As a new customer to Oracle Service Cloud, where can I find information about setting up our public knowledge base of answers?
Answers, Getting started creating a knowledge base
Oracle Service Cloud
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 Service Cloud 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 Service Cloud 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 Service Cloud manuals and documentation online, refer to the Documentation for Oracle Service Cloud 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.