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:
- Knowledge Base
- 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:
In this case, you can see several tags are selected for each top level tag to build this collection:
- Knowledge Base: Internal
- Product: EFM 7.x, EFM 8.x
- Region: USA
- Topic: Installation, Administration
This means when the knowledge collection is finally saved, when it selects what knowledge document to include, it will use the following logic:
"Find all knowledge document that are tagged ('Internal') AND ('EFM7.x' OR 'EFM 8.x') AND ('USA') AND ('Administration OR Installation')"
Languages and Categories
In addition to tags, you can further restrict the selected knowledge documents by available translations and categories.
Languages
This will list all language packs installed on your community. In order to show translated articles you must have the equivalent language pack installed, regardless of whether or not a knowledge document has a specific translation available. When filtering by language, it will attempt to show a translated version of a document if its available, otherwise it will fall back to the first available translation.
Categories
The integration supports 4 categories as defined in Knowledge Management:
- Articles
- Alerts
- FAQ
- Uploaded
This means you can select the check boxes next to the categories you wish to include in your collection. Note that selecting none is the same as selecting all of them. Currently these are the only supported categories. The integration does not support custom categories or spidered content.
When building a collection, it first filters down to only the documents with translations supplied by the languages selected and only ones in the specific categories selected. Consider this configuration:
In this scenraio we are saying we only want English articles that are FAQ and Article. When we combine this additional configuration to our above tags, the logic that is applied is as such:
"Find all knowledge document that are 'In English' AND are categorized 'Article' OR 'FAQ' and are tagged ('Internal') AND ('EFM7.x' OR 'EFM 8.x') AND ('USA') AND ('Administration OR Installation')"
Empty Knowledge Collections
If you specify too much filtering, you run the risk of not getting any documents that match the criteria. In this case you will receive a system notification to prompt you that your collection resulted in no documents and to review your 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.