How do I populate Web Roles in Knowledge Advanced?

Environment:

Knowledge Advanced

Issue:

Knowledge Advanced Web Roles are shadowed from Oracle Service Cloud’s Access Levels, via Contact user’s authentication.

Resolution:

Perform the following steps to populate Web Roles within Knowledge Advanced:

1. In Agent Desktop, create ‘Access Level’(AL) , e.g. Gold, Silver, Platinum
   
   
2. In Agent Desktop, create SLA and map ALs created in Step (1) to the new SLA
   e.g. All
   
   
3. In Agent Desktop, create a contact and assign SLA created in Step (2) to
   the contact. e.g. applejack is mapped to SLA “All”
   
   
4. Log the user created in (3.) to OKCS with either of 2 options:
   • Have the Contact log in to the Customer Portal
   • Using OKCS REST authenticate the “Web User” with the endpoint /km/api/latest/auth/authorize and userExternalType=CONTACT.

Notes:

For further information on getting authenticates the Web User for the OKCS REST API
Knowledge Advanced REST API Authenticate and Authorize