• Categorization of S olutions, page 1- 2
• Creation and S earching by Multiple Solution Types, page 1- 2
Categorization of Solutions
In Oracle Kn owledge Manag ement, solutions are segregated in catego ries or folders for
browsing or for performi ng a category-specific sea rch for solutions.
A merchant can categorize solutions for retrieval by its users. A user can ch oose a
category or a subcategory during search to direct the search to a specific information area.
Creation an d Searching by Multiple Solution Types
Informat ion in Oracle Knowledge Manage ment is organized int o solutions, which
is a collection of statements. Yo u can create multiple Solution Types to organize
solutions. You can also search by either the Symptom-Cause-Action (def ault) Solution
Type o r any other Solution Type, such as Problem and Resolution, that you can create.
Security Control on Data
Solution Security allows you to restrict which areas of the knowledge base that users
can search and browse. It also provid es the ability to control the catego ries in which
a Knowledge Worker can create and update solutions.
Security for solutions and Solution Categor ie s are based on:
• Category Security Group (also known as Category Group): Controls the part of
the category tree that you can access.
• Visibility: Indicates how sensitive the category, solution or statement is on a linear
scale. So lution and category Visibility is extensible.
Effective Text Searching
Oracle Knowledge Management integrates with Oracle Text to provide the text searching
functionality. Oracle Knowledge Management allows u se rs to search using different
search options, such as Any Keywords, or All Keywords. To focus search results, you
can search for solutions under different products, platforms, or categories.
Scoring of each solution is based on the text match that Oracle Te xt performs. The
maximum score is 100. Solution scores vary depending on the search method that
you are using.
The search score can incorporate users’ feedback.
Simple Search lets you search for solutions and other useful informatio n, such as
Service Reque st and Forum messages. You can i nclude different repositories in the
Simple Search. If you would like to per form a more detailed and expanded search on
solutions, you can use the Advanced Solution Search.
Integration With Other Oracle Applications
Oracle Knowledge M anagement integrates with other Oracle Applications, such as
Oracle iSupport, Oracle TeleService, Oracle Field Service, Oracle Depot Repair, and
Oracle eMail Center. Users of all these applications can search the same knowledge base
for solutions and contribute new solutions to the knowledge base.
1-2 Oracle Knowledge Management User’s Guide
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