Remote Worker Package - Procedure specific to versions Autumn 2020 - Build 2020.2.108.7 and earlier
See Latest installation procedure
From:
- Minimum Self Help version: Cobalt 1.1
- Minimum Service Manager version: Oxygen 2.0
Procedure: How to install the Remote Worker virtual agent
Step 1: Install the components required by the Remote Worker virtual agent manually.
1. Install the Self Help for remote workers package.
Note: If you installed the Self Help for remote workers customer portal, this step has already been performed.
- Download the file below to your workstation.
Self Help for remote workers package
- Extract the Self Help Pack - Project SHRW.zip folder.
The three Self Help project archives and the specific skin called evshrw will be extracted.
- Open the Desktop Studio in edit mode.
- Import the shrw_KNOWLEDGE BASE_PROJECT.zip and shrw_SMALL TALK_PROJECT.zip archives to the domain of your virtual agent.
Two new Self Help projects will be created. All procedures will automatically be added to the tree structure.
2. Install the Social base package. See the description.
- Download the file below to your workstation.
- Open the Desktop Studio in edit mode.
- Import the file into the domain of the virtual agent.
A new Social base project will be created. All procedures will automatically be imported and added to the tree structure.
3. (optional) Install the Service Manager connection package. See the description.
Note: The virtual agent can search for information and create tickets in Service Manager. If you enable this functionality, you should install the connection package corresponding to Service Manager.
- Download the file below to your workstation.
- Open the Desktop Studio in edit mode.
- Import the file into the domain of the virtual agent.
A new Service Manager project will be created. All procedures will automatically be imported and added to the tree structure.
Step 2: Create the Remote Worker virtual agent. Note: Your user profile must be authorized to access the Service Bots > Agents menu in the Online Studio. 1. Open the Online Studio. 2. Select Administration > Service Bots > Agents in the menu. 3. Click + Add to create your virtual agent. 4. Click Add to save the new virtual agent.VirtualAgentCreation_Procedure
and associate the Self Help projects specific to the $VirtualAgent_AgentName virtual agent.
The list of virtual agents defined on the server will be refreshed.
Step 3 (optional): Configure the Service Manager connection package.
Note: Only if the virtual agent interacts with Service Manager.
ServiceManagerPackageConfiguration_Procedure
1. Open the Desktop Studio in edit mode.
2. Expand the tree structure of the Service Manager project in the virtual agent's domain.
3. Specify the parameters for the oSetup variable found in the project library. See the procedure.
The virtual agent can call the Service Manager REST API.
Step 4: Configure and publish the procedures of the Remote Worker virtual agent. 1. Adapt the procedures specific to the virtual agent to the identity of your virtual agent in compliance with your corporate style guide. 2. Publish all of the virtual agent procedures for the Self Help projects. Note: Service Manager project procedures do not need to be published.ProceduresConfigurationPublication_Procedure
See: See the detailed procedure.
Step 5: Deploy the Remote Worker virtual agent. 1. Configure the integration mode of the virtual agent depending on the display channel. 2. Inform users that the virtual agent is now available.VirtualAgentDeploiement_Procedure
See the detailed procedures.
List of files to download
- Self Help for remote workers package