Engagement Cloud Knowledge

When Engagement Cloud is used for service requests, the application will use Engagement Cloud’s knowledge functions to supply “manuals” and “bulletins” that are baked into the experience. These are example knowledge types for the purpose of demonstration. They supply an article title and a URL string that can point anywhere on the Internet. The app expects a PDF file as the URL endpoint and will load the PDF when the article is selected in the experience.

1. Login to Engagement Cloud with a user that has administrative permissions. Click the Settings and Actions dropdown and select Setup and Maintenance.
2. Select Setup: Service to move to service configuration.
3. Select Knowledge Management as the functional area.
4. Click Manage Knowledge Content Types to open content type management.
   For the next process, we will repeat the same steps to create Bulletins and Manuals content types.
5. Click the plus icon at the top to create a new content type. Fill out the Content Type Name field with “Manuals” or “Tech Bulletins”, based on which type you are currently creating.
6. Add the content fields URL, Summary, and Details.
7. After the content types have been created, navigate to the Knowledge Authoring section.
8. Click the hamburger menu in the top left of the screen and select Authoring. You can see all of your knowledge articles in this list.
9. To create a new bulletin or manual, click the Create Article button.
10. Select the type of article you plan to create. Since we setup tech bulletins and manuals with the same fields, the process of configuring the articles in the next steps will be the same.
11. Fill out the fields with the appropriate data. If the URL is invalid, the app will not be able to access it. Double check to ensure that it is correct.
    NOTE: The Title field is particularly important in this step, as the AR application uses the field to search for articles based on the name of the 3D model node name selected by the user. If there is a node named pump, the knowledgebase will search for articles (manuals and bulletins) with the word pump in the title. Ensure that you name your articles and your 3D model nodes to match this convention in order for knowledge content to display properly.
12. Click the Next button to publish the article.