Knowledge Management

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  • Cosimo Galasso

    Thanks for your contribution.

    CG

  • Colby Ross

    That is my understanding. 

  • Anthony Smith

    LOL sorry mate I thought this was the OP asking me whether my instructions were for KA or KF. Note to self, read posters' names properly next time. Apologies, ignore my answer.

  • Cosimo Galasso

    So it depends on what you mean by segregate articles.

    If you want to hide a certain article on the Customer Portal in the same interface, it's possible to use Access Level and SLA.

    If it's enough to just categorize the article, go for the product/category taxonony.

    Specific product and/or category could be eventually hidden on a specific interface.

    CG

  • Anthony Smith

    This is Foundation. If you don't specify which, on these forums anyway often it's assumed you're talking about Foundation.

  • Cosimo Galasso

    Are you using the Knowledge Advanced or the Foundation?

    Regards

    CG

  • Anthony Smith

    Hi there

    For your purposes categories/products would be by far the best way to do this:

    - Creating 26 categories/products takes no time at all: just open Products/Categories/Dispositions, decide whether you want to use Products or Categories, create a parent folder and chuck in all 26 items in there.
      Don't forget to tick the "End User" box so it can be visible to CP

    If you're using CP to present this information to the users you have a bunch of options:

    - Allow users to use the stock dropdown filters so they can select their own BU and search within that. As long as all articles are tagged against the relevant BU this will work great.

    - If you decide to make a central landing page I'd also suggest is to use Multiline report widgets such as this <rn:widget path="reports/Multiline" report_id="102744" per_page="6"/> to present filtered results, for example you can make 26 boxes that show top 5 or 6 viewed articles for each of the 26 BUs, something like 4 or 5 columns of these reports usually works pretty mint. Depending on the length of article titles ofcourse.

    - In addition you can now easily report on traffic usage between BUs since you can just filter against one or more categories/products and look at usage, look at the numeber of existing articles, look at the continuous improvement level of said articles i.e. how long has it been since they've been updated, etc.

    It might take you a few hours to create the categories, categorise your content and customise your homepage/create a new one, but the user experience and the insights you'll gather will definitely be worth it.

  • Anthony Smith

    You may have already considered this, but incase you haven't - by restricting access to content based on interface you may be removing opportunities to single-source content, whether it's the same piece of content that applies to 2 or more interfaces, or the interfaces share part of the content and the rest of the content is conditional.

    From experience, even if the interfaces relate to separate branches of the organisation - by managing content in silos you usually end up with a decent amount of duplication and the standard of content/writing will vary greatly. We normally approach this by looking at the content processes, even such basics as "search for content before creating new" make a big difference, if you combine that with continuous improvement you might find that by having your writers across all content will help with the content accuracy, consistency and low amount of duplication.

  • James Carstairs

    Sorry, I should have included this in the above.  I will amend this and make this clearer.

    This view access you highlight is for authoring purposes only.  It has nothing to do with the viewing of articles in the Customer Portal or Agent Desktop Search.  You will still need to secure your content by user group.

    (sorry for some reason the comment was duplicated so I deleted it and it deleted both!!! :-)  added back in )

  • James Carstairs

    You can achieve what you want with the correct setup/configuration and an understanding of how interfaces work.

    REST API works off 2 authentications

    1 - the REST API user (controls access to the apis - not content)

    2 - the ACTUAL user performing the action (controls access to the content)

    Each of these are setup differently, but neither is given explicit access to an interface as this is inherited based on the ACTUAL users access and the content itself.

    If you are restricting authoring you do this by controlling access to the content_types and the views.

    If you are restricting search/browse you do this by controlling access with user groups (web roles for customers) and these are associated to users and to content.

    Anything not secured by a user group will be visible across all interfaces (eg. it's public) depending on how the query is issued.  Keep in mind an interface also has a locale associated to it so don't forget to take that into consideration in your actions.

    Completely separately, and nothing to do with knowledge advanced, you can control access to an interface with id address range access/blocking (and a few other methods).  From what you are asking I don't think this is what you will need to do, but it's an option if tighter security is required.

  • Cosimo Galasso

    Thanks for your support

    I would like to restrict both the authoring and the search, and possibly I would like to share the same Content Type and don't duplicate it for each group of users.

    I have found out that the Console User can be given explicit access to a view (see the attached image).

    So I was expecting that this will control the access to the articles based the association between the Console User and the View, both for the authoring and searching. If not what this association is used for?

    So as you mentioned it does not work as I was thinking, and the only way is to play with content type for the authoring and the user group for the searching?

    CG

     

  • Colby Ross

    I know this is a late response, but I wanted to let future user's who ask this question to know that this can be done by creating and modifying the CP widgets. In our case, we had a repeating node for file attachments and as mentioned, the Attachments and File attributes were repeating on the CP page. By working with the widgets, we were able to get them to show in just a single list (refer to attached image). 

     

  • Sombit Chakraborty

    Hi,

    The below steps works. Sure I will tag to the relavent one.

    Setup and maintenance--> Service

    Functional areas --> Knowledge Management

    select all task --> Knowledge content Type -->Manage Knowledge Content Types- > FAQ -->Click Next --> Scroll Down --> Enable the checkbox for file attachment --> Click Done

    Thanks,

    Aditya

  • Anthony Smith

    Oh right, you may not want to tag your posts as "knowledge foundation" then

  • Aditya varma

    Hi,

    We are actually looking the knowledge articles in the Oracle Engagment Cloud.

     

    Thanks,

    Aditya