KM Control (Hosted Control)

  • Статья

Use the new KM Control type of hosted control to display the knowledge base articles stored in Parature, from Microsoft in your agent application. Using the new hosted control, your service agents can search for articles stored in Parature, associate or disassociate an article with a case, copy a link to an article, and send it through email or in chat without having to switch applications. More information: Use Parature knowledge for effective customer engagement and Configure Parature knowledge base in Unified Service Desk

In This Topic

Create a KM Control hosted control

Predefined UII actions

Predefined events

Create a KM Control hosted control

While creating a new hosted control, the fields in the New Hosted Control screen vary based on the type of hosted control you want to create. This section provides information about the specific fields that are unique to the KM Control hosted control type. For detailed information about creating a hosted control, see Create or edit a hosted control.

KM Control hosted control

In the New Hosted Control screen:

  • Under Unified Service Desk area, select KM Control from the USD Component Type drop-down list.

  • The Allow Multiple Pages drop-down list is not supported for this hosted control type.

  • The Hosting Type drop-down list specifies how you want this control to be hosted. You can choose Internal WPF (default) or IE Process. For more information, see Select a hosting method for hosted controls.

  • Under the Common Properties area, select the Application is Global check box to set the hosted control as global. Global hosted controls can be displayed outside of a customer session. Controls like the agents’ dashboard, wall or search are common uses for global hosted controls. Global hosted controls do not have session-specific state so when you change sessions, these same global hosted controls remain. If the check box is not selected, the hosted control becomes session based. Session-based controls exist in the context of the customer session. If the user changes to another session, all the session pages from the previous session are hidden.

  • The Display Group field displays the panel where this hosted control will be displayed. In the knowledge management package, the KM Control is displayed in the RighPanel; however, you can choose to display it in the LeftPanel or MainPanel as per your requirement. For information about various panels available in Unified Service Desk, see Panels, panel types, and panel layouts in Unified Service Desk.

For information about other General fields, see Create or edit a hosted control.

Predefined UII actions

These are the predefined actions for this hosted control type.

Searches records in the KM Control by passing search string as parameter.

Parameter Description

query

A string value to be searched in the hosted control. For example: query=contoso. This will fetch all the knowledge base articles from Parature that have names starting with the word "contoso".

results

An integer value to indicate the number of search results to be displayed in the hosted control. For example, specifying results=5 will display 5 search results in the hosted control. If no value or a wrong value is provided for this data parameter, then the default value (10) will be used. The maximum value allowed for this data parameter is 20.

filter

An integer value to indicate the knowledge base article type to be displayed in the hosted control:

  • 1: All (Default)

  • 2: All Draft

  • 3: All Published

  • 4: Published-Private

  • 5: Published-Public

  • 6: Published-Expired

For example, specify filter=3 to display only published knowledge base articles.

If no value or a wrong value is provided, then the default value (1) will be used.

blockClick

An integer value to indicate whether to block displaying the content inline when a search result is clicked in the hosted control. Set it to 0 to open the content inline when clicked; set it 1 to block opening the content inline. For example: blocked=1

If no value or a wrong value is provided, then the default value (0) will be used. If you have the set the value to 1 to block the content, the ResultOpen event will still be fired.

sort

An integer value to indicate the sorting options for the knowledge base articles in the search result:

  • 1: Relevance (default)

  • 2: Rating

  • 3: Number of views

  • 4: Last modified date (oldest first)

  • 5: Last modified date (newest first)

For example, specify sort=2 to sort the articles based on rating.

If no value or a wrong value is provided, then the default value (1) will be used for the data parameter.

Associate

Associates a knowledge base record in Parature with the parent entity record in KM Control.

Parameter Description

entitytypename

The logical name of the parent entity to associate the knowledge base record to. For example: entitytypename=incident

recordid

The ID of the parent entity record to associate the knowledge base record to.

articleuniqueid

The unique ID of the article in Parature that you want to associate. For example: articleuniqueid=7924/8112/Article/41

articletitle

A string value representing article's title in Parature that you want to associate. For example: articletitle=Diffused Sunlight and Weather Conditions

articleprivateurl

The private URL of the article in Parature that you want to associate. For example: articleprivateurl=https://demo.parature.com/ics/km/kmRefEdit.asp?questionID=41

articlepublicurl

The public URL of the article in Parature that you want to associate. For example: articlepublicurl= http://demo.parature.com/ics/support/default.asp?deptID=8112&task=knowledge&questionID=41

Disassociate

Disassociates a knowledge base record, which is already associated to the parent entity record in KM Control.

Parameter Description

articleuniqueid

The unique ID of the article in Parature that you want to disassociate. For example: articleuniqueid=7924/8112/Article/41

relatedentityrecordid

The ID of the parent entity record with which the knowledge base record is associated.

entityname

The logical name of the parent entity to which the knowledge base record is associated. For example: entitytypename=incident

SetArticleContext

Attaches data to the current knowledge base article in KM Control.

Parameter Description

articleapplication

Name of the hosted control where the knowledge base article will be displayed.

articledata

An article record object value passed from the ResultOpen event.

Pops up a URL from the hosted control, and runs the window navigation rules against it for routing the popup to the appropriate location.

Parameter Description

url

Routes a popup from the hosted control using this URL as if it were a popup requested form the displayed control.

frame

The frame from which the popup originated.

Close

Closes the KM Control hosted control.

FireEvent

Fires a user-defined event from the KM Control hosted control.

Parameter Description

name

Name of the user-defined event.

All subsequent name=value pairs become the parameters to the event. For more information about creating a user-defined event, see Create a user-defined event.

MoveToPanel

Moves the hosted control to the specified panel in Unified Service Desk at runtime.

Parameter Description

app

Name of the hosted control to be moved.

panel

Name of the target panel to move the hosted control to.

SetSearchProps

Enables different type of filters to search for knowledge base articles in KM Control.

Parameter Description

showFilter

Indicates whether to enable the article type filter for searching knowledge base articles. Set it 0 to hide the filter and 1 to display the filter. For example: showFilter=1.

If no value or a wrong value is provided, then default value (0) will be used.

showLang

Indicates whether to enable the language filter for searching knowledge base articles. Set it 0 to hide the filter and 1 to display the filter. For example: showLang=1.

If no value or a wrong value is provided, then default value (0) will be used.

showDept

Indicates whether to enable the department filter for searching knowledge base articles. Set it 0 to hide the filter and 1 to display the filter. For example: showDept=1.

If no value or a wrong value is provided, then default value (0) will be used.

SetSize

Sets the height and width of the hosted control. This is particularly useful when using "auto" in your panel layouts.

Parameter Description

width

The width of the hosted control.

height

The height of the hosted control.

SetUserCanClose

Enables the user to close the hosted control by clicking the X icon at the top-right corner of the hosted control tab.

Parameter Description

UserCanClose

Set this to true to enable the user to close the hosted control. Otherwise, set false.

Predefined events

The following predefined events are associated with this hosted control type.

PopupRouted

Occurs after a popup has been routed by the system.

Parameter Description

url

The URL of the popup that was routed.

ResultOpen

Occurs when a search result is opened for reading content in KM Control.

Parameter Description

title

The title of the article which needs to be displayed in the page.

answer

The answer data of the article that needs to be displayed in the page.

SearchComplete

Occurs after the knowledge base article search is complete, and the search results have loaded in the hosted control.

SelectionChange

Occurs when a result is selected in KM Control.

Parameter Description

title

The title of the article to be selected on the mouse-click event.

articleid

The ID of the article to be selected on the mouse-click event.

See Also

Tasks

Walkthrough 8: Use Parature knowledge within your agent application

Concepts

Use Parature knowledge for effective customer engagement
Configure Parature knowledge base in Unified Service Desk

Other Resources

Hosted control types and action/event reference

Unified Service Desk
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