Creating a knowledge collection is very much the same as other applications, however they do require a bit more setup than most standard applications. Most applications allow users to create the content they contain, but knowledge collections simply consume knowledge documents from the host Knowledge Management system. This means in addition to being able to identify a collection, you must also tell it what content it should include.
To create a knowledge collection, you do the same as any application. Using the upper left pencil icon on a group page, select manage group, applications, add application, then add knowledge collection.
If you just configured the Knowledge Management application in general and the first full synchronization has not yet run, you will get a message that states a full synchronization is required. This is becasue your community has not yet received any data that is needed to properly create a knowledge collection. You can learn more about synchronization in How do I connect my community to my Verint Knowledge Management Site?.
If you have already had a successful synchronization, the create form will appear.
The first fields are name and description. This is the name that will be displayed in your community and the description is a brief overview of what it is. Currently description is not surfaced in the community interface.
Understanding Tag Configuration
Knowledge Management organizes its content using tags, however these tags should not be confused with tags in the community. In community tags are used a secondary method of identifying and categorizing content. In Knowledge Management it is the primary navigation structure, especially when it comes to Knowledge Collections. Knowledge Management tags and community tags are not related to each other.
When configuring a knowledge collection, four top level tags common to most Knowledge Management sites are used as the primary filter for selecting articles for the collection. Currently the integration relies on these 4 tags being present and does not support any custom organizations or additional top level tags. These tags are:
- Knowledgebase
- Product
- Region
- Topic
Using a combination of these tags, specific documents will be selected to be part of a knowledge collection. They are all optional. When specifying the tags, the tags selected within a specific top level tag are considered OR, while the top level tags themselves are AND. You can select tags in a top level area by typing the name to invoke a list, or use the browse link to see all the tags beneath that top level tag.
To understand how the logic is applied, consider the following configuration:
Compatibility
The feature discussed in this article is only available in Telligent Community 10.2 and higher. It also requires that you are running a licensed version of Verint Knowledge Management Pro or Enterprise v15.3 or higher and OpenAM as the Knowledge Management API authentication provider.