Self Help - Metadata Management

Last modified on 2022/09/16 11:28
Contents

Metadata, also known as attributes, are properties in a Self Help project that are applicable to all of the project procedures. This can be:

  • Standard metadata created by EasyVista

    example  Procedure name, procedure category, procedure alias

  • Specific metadata created by customers based on their requirements

    example  Keywords associated with a procedure for a virtual agent

  • Special metadata:

You can export metadata to a CSV file. This enables you to view and modify it easily in Excel. Once you have finished the modifications, you can import the file to the Self Help project. This will refresh the items of metadata by propagating them automatically to the relevant content, e.g. project, procedures or resources.

Metadata can be retrieved when statistics are extracted. It can be used to flag a batch of procedures that require specific statistical analysis.

Notes

  • Standard metadata is provided by EasyVista. You cannot add, modify, deactivate or delete this metadata.
  • Specific and special metadata items are created in edit mode in the Desktop Studio.
  • Deactivated metadata in a Self Help project cannot be included in procedures or exported.
  • When you copy a procedure to another Self Help project, all of the metadata from the source Self Help project will automatically be copied.
  • To delete an item of metadata that was manually added, you must first deactivate it.
  • Import and export files must be in CSV format.
  • Metadata is exported in all writing languages for the Self Help project.
    • Non-translatable metadata is automatically propagated to all procedures, irrespective of the language.
    • Translatable metadata is automatically propagated to all procedures in the language specified in the CSV file.
  • You can import and export metadata in the Online Studio Collections menu from the current Self Help project or a published project.
  • You can also perform an export in the Desktop Studio. If this is the case, metadata will only be exported in the selected language. Open url.png See the procedure

Caution

  • You must not modify the Locale, ID, ScenarioId and Path columns because they are required for identifying procedures. If you do so, the Excel file will no longer be valid. These are indicated in red in the description of the Excel file. Open url.png See Description of the Excel file
  • Metadata names are case-sensitive.
  • You can only export and import metadata to the same version of a given Self Help project.
  • As long as the metadata exported from a Self Help project has not been reimported:
    • You must not publish or delete any project procedures. If you do so, the contents of the Excel file will no longer be valid.
    • You can modify existing procedures and add new ones.

Best Practice

  • Text fields are case-sensitive. You should therefore copy and paste them to avoid typos and input errors.
  • You should define the naming convention for all metadata in the Self Help project and for all non-translatable values, e.g. CamelCase, snake_case, etc.

    example Category = ChangeCatalog or change_catalog

  • To avoid errors in metadata names, you must not create import files manually. You must export them from the project. Open url.png See the procedure
  • Export metadata once you have created all of the procedures in the Self Help project.
  • You can export metadata from a Self Help project in order to:
    • Complete or modify the procedure name, description and alias as well as other metadata.
    • Flag a batch of procedures that requires specific statistical analysis. Open url.png See Extraction profiles

Menu access

  • Metadata management: Online Studio > Knowledge > Collections
  • Metadata creation (Note: Only for specific and special metadata): Desktop Studio > Edit mode > select the Self Help project in the tree structure of the Explorer pane > Properties view > Metadata Definition tab

Desktop Studio screens description

Standard metadata

These items of metadata are available in each procedure, irrespective of the Self Help project.

     Open url.png See the description in the Excel metadata file.

         Desktop studio - Standard metadata.png

Specific metadata

These items of metadata are created by customers, based on their requirements, by specifying a set of properties.

         Desktop studio - Specific metadata.png

Key: Unique ID of the metadata. Note: If metadata is translatable, the key will be identical for each language.

Name and default value must be localized: Used to indicate if a name or value should be specified for each language (box is checked) or if the same name or value should be applied irrespective of the language (box is not checked).

Name: Name of the metadata. Note: One row will appear for each language if the metadata is translatable.

Applies to: Used to specify the type of component where the metadata is applicable.

Data type: Used to indicate the type of metadata.

Default value: Default value of the metadata. Note: One row will appear for each language if the metadata is translatable.

Indexable: Used to indicate if the metadata can be indexed for searches (value = 1) or not (value = 0).

Save icon.png: Used to save the metadata.

Activate metadata icon.png: Used to deactivate the metadata. The metadata will automatically be moved to the Deactivated Metadata tab.

Add metadata icon.png in the toolbar of the view: Used to add a new item of specific metadata.

Metadata for deploying a virtual agent

Four dedicated items of metadata are used to act on virtual agent procedures.

  • Agent Flag: Used to define how virtual agent procedures are run.
  • Dialog Friendly: Used to define how virtual agent procedures are opened.
  • Alternative Intents: Used to indicate the alternative ways of asking a given question that will open the same virtual agent procedure.
  • Tags: Used to specify the keywords to be highlighted in a tag cloud.

       Open url.png See the detailed description

       Virtual agent metadata.png

Metadata for filtering customer portal procedures by group

The authorizedGroups metadata is used to activate the filter functionality.

     Open url.png See:

         Desktop studio - AuthorizedGroups metadata.png

Description of the Excel metadata file

     Open url.png See the description

Procedures

See detailed step by step on Self Help portal

How to manage metadata in a Self Help project

Step 1: Export metadata via the Online Studio

1. Select Knowledge > Collections in the Online Studio menu.

2. Select the Self Help project with the relevant metadata.

The side pane displaying its details will appear.

3. Click Export 2 icon.png (Export) in the thumbnail of the relevant project version.

          Export via Online studio - Select project version.png

  • The metadata will be exported to a CSV file.
    Excel file.png
  • The name of the file will be in the following format, <Project_id>_metadata.csv.
  • Each procedure includes one row for each writing language used in the Self Help project.
       Open url.png See Description of the Excel file

Step 2: Modify the metadata in the CSV file

1. Open the CSV file in Excel.

2. Make the required modifications.

     Open url.png See Description of the Excel file

Caution:

  • You must not modify the Locale, ID, ScenarioId and Path columns because they are required for identifying procedures. If you do so, the Excel file will no longer be valid.
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3. Save the file in CSV format.
 

Step 3: Import metadata to the Self Help project

Note: Metadata will automatically be imported into the Self Help project for all the languages specified in the CSV file.

1. Select Knowledge > Collections in the Online Studio menu.

2. Select the Self Help project with the relevant metadata.

The side pane displaying its details will appear.

3. Click Import icon.png (Import) in the thumbnail of the project version whose metadata you previously exported.

Caution:
You can only export and import metadata to the same version of a given Self Help project.

4. Select or click and drag the CSV file you want to import and click Import.

Note: Correct the file if its status is Error. Run the import again.

  • A message will inform you if the import is successful.
  • Non-translatable metadata is automatically propagated to all procedures, irrespective of the language.
  • Translatable metadata is automatically propagated to all procedures in the language specified in the CSV file.

How to export metadata via the Desktop Studio

Best Practice icon.png  We recommend that you perform the export using the Collections menu in the Online Studio. This is because it enables you to export metadata for all of the languages in the multilingual Self Help project. Open url.png See the procedure

Step 1: Select the export language

1. Access the Desktop Studio in edit mode.

2. Click Select language drop down.png in the toolbar of the Explorer pane to select the export language.

  • To process non-translatable metadata, select the source language of the Self Help project.
  • To process translatable metadata, select the first language of the Self Help project. Repeat these actions for each language in your Self Help project.
     

Step 2: Save the export file

1. Right-click the Self Help project in the tree structure of the Explorer pane. Next, select Export > Get Metadata.

2. Save the file on your workstation.

  • The metadata will be exported to a CSV file in the selected language.
    Export via Desktop studio - Excel file.png
  • The name of the file will indicate the name of the Self Help project and the selected language.

    example  Wiki_metadata_en_US  ==> Wiki project in English

Step 3 (optional): Process translatable metadata for a multilingual Self Help project

1. Select each of the languages in the Self Help project by clicking Select language drop down.png in the Explorer pane.

2. Repeat the procedure in steps 1 and 2.

How to filter portal content by group

Step 1: Add a dedicated item of metadata to the Self Help project associated with the customer portal

1. Access the Desktop Studio in edit mode.

2. Select the Self Help project in the tree structure of the Explorer pane.

3. Select the Properties view.
The properties of the Self Help project will appear.

4. Select the Metadata Definition tab.

5. Click Add metadata icon.png in the toolbar to create the new item of metadata.

6. Complete the information for the new item of metadata, authorizedGroups.

          Add authorizedGroups metadata - To project.png
 

Step 2: Add the authorized user groups to each procedure

1. Click Tree expand icon.png to expand the tree structure of the  Self Help project.

2. Select the procedure to be filtered by group in the Explorer pane.

3. Select the Properties view.
The properties of the procedure will appear. The new item of metadata, authorizedGroups, will appear at the bottom of the list.

4. Specify the groups authorized to access the procedure in the authorizedGroups property.

Note: 

  • Separate each group using the comma, semicolon, vertical bar or slash , ; | /.
  • You can use the attribute management function.

          Add authorizedGroups metadata - To procedure.png

5. Repeat these actions for each procedure to be filtered by group.
 

Step 3: Check that information is correctly filtered by group

1. Go to the customer portal.

2. Select one of the groups you are authorized to access.

          Add authorizedGroups metadata - Authorized groups list.png

3. Check that only the procedures associated with this group are available.

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