Search Results iem_kb_results




Overview
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Overview

The IEM_KB_RESULTS table is a core data repository within the Oracle E-Business Suite (EBS) Email Center (IEM) module, specifically versions 12.1.1 and 12.2.2. It serves as the persistent store for knowledge base (KB) search results generated during the automated processing of inbound email messages. When an email arrives, the system can query configured knowledge bases—such as solutions, FAQs, or other informational categories—to find relevant content. This table systematically links the original email message to the specific KB articles or classifications identified as potential responses or relevant information, thereby facilitating automated or agent-assisted response generation and improving service efficiency.

Key Information Stored

The table's structure is designed to establish clear relationships between emails, accounts, and search outcomes. Its primary columns, as indicated by its constraints, are critical for data integrity and process flow. The KB_RESULT_ID serves as the unique primary key for each result record. The combination of MESSAGE_ID, EMAIL_ACCOUNT_ID, and KB_RESULT_ID forms a unique key, ensuring no duplicate result sets are stored for a given message from a specific account. The CLASSIFICATION_ID is a foreign key linking to the IEM_CLASSIFICATIONS table, storing the identifier for the specific knowledge base category or article matched during the search. The EMAIL_ACCOUNT_ID foreign key associates the result with the specific email account configuration in IEM_EMAIL_ACCOUNTS from which the message originated, which is essential for multi-account deployments.

Common Use Cases and Queries

This table is central to reporting on the effectiveness of knowledge-driven email automation and agent productivity. Common use cases include analyzing the frequency and types of KB matches to gauge knowledge coverage, auditing automated response suggestions, and generating metrics for email resolution rates tied to KB usage. A typical analytical query might join IEM_KB_RESULTS with message and classification tables to report on top-matched KB categories.

SELECT cl.classification_name, COUNT(*) AS match_count
FROM iem.iem_kb_results kr,
     iem.iem_classifications cl
WHERE kr.classification_id = cl.classification_id
GROUP BY cl.classification_name
ORDER BY match_count DESC;

For operational support, queries often retrieve all KB results for a specific inbound email message to understand what automated solutions were proposed to an agent.

SELECT kr.kb_result_id, cl.classification_name
FROM iem.iem_kb_results kr,
     iem.iem_classifications cl
WHERE kr.message_id = :p_message_id
  AND kr.classification_id = cl.classification_id;

Related Objects

  • IEM_CLASSIFICATIONS: A direct foreign key relationship (IEM_KB_RESULTS.CLASSIFICATION_ID) provides descriptive details about the matched knowledge base category or article.
  • IEM_EMAIL_ACCOUNTS: A direct foreign key relationship (IEM_KB_RESULTS.EMAIL_ACCOUNT_ID) links the result to the configured email account, which is vital for context and security.
  • IEM_MESSAGES / IEM_EMAIL_MESSAGES: While not explicitly listed in the provided metadata, the MESSAGE_ID column inherently references the core email message tables within the IEM schema to identify the source email.
  • Primary Key: IEM_KB_RESULTS_PK (on KB_RESULT_ID).
  • Unique Key: IEM_KB_RESULTS_UK (on MESSAGE_ID, EMAIL_ACCOUNT_ID, KB_RESULT_ID).