In order to use the ‘Oracle Service Cloud Create Incident’ and ‘Oracle Service Cloud Knowledge Base’ actions, you will need to connect the Oracle Service Cloud Integration as follows:
Once you add the credentials and filtering options, then hit the connect button. The articles inside the Oracle Knowledge Base will be indexed according to the filters added (or no filters if they aren’t added). The search Knowledge Base functionality can now be enabled in the flows.
Navigate to the flows section in the CMS and go to or create the flow/block that the user should be able to search the Knowledge Base from → then click on the action component in the right side → you will see the list of actions, where you will also find the ‘Oracle Service Cloud Knowledge Base’ action. This action will, when it’s reached by the user, use the last user input to search the knowledge base that was indexed previously and display results as cards. After adding the action, you will be prompted to fill the following fields:
Limit is the amount of article-hits that can be displayed.
Label is the text that appears on the button below each result. The button will redirect the user to the article using its link.
Results component is the component that the action will redirect to if there was at least 1 result.
No results component is the component that the action will redirect to if there was no results at all.