The flexible structure of knowledge offers you:
• Categorization of Solutions, page 1- 2
• Creation and Searching by Multiple Solution Types, page 1- 2
Categorization of Solutions
In O racle Knowle dge Management, solutions are segregated in ca tegories or folders for
browsing or for performing a category-specific search for solutions.
A merchant can categorize solutions for retrieval by its users. A user can choose a
category or a subcategory during search to direct the search to a specific information area.
Creation and Searching by Multiple Solution Types
Informat ion in Oracle Knowledge Management is organized into solutions, which
is a collection of statements. You can create multiple Solution Types to organize
solutions. You can also search by either the Sym ptom-Cause-Ac tion (default) Solution
Type or any other Solution Type, such as Problem and R esolution, that you can create.
Security Control on Data
Solution Sec urity allows you to restrict which areas of the knowledge base that users
can search and browse. It also provides the ability to control the categories in which
a Knowledge Worker c an create and update solutions.
Security for solutions and Solution Categories are based on:
• Category Security Group (also known as Category Group): Controls the part of
the category tree that you can acc ess.
• Visibility: Indicates how sensitive the category, solution or statement is on a linear
scale. Solution and category Visibility is extensible.
Effective Text Searching
Oracle Knowledge Ma nagement integrates with Oracle Text to provide the text searching
functionality. Oracle Knowledge Management allows users 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 ba se d on the te xt match that Oracle Text performs. The
maximum score is 100. Solution scores v ary dependi ng on the search method that
you are using.
The search score can incorpora te users’ feedback.
Oracle Knowledge Manag ement provides the Simple Search to allow you to search
for solutions and other useful information, such as Se rvice Request and Forum
messages. You can include different repositories in the Simple Search. If you would
like to perform a more detailed and expanded search on solutions, you can use the
Advanced Solution Search.
Integration With Other Oracle Applicati ons
Oracle Knowledge Manag ement integrate s with other Or acle Applications, such as
Oracle iSupport, Oracle TeleService , Oracle Field Se rvice, Oracl e 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 knowledg e base.
Solution Management
1-2 Oracle Knowledge Management Implementation Guide