KM Control (Hosted Control)
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.
.png "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.
Search
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: |
results |
An integer value to indicate the number of search results to be displayed in the hosted control. For example, specifying |
filter |
An integer value to indicate the knowledge base article type to be displayed in the hosted control:
For example, specify 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: 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:
For example, specify 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: |
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: |
articletitle |
A string value representing article's title in Parature that you want to associate. For example: |
articleprivateurl |
The private URL of the article in Parature that you want to associate. For example: |
articlepublicurl |
The public URL of the article in Parature that you want to associate. For example: |
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: |
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: |
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. |
Popup
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: 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: 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: 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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