ORA_CSO_GEN_Q_ANSWERING not working – Question Answering (Golden Answer) not appearing in Redwood Kn

Summary:

We are attempting to enable the Question Answering (Golden Answer) feature for Redwood Knowledge in Oracle Fusion Help Desk. Although all documented prerequisites appear to be configured, the AI-generated answer is not displayed. Instead, only the traditional list of knowledge articles is returned.

Content (please ensure you mask any confidential information):

The following configuration has been completed:

• Enabled Help Desk Adaptive Intelligence
• Enabled Use Generative AI features in Help Desk
• Set profile option ORA_CSO_GEN_Q_ANSWERING to Medium
• Using Redwood Knowledge
• Knowledge articles are published
• Initiated a manual content indexing job for the applicable knowledge content types (HCM-FAQ, FAQ, HCM-MKA)