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Best Practices for setting up your knowledge base of answers
Answer ID 1733   |   Last Review Date 07/22/2019

As a new customer to Oracle B2C Service, where can I find information about setting up our public knowledge base of answers?

Environment:

Answers, Getting started creating a knowledge base
Oracle B2C Service

Resolution:

Before you develop your knowledge base, it is important to understand the process for publishing answers. Frequently, the need for a new public answer will arise from a question submitted by a customer. When agents resolve an issue and recognize the need for an answer, they can create a publicly viewable answer.

The following process outlines the steps for efficiently capturing information and creating answers:

Step 1: Define a process for proposing new answers.
Step 2. Define an approval review process for new answers.
Step 3. Determine the audience of new answers.
Step 4. Determine the display position of new answers.
Step 5. Notify staff of new answers.

For additional information, refer to the 'Defining a process for publishing and reviewing answers' section in online documentation for the version your site is currently running.

Note: This answer is not intended to provide comprehensive training or comprehensive implementation steps regarding use of Oracle B2C Service or the Answer editor. The intent of this reference is to provide a high-level description of features and processes to evaluate when determining how Oracle B2C Service will be used within your organization.

For more information on getting started in answer creation, refer to the 'Seeding your knowledge base' and 'Creating effective answers' sections in online documentation for the version your site is currently running. To access Oracle B2C Service manuals and documentation online, refer to the Documentation for Oracle B2C Service Products.

The answer documentation provides valuable information regarding Seeding your knowledge base, Organizing answers, Maintaining your knowledge base, Adding answers, Managing and Editing answers and relationship answers.

Once you have a good foundation of content, see Answer ID 1447: Tips and best practices for maintaining answers for information on maintaining your knowledge base.