Remote Worker Package - Procedure specific to versions Autumn 2020 - Build 2020.2.108.7 and earlier


Note: The installation of the Self Help for remote workers package in this procedure is specific to Self Help versions prior to Autumn 2020 - Build 2020.2.108.7.

Open url.png See Latest installation procedure

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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.

  • Extract the Self Help Pack - Project SHRW.zip folder.
    The three Self Help project archives and the specific skin called evshrw will be extracted.
  • 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. Open url.png See the description.

  • 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. Open url.png 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.

  • 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.

VirtualAgentCreation_Procedure

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.

  • Enter its name, reference and description.
  • Select its dedicated domain.
  • Click Add icon.png and associate the Self Help projects specific to the $VirtualAgent_AgentName virtual agent.

4. Click Add to save the new 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. Open url.png 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.

ProceduresConfigurationPublication_Procedure

1. Adapt the procedures specific to the virtual agent to the identity of your virtual agent in compliance with your corporate style guide.

     Open url.png See:

2. Publish all of the virtual agent procedures for the Self Help projects. Open url.png See the detailed procedure.

Note:  Service Manager project procedures do not need to be published.

Step 5: Deploy the Remote Worker virtual agent.

VirtualAgentDeploiement_Procedure

1. Configure the integration mode of the virtual agent depending on the display channel. Open url.png See the detailed procedures.

2. Inform users that the virtual agent is now available.

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