To ensure that questions get required attention from community members and are NOT left unanswered, it’s important for the author to indicate (by selecting “Yes” or “No” when prompted) whether the question was answered. (newly added) Please note that it is also important to respond to EACH comment your question receives. Your Yes or No response ensures an accurate status for your question.
For more information, please refer to this announcement explaining best practices for getting answers to questions.
For more information, please refer to this announcement explaining best practices for getting answers to questions.
Knowledge
Discussion List
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END OF LIFE NOTICE: Classic Knowledge Experience in FusionOracle is announcing the retirement of the Classic Sales and Service user experience, which includes the Classic Knowledge user experience, in upcoming Fusion releases. … -
Gartner Names Oracle a Leader for CRM Customer Engagement CentersOracle has just been named a Leader in the 2025 Gartner® Magic Quadrant™ for the CRM Customer Engagement Center for the thirteenth consecutive year. We believe this sust… -
New! AI Agent Collaboration CenterWe are excited to introduce the AI Agent Collaboration Center – a dedicated space for our community members and Oracle, to showcase, exchange and explore real-world AI A…
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Is there any way to restrict download of attachments from knowledge articles in oracle fusion?Hello Team, Is there any way to restrict download of attachments from knowledge articles in oracle fusion by the employees viewing the knolwedge articles? Kindly let us … -
Integrate Oracle Digital Assistant with Redwood Fusion Knoweldge (LLM Knowledge Search)Fusion Redwood Knowledge with Oracle Digital Assistant Scope: This article describes integrating Fusion Redwood Knowledge (LLM Knowledge Search with GenAI Summarization)…
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Filter knowledge results by category as a User and AgentSummary: We have a large volume of knowledge in our knowledge base and we are looking for the ability to be able to filter knowledge results based on category. For examp…
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How do I move to Redwood knowledge in 25B?Summary: Redwood knowledge should be universally available with 25b. How do we make the change? Content (please ensure you mask any confidential information): Version (i…
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suggest a change feature in oracle knowledge managementSummary: 'Suggest a Change' feature in oracle knowledge management does not show who suggested the change for the articles. it only shows what was suggested, but does no…
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How to export Oracle Fusion Cloud DataHi, How can a customer in Oracle Fusion Cloud export all their transactional data across all the implemented modules? Thanks,
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Privacy with in Knowledge AuthorsSummary: Hi All, Is there an Article security provision within Knowledge Authors ? I understand there is a functionality of User group to be used for Article access base…
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Knowledge workflow approvals routing based on ArticlesWe have a specific Business Requirement: A single shared content type (E.g., HR Policy) will be used across 20+ Departments/BU's. Separate content type cannot be created…
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Hide the author name for the knowledge articles that appear in Help Desk Agent knowledge search UISummary: ORA_HELP_DESK_HIDE_KM_AUTHOR profile option is successfully hiding the author name from My Help > Browse popular articles, self service article page. However it…
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BU support for Knowledge: Max num of BUs and Can be enabled without enable BU for Help Desk?Summary: I have some questions about Knowledge Management Business Unit Support. For a new implementation, we are interested in enabling BU support for Knowledge. Howeve… -
Has anyone used 'Create content from import' REST API to access knowledge articles from external souSummary: We would like to search for knowledge articles stored in sharepoint in 'My Help' (Help Desk) Oracle docs say You can import content from an existing knowledge b…
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How to enable AI functionality in Knowledge AuthoringSummary: So basically, we want to know how we can enable the Knowledge Authoring in instance as currently its not visible and I was going through one of the Oracle sessi…
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can we migrate knowledge articles from classic help desk to redwoodSummary: I wanted to check if we will be able to migrate the knowledge articles from classic HR help desk to redwood? OR we would have to reconfigure them/re-author them… -
Is there a way to feature Knowledge on the my Help pageSummary: During critical periods of time throughout the year, we release knowledge articles that need to be featured for ease of access and to highlight important update… -
Deep link for Redwood KnowledgeSummary: We often link to our knowledge articles in organizational email updates - but we cannot figure out how to generate a deep link of a knowledge article in the Red…
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Add filters to my knowledge page.Summary: As a Knowledge Author, we have the ability to use filters when viewing the list of Knowledge. But it does not appear that is an available option for employees o…
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Can we control/clear the default filters in the Knowledge panel?Summary: Currently when an agent opens the Knowledge panel a number of filters fill in by default. We want to stop the subject line filter from defaulting to the subject…
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Does HCM KM have an request intake feature?Summary: Implementing in our environment next year, and trying to streamline knowledge article requests. I wonder if HCM knowledge management has a content request intak… -
Unable to find the option to enable the Knowledge with Redwood User Interface feature.Summary: We are trying to enable the Knowledge with Redwood User Interface feature for Redwood Knowledge in our application. However, we’re unable to find the option to … -
Manage Knowledge in DCSHello everyone, I’m currently working on the integration between Oracle Fusion Service and Oracle Digital Customer Service (DCS), and I have a question regarding the man…
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Seeking Guidance on Integrating Oracle Knowledge with My HR HelpdeskHi I'm currently evaluating whether—and how—Oracle Knowledge can be effectively integrated with our My HR Helpdesk. After enabling Knowledge in our environment, it appea… -
User Preferences > Preferred Knowledge LocaleWithin Oracle HCM Cloud, are there currently any tools available (EG: HDL etc) that would allow us to update an Employees 'Preferred Knowledge Locale' en masse? Kind reg…
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How do employees access Knowledge Base after enabling Redwood in Knowledge ?Summary: Hi All, We have redwood enabled for our Knowledge Implementation. And the employees are accessing the Knowledge articles using My help under Help desk. However,…
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How to Track Article View Counts in Oracle Fusion Knowledge Management (Self-Service, Email, SR)?We are using Oracle Fusion Service Cloud (Knowledge Management) and would like to understand how to track article view counts across different channels and roles. Specif…
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How to Track Article View Counts in Oracle Fusion Knowledge Management (Self-Service, Email, SR)?We are using Oracle Fusion Service Cloud (Knowledge Management) and would like to understand how to track article view counts across different channels and roles. Specif…
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Where Can Employees Access Knowledge Base Search in Redwood HR Helpdesk?After migrating from Classic HR Helpdesk to Redwood HR Helpdesk, we've noticed that employees are no longer able to access the Knowledge Base (KB) search pane directly. … -
Popular articles - LimitHello, I would like to know if there is a limit to the number of articles displayed in the Popular Articles section ? If so, how many articles are visible ? Thank you,
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Announcing: Oracle CX Partner Enablement Training Series (Sep 8 - Oct 2)We’re excited to invite all Oracle implementation partners to join our upcoming Oracle CX Partner Enablement Training Series, starting September 8 and running through Oc…
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What role has access to create new content types, products, categories & user groups?Summary: I have been assigned the Knowledge Authoring and Knowledge Manager roles in Knowledge Classic. I believe these are the out-of-the-box roles. With these role ass…
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How to know which users have the Internal HCM role assigned to themSummary: "Internal HCM" is an out-of-the-box user role. Is there a way to generate a report that lists all users with that role? If so, can you provide instructions to d…