Practices for Lesson 19:

Implementing Knowledge
Practices for Lesson 19

Overview
In these practices, you will learn about Knowledge configuration.

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144 Practices for Lesson 19: Implementing Knowledge

Practice 19-1: Knowledge Configuration

Goals
 Manage configuration related to Knowledge

Time
15 - 20 minutes

Overview
In this practice you will take on the role of an administrator. You will review some of the
Knowledge configuration options. You will look at some profile options that affect how
Knowledge works and then you will manage locales and create a tailored content type. Finally,
you will look at managing search dictionary synonyms and setting up Knowledge users.

Tasks
1. If necessary, sign in to the application using your assigned login.
2. Observe how to enable/disable the SR Knowledge panel.
a. Navigate to Setup and Maintenance > Service > Service Request > All Tasks >
Manage Service Request Knowledge Profile Options.
b. Notice the SVC_ENABLE_KNOWLEDGE_IN_SR profile option is displayed.
When set to Yes, the Knowledge panel is available in the SR. If set to No, the SR will
not have a Knowledge panel.
c. Click Cancel.
3. View Knowledge profile options.
a. On the right, click the Tasks icon.

b. Click Search.
c. Search for Manage Administrator Profile Values.
d. Drill down on the Manage Administrator Profile Values task.
e. Set Application = Knowledge Management.
f. Click Search.

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Practices for Lesson 19: Implementing Knowledge 145

 g. Notice that various "CSO_" profile options are displayed.

h. Hover over the Profile Display Name for each profile option.
Through these profile options, you control the appearance/behavior of the Knowledge
feature. For example, you can enable automatic visual title discovery for PDFs, you
can enable or disable the Category and Product fields for filtering knowledge search
and recommended articles, and so forth.
i. Click Cancel.
j. Click Done.
4. Manage locales to which articles can be published (active locales).
Note: if another student has completed this practice step, the Arabic - Egypt locale will
already be active.
a. Navigate to Setup and Maintenance > Service > Knowledge Management > All Tasks
> Manage Knowledge Locales.
b. Set List = All Locales.
c. If necessary, for the Arabic - Egypt locale, select the Active checkbox.
d. If necessary, in the Warning message, click OK.
e. Scroll through the list and notice the other locales that have the Active checkbox
selected.
f. Set List = Active Locales.
g. Expand the Default Locale list.
h. Notice that English – United States is selected.
If there is only one active locale, it is used as the default locale. If more than one locale
is active, you can choose which active locale is the default locale.
i. Click Done.

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146 Practices for Lesson 19: Implementing Knowledge

5. Create a content type.
a. Navigate to Setup and Maintenance > Service > Knowledge Management > All Tasks
> Manage Knowledge Content Types.
b. Notice that there are several existing content types, including: FAQ, HCM-FAQ, HCM-
Solution, and Solution.
c. Click the Create Content Type icon .
d. Set:
Content CRM_nn_<today's date>
Type Name where nn is your student number
date format ddmmmyy; for example, 30Nov19
Note that you are adding the date in the training environment to
differentiate this content type (you would not normally do this) from
others with a similar name created on different dates.
Description A simple template for writing a procedure.
Reference CRM_nn_<today's date>
Key where nn is your student number
date format ddmmmyy; for example, 30NOV19
Note that this field populates automatically (you may need to press the
Tab key on your keyboard after entering the Content Type Name)
Document <Your initials><month>
ID Prefix use two letters for your initials and three letters for the month
for example, KBNOV
Application Service
the student users have roles to create articles for both Service and HR
Help Desk
e. Click Next.
This is a shared system so another student may have activated other locales.
If you receive an error indicating that all active locales need a content type name, close
the error message, click the locale icon, for each locale provide the same content type
name and description, click OK to close the dialog box, and then click Next.
f. If you get an error indicating that the Document ID Prefix already exists:
1) Click OK to close the error message.
2) Enter a new Document ID Prefix (try using three initials and two letters for the
month or some other combination of letters).
3) Click Next.
You may need to repeat this process until you enter a unique document ID.
g. Set Name = CRM nn Recommended Practice <today’s date> (where nn is your
student number and today’s date is in the format ddmmmyy).

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Practices for Lesson 19: Implementing Knowledge 147

 Before an author writes an article, a content type is selected as a template for the
article. It’s helpful to the author to name tailored content types to identify or describe
what the content type contains.
h. Under Content click the Add Content Fields icon .
i. Set Name = Procedure.
j. Select the Required checkbox.
k. If the Reference Key field is not populated automatically, set Reference Key =
PROCEDURE.
l. Click the Visibility icon.
Here you set the visibility at the article level. You would select Internal Service to
restrict article visibility so customers cannot see it (internal CRM resources only).
m. Click Cancel.
n. Click Create.
o. If you get an error indicating that the Document ID Prefix already exists:
1) Click OK to close the error message.
2) Click the Define train stop.
3) Enter a new Document ID Prefix (try using three initials and two letters for the
month or some other combination of letters).
4) Click Create.
You may need to repeat this process until you enter a unique document ID.
5) Click Close.
p. Notice your content type in the list.
q. Click Done.
6. Configure a user group.
a. Navigate to Setup and Maintenance > Service > Knowledge Management > All Tasks
> Manage Knowledge User Groups.
b. Select the Service department.
This will make your content type available to authors that have data security policies
granting access to Service content types.
c. Click the Create New User Group icon (plus sign).
d. Set User Group Name = CRM User Group nn, where nn is your student number.
e. Press the Tab key.
f. If the Reference Key field doesn’t autopopulate, set Reference Key =
CRM_USER_GROUP_nn, where nn is your student number.
g. Click Create.
h. Click Done.

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148 Practices for Lesson 19: Implementing Knowledge

7. View synonyms in the Search Dictionary and view content processing job configuration.
a. Navigate to Setup and Maintenance > Service > Knowledge Management > All Tasks
> Manage Knowledge Search Dictionary.
b. Set Find = phone.
c. Click the Search icon (magnifying glass).
d. Drill down on telephone.
e. Scroll through the synonyms.
f. Notice that there can be different synonyms for different languages.
g. Click Cancel.
h. Click the Content Processing tab.
i. Click Refresh.
The job list is updated to show the most recent search content processing jobs, their
run times, status, and logs. A Knowledge Manager can run the incremental search
content processing job on demand by clicking the Run Incremental Content Processing
button.
A Knowledge Manager can have all of the articles or content collections in the
knowledge base indexed by clicking the appropriate queuing button. The next time the
content processing job runs, it will pick up what was indexed.
j. Click Done.
8. Observe how to schedule the incremental search content processing job.
a. Use the Navigator to navigate to Tools > Scheduled Processes.
b. Click the Schedule New Process button.
c. In the Name field, enter Knowledge.
d. Press Enter.

The Knowledge Search Batch Process is the incremental search content processing
job. It is recommended that you schedule this process to run every 15 minutes.
e. Click Cancel.
f. Click Cancel.

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Practices for Lesson 19: Implementing Knowledge 149

9. Set up Knowledge user locales.
a. Navigate to Knowledge > Knowledge Users.
b. Set Find = crm.studentnn, where nn is your student number.
c. Click the Search icon.
d. In Authoring Locales, move all locales in the Available list to the Selected list.
e. Click Save.
This enables the author to publish articles to all selected locales.
10. Examine the data security policies for Service knowledge article authors.
a. Navigate to Tools > Security Console.
b. Click OK to dismiss the warning.
c. Set Search = Job Roles.
d. In the Search field, enter Knowledge.
e. Notice that there are several predefined Knowledge job roles.
f. Click the Knowledge Author Service job role.
This is a predefined job role. You can use the predefined roles or create your own roles
to meet business needs.
g. In the pale blue square, from the Actions list, select Edit Role.

h. Click the Data Security Policies train stop.

i. Notice the data security policies associated with this job role that grant access to
various authoring privileges (update, delete, publish, view, translate) for all Service
content types.
j. Notice the data security policies that grant search access to service articles (Service
department) and to content tagged with the Internal Service user group (visibility).

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150 Practices for Lesson 19: Implementing Knowledge

 Note that there may be a combination of predefined and custom data security policies
defined in the classroom environment.
k. Click Cancel.
11. Examine the data security policies for service knowledge users.
a. Search for job role Knowledge Search Service.
b. Click the Knowledge Search Service job role.
c. From the Actions list, select Edit Role.
d. Click the Data Security Policies train stop.
e. Notice that this job role has no data security policies granting access to content types.
f. Notice the data security policies that grant search access to Service articles and
access to content tagged with the Internal Service user group (visibility).
g. Click Cancel.

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Practices for Lesson 19: Implementing Knowledge 151