keep it small as there are a lot of users with laptops. Autoscaling is an option but not commonly used but you could use a clickable thumbnail that opens a larger picture.
    • Resolution: 72dpi unless it has to be readable after printing, than use a 72dpi thumbnail that leads to a 150dpi picture.
    • Layout: Unless designing for smart phone or tablet, I would keep landscape as most users have a display in landscape setting.
    • Format: png, jpg and gif are widely supported
  • Bhagwan Singh Mer


    PFA document which shows "How-To" steps for creating anchors in answers so that the content of the question only appears when clicked on

    Special thanks to community manager Erica and team for providing me the right direction.Please feel free to fine tune (review) the same



  • Carl Elliott

    That is a pretty common practice.  You leave the login required off on the Home, answer list and answer detail pages and turn it on for the other pages, when they try and get to a login required page it takes them to to login page.  You can also implement Access Levels if needed to limit the knowledge base articles that are shown to the general public.  

  • Erica (Leep) Anderson

    Thank you for taking the time to share this change with the community, Anthony! We appreciate you taking the time to share this key difference here. Just wanted to let you know that I have also notified Documentation of this, so they can look into what updates would be appropriate.


    Erica, Oracle Service Cloud

  • Suresh Thirukoti

    Some ways to do it.....implementation type depends upon the customer...but most common is to use Data Import wizard to upload CSV exported from the older instance....

    • This involves creating a custom report on answers and adding required fields in the output
    • Report output will be exported as CSV and then imported into the other system
    • But this requires some manual fixing on Product/Category assignment, UI elements alignment/formatting, fields assignment discrepancies...etc 

     If you have some special requirement like mapping product category or manipulating UI elements ..etc, then Customization is the way to go....High level approach will be

    • Build a PHP Script utilizing Connect PHP API to read the Answer data
    • Invoke the target system's REST or SOAP API to update the data
    • Somewhat complex implementation but achievable and you will have full control on the proceedings






  • Anthony Smith

    Hi Dorothy

    You can see this by looking through the clickstreams table (attached definition).

    This returns answers that are set as attachments themselves as well - but if you play around there should be a way to filter those out. The report I attached just lists clickstream creation dates and file attachment ID that was viewed. So once you can run that over fattach and answers tables (they link together), you can then see which answer IDs from which answers have been viewed, and when.



  • Narendra Muttineni

    Hi Dev,

    1. Yes, you can do that. You need to write a script to fetch all the answers and perform Find on those answers and update each and every answer accordingly by using ROQL in REST API or SOAP API ROQL.

    Please check this config setting CP_FORCE_PASSWORDS_OVER_HTTPS. once you enabled this, automatically all the Rightnow URLs can be requested through https.



  • Richard Keevil

    Given that an Answer is just a HTML page, could you not use a simple SPAN on the word you need to pop out and style it if you needed?

    This is a sentence in your Answer with a <span title="Extra text">word</span> that displays extra text.
  • Carl Elliott

    The purpose of the alias file is to do that translation to a word used in the answer.  In your example you don't want to index that adress was searched you want it translated to address and use that word for scoring. The scoring is on the correct spelling which is what you want to measure.   I have never measure the performance of too many alias words but I assume it could cause an issue if it got really big.  The scoring is also going to be affected by where address is used in the answer based on your scoring options. 


  • Pramod Vasudeva Murthy

    Very simple,

    Import all the answers by Category, let me explain the steps:

    • Create a report of Answers by Product/Category and export them from Test site
    • Prepare a CSV file and make a importable column file and exclude unnecessary
    • Import those answers in production and open answer ID report 176. Select those answers and open multi-edit workspace for answers and attach all those to that Product/Category of that o TST site
    • Repeat this step for rest of Products/Categories

    This method is more suitable if Answers for are equi-distributed among Products/Categories.