How can I better understand Knowledge Advanced Content Processing on my site?
Oracle Service Cloud 19B release and later
Knowledge Advanced (KA) content processing jobs are found at the bottom of the Collection Setup. These jobs crawl and index KB content, web content, and external content to make it available in the agent desktop, Browser UI and CP web portal. There are several different jobs in the content processing.
Please see the Documentation for a full description of each type of job in the Content Processing Documentation.
The incremental crawl job is two jobs, crawling and indexing. For incremental changes in content to become visible to the users during search an indexing job has to process the content after its crawl job completes. The incremental jobs are optimized to run every 15 minutes in parallel, this allows for more frequent updates to the KB articles.
The other content processing jobs are also scheduled or can be run on demand.
The Queue button can be used to add additional processing for each type of job. This is used for the on demand type jobs and can be used to run additional once a day or once a week jobs as they are needed. It is not helpful to queue the incremental jobs as they are already running every 15 minutes. The incremental jobs are started by a utility that runs every 15 minutes so queuing them will not run them more quickly.
If a full crawl is queued it will take the place of the next incremental crawl. It is good to run full crawls after authoring has slowed down for the day and the incremental crawls are not needed.
When a job is already queued you do not need to queue another job of the same type.
Note: Some changes made to objects referenced by the KB content will also not be picked up by the incremental crawl. A full crawl needs to be run in these cases.
- The product hierarchy is changed (add or delete from product hierarchy)
- The text within a token is changed
- URL answers are added or removed