Before you can connect a community to Verint Knowledge Management, you must be sure that you are running a Knowledge Management site that is version 15.3 or higher, are using or capable of using OpenAM as an authentication mechanism, and that your Telligent Community job service and web application servers can communicate with Knowledge Management using standard HTTP(S) requests. Configuration of your Knowledge Management site is beyond the scope of these articles. Please consult your Knowledge Management documentation for more information.
To configure your community to connect to Verint Knowledge Management, you must be signed into your community as a user in the Administrators role. Then as that user, access the administration area of your community.
Choosing a document author
Knowledge documents are representations of an article in Knowledge Management. Because of this things like the original author information is not available inside of your community, but an author is still required in order to show the documents. Be default, the community will use the standard system account to do this, however as will see later you can customize this to show a user that may be a better fit for your community. However to do that you must first create that user in community so it is available when configuring the application. You can learn how to create and manage users in How do I add a community member?. This user requires no special roles or permissions, however if your community license is based on users, this user will count as a user or seat in your community. Using the service account will not.
Configuration
In the administration area, select Applications, then Knowledge Collections which will show the configuration screen.
Fill out the form on the right using the following information. Note the data inside the above image is for informational purposes only.
Tenant Id | This is the tenant Id for your Knowledge Management PRO instance. It is provided by your Knowledge Management administrator. For Enterprise customers the tenant Id is 'default'. |
API Base Url | This is the base url of your KnowledgeManagement API, usually the same as the base url of your Knowledge Management site. |
Realm | This is the realm for your Knowledge Management PRO OpenAM instance. It is provided by your Knowledge Management administrator. For Enterprise customers the realm is 'default'. |
Authentication Base Url | This is the base url of your KnowledgeManagement OpenAM authentication site. It should only be the main domain. |
Redirect Url | Generally nothing needs to be entered here and it can be left blank. If blank the default redirect url will be generated as API Base Url + '/GTConnect/UnifiedAcceptor/FrameworkDesktop.Main'. If however this url is not valid in your OpenAM configuration or a different value is needed, you would enter the fully qualified redirect url here. |
Knowledge Management User | This is a user on the Knowledge Management site that can read the documents you wish to show in community. It should be dedicated to this function, not be used by an actual user, and the password should never expire. This user does count against any user based licenses for Knowledge Management. |
Knowledge Management Password | The password for the Knowledge Management user. |
Community Document Author | If you configured a user to act as your document author previously, select it here by typing the username. If not specified the system account will be used. |
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.