Self Help - Cobalt - Release Notes


Note: This is a version release document.
  • Some of the screenshots may show a slight difference compared to the release version as we are constantly seeking to improve the design and usability up until the release date.
  • The pages on the wiki detailing these differences will be updated soon. For more up-to-date information, please consult: Open url.png Wiki News

What's new: Major features

Service Bots module

The Self Help solution integrates the Service Bots module for deploying virtual agents. 

A virtual agent is a new functionality that opens a conversation panel enabling an artificial intelligence to provide relevant knowledge to users via a text discussion. To do this, it relies on an NLP (Natural Language Processing) engine.
         part 1_html_m79cee8ae.png

Characteristics

  • The virtual agent can be integrated within a customer portal for a given domain.
    • You can create several virtual agents.
    • Each agent will be linked to a specific domain and to one or more projects within this domain.
  • It can also be integrated within a HTML page to be accessed independently of the portal.
  • The interface uses the evSH theme.
  • You can define several properties to modify the characteristics of the agent, e.g. font displayed in the conversation panel, configuration of the call button, header and data entry field in the conversation panel, keywords displayed in the tag cloud when the conversation panel is opened, etc.

Implementation principle

Customer portal

  • Go to the Home page of the Self Help Studio and open the Admin module.
  • Select Virtual Agent > List in the menu and click Add.
             part 1_html_796aeb96.png
  • Specify a name for the new agent.
  • Select the relevant domain and projects.
  • Click Add.
             part 1_html_796aeb98.png

HTML page

  • You must add a JavaScript code in the <head> section of the page.
  • This code enables you to specify the domain, agent ID, language, public account and theme to be used.

See the JavaScript code

<script type="text/javascript" src="https://www.myselfhelpdomain.com/va-themes/EVSelfHelp.widget.min.js"></script>
<script type="text/javascript">
  var ezEvie = new EVSelfHelp.Widget(
   {
    "assistant-id": "MyAgentID",
    "lang": "en_US",
    "is-test": false,
    "config-url": "https://www.myselfhelpdomain.com/va-themes/ezv-panel/config.json",
    "quicklinks": ["Text1","Text2"],
    "contextvars":
     {
      "shoptions": "public",
      "theme": "evsh"
     },
    "custom":
     {
    "ff": "verdana",
    "fs": "14px",
    "f_color": "#1e1f1f",
    "title": "https://www.domain.com/logo.png",
    "subtitle": "Your virtual agent",
    "subtitle_color": "#ffffff",
    "bg_color": "#6eb0da"
    "cb_name": "EVie",
    "cb_color": "#6eb0da",
    "cb_color_alt": "#2c658a",
    "user_color": "#ffffff", //f6f7f9
    "user_bgcolor": "#fa7268", //ffbb00
    "footer_color": "#ffffff",
    "placeholder": "Enter your question",
    "textarea_border": "1px solid #e8e8e8"
     }
   });
</script>

Parameters to modify

  • www.myselfhelpdomain.com: Replace this with the address of the Self Help domain hosting the project.
  • assistant-id: ID of the virtual agent.
  • lang: Language to be used, e.g. fr_FR, en_US.
  • is-test: Used to indicate if the agent should use the project version currently being modified (value true) or not (value false). Note: Users must have the relevant rights.
  • config-url: Location of the theme.
  • quicklinks: Predictive text suggested to users.
  • contextvars.shoptions: Public account when data must be made accessible to non-connected users.
  • contextvars.theme: evSH theme to be used for displaying procedures.
  • custom: Parameters for customizing the conversation panel.

Virtual agent parameters

You can use a set of properties to configure the virtual agent.

  • Configuration parameters: Self Help domain hosting the project, virtual agent language, customization of the conversation panel, etc.
  • Virtual agent customization parameters: Font, size, text color, logo, agent name, etc. This depends on the theme.
  • Methods for opening the virtual agent in the page, e.g. when a question is asked, or when a new conversation is initiated.

Self Help and Service Manager connection

Standard projects shipped with Self Help contain new integration connectors. They enable you to interface any Self Help project with Service Manager using the Service Manager REST API.

Standard project content

        part 1_html_m6b9792f.png

REST API.
(1) Name of the project with the name of the third-party product, version date, third-party product instance used.
(2) [00] Low level folder: This contains basic queries in the Service Manager
(3) [01] Examples and Help folders: This contains procedures and help procedures for the project.
(4) Folders for each business object (Actions, Assets, Departments, Employees, etc.) containing the REST API functions used for higher-level actions such as updating Employee forms or creating tickets.

You configure standard projects using the oSetup variable.

The object variable contains all of the required parameters for integration. It is found in the Library folder of the standard project.
         part 1_html_4fd4ee9f.png

(1) auth object variable: This contains login information.
(2) buildAuthHeader() function: Used to create the header of the query for the REST API.
(3) buildUrl() function: Used to create the URL of the query for the REST API
(4) isActive variable: Used to pause the running of queries, e.g. during testing.
(5) isSetup() function: Used to check the workability of the configuration.
(6) URL object variable: This contains information on the queried server address.

How to use the standard project

  • Import the project to your domain.
  • Define the configuration.
  • Copy the [01] Examples and Help folder to your target project to check the workability of the configuration.
  • Create your procedures using the aliases of functions found in the standard integration project.
             part 1_html_72040973.png

Content validation workflow

A content validation workflow for procedures and resources is now available.

  • The status changes as the workflow progresses: Draft, To be approved, Rework, Approved, Published.
  • The initial status of all content created within a project is Draft.
  • All content imported within a project can retain their status (the status saved in the archive). They can also be initialized with one of the status of the workflow.

Graphic presentation of the process

        EN - Content validation workflow.png

Description of the process steps

  • Approval Request step performed by the editor: The editor submits a content approval request to an expert with the relevant approval rights for the project. The expert receives an email indicating that there is new content to be approved.
         ==> Explorer pane > Right-click the content > Request change approval
         ==> New status of the content: To be approved
             part 2_html_5ae36442.png
  • Change Approval step performed by the expert: The expert validates the changes made by the editor.
         ==> Explorer pane > Right-click the content > Approve changes
         ==> New status of the content: Approved
             part 2_html_7ec9489.png
    Note: editors with approval rights for the project can perform the approval themselves.
         ==> Explorer pane > Right-click the content > Approve changes now
  • Change Rejection step performed by the expert: The expert rejects the changes made by the editor. The expert must enter a comment explaining why the content was rejected.
         ==> Explorer pane > Right-click the content > Reject changes
         ==> New status of the content: Rework
         ==> The rejection reason is displayed in the content properties.
             part 2_html_ma8d9c88.png
  • Publication step performed by the administrator: The administrator publishes all content approved by experts.
         ==> A message will appear if some of the content was not approved (1).
         ==> In this case, the administrator can force the publication and publish the project with all of its content, even though some of it was not approved during the Validation step (2).
             part 2_html_m1d5d7e91.png
         ==> New status of content whose previous status was Approved: Published - Note: The other statuses will not be modified.
         ==> After publication, users will be able to access all authorized content, regardless of the status.
             part 2_html_69d9c81e.png

How to see the content status

You can view the content status at any time in two ways.

  • In the Explorer pane > part 2_html_27307870.png icon > Display status option
         ==> The status will appear next to each content.
         ==> Click one of the status icons in the list to display only the content associated with the selected status.
         ==> Click part 2_html_m41da9e61.png to hide statuses.
             part 2_html_m4569d0c8.png
  • In the Properties pane > Info tab
             part 2_html_1771b2e7.png

Mass document import (Quick Start tool)

This new functionality enables you to initialize a new Self Help project quickly by performing a mass document import. Word files are automatically imported as procedures. You can then copy the Self Help project content in an existing client project.

Note: You can not publish a Self Help project resulting from an import of documents.

  • The structure of the new Self Help project is identically created to the tree structure of folders and subfolders of the file explorer.
  • Each Word file imported to Self Help leads to the creation of a procedure containing a Page step. Note: You can break a procedure down into several steps automatically by inserting page breaks within the Word document.
  • You can insert other types of document in the original document, e.g. PDF, PPT, XLS, images, etc. You can also import them as resources.

Implementation principle

  • Run the EVSelfHelpMassImport tool found in the Studio installation folder.
  • Select the folder you want to import and the destination folder for the Self Help archive. Next, click Generate.
             part 2_html_m7fd4ddeb.png
    • The Self Help archive will automatically be generated by the tool in the destination folder.
    • A result sub-folder containing the Self Help archive will automatically be generated in the destination folder.
  • Open the Studio.
  • Import the Self Help archive to the domain of the new Self Help project.
    • Word files will automatically be created as procedures containing a Page step.

Example

  • Description of the project to be imported:
    • Tree structure of folders and subfolders in the explorer file.
               part 2_html_4613f4ab.png
    • Each subfolder contains:
      • Two Word files: [a] Example… ; [b] Example…
      • One image file: Index
  • Import the project using the new Quick Start tool:
    • The structure of the new Self Help project will automatically be created.
    • The Word files ([a] Example… ; [b] Example…) and the image file (Index) will automatically be imported to each subfolder.
               part 2_html_m29640122.png
    • One procedure is created for each imported Word file.
               part 2_html_m117d9c09.png
    • Each page break in the Word file will insert a new step in the procedure.
               part 2_html_7e9f0f6d.png

New dashboard template

This new dashboard addressed to administrators and called Default template, displays a summary of the 11 main KPIs used to evaluate a Self Help project.

It allows to an administrator to display, in a single screen, an End User view(1) and an Editor view(2) of a project.
         part 3_html_m78e761dc.png

Characteristics

  • The dashboard header enables you to filter data by period, domain, project or user group.
  • When you click an element in one of the charts, this will filter data in all dashboard charts dynamically based on the selected value.

Description of KPIs related to the execution of procedures: End User view

        part 3_html_m21d58fd9.png

(1) Total number of procedures executed by year, month (default value), week, or day.
(2) Escalation rate: Breakdown of tickets created via user journeys by status.
(3) Number of procedures executed by category.
(4) Total number of procedures executed for a given period. Average duration of user journey executions.
(5) The top five most frequently executed procedures for a given period by user group.
(6) Breakdown of procedures with positive or negative feedback (Note: Procedures without feedback are those that are interrupted before the satisfaction survey appears).
(7) Average number of steps executed during user journeys.
(8) The top five most frequently interrupted procedures for a given period.

Description of KPIs related to editors: Editor view

        part 3_html_mf329f5e.png

(1) Number of procedures published by category (level 1 project folders).
(2) Number of procedures published for the project and average interval since the last publication.
(3) Number of procedures executed by category.

Implementation principle

  • Go to the Home page of the Self Help Studio and open the Admin module.
  • Select Analytics > Extraction profiles in the menu and click New profile.
             part 3_html_m1e44c465.png
  • Specify a name for the new extraction profile.
  • Select the Tableau report format and the Default template extraction model.
  • Click Save.
             part 3_html_6e43646d.png
  • Select the report you just created and click Download.
    • The report will be downloaded in TWBX format.
               part 3_html_5f721546.png

Content API

APIs are used to execute Self Help procedures in a third-party environment. You can use the Content API to enhance the Portal API.

This new API retrieves basic actions that can be performed on a procedure and manages its execution in third-party environments. This enables users to browse through procedures without having to change page. The Next, Previous and Select a Branch buttons are directly integrated within the page.

It is shipped with a JavaScript library that encapsulates methods thus simplifying import in HTML pages. This means that content in the Self Help page can be easily retrieved and included in any <div> section of a website.

Content API queries

GET Start Scenario: Used to run a scenario.
POST Continue Scenario: Used to go to the next node in the scenario.
POST Back Scenario: Used to go to the previous node in the scenario.
POST Pause Scenario: Used to pause a scenario.
POST Reactivate Scenario: Used to resume a paused scenario.
POST Terminate Scenario: Used to stop a scenario. 

Example of an integration within a Web page

When users click the Back or Next buttons, only the pane containing the procedure (Import pane) will be updated. The rest of the page, i.e. header and footer, will not be reloaded. This enables faster display.
         part 3_html_m7b3e97ca.png

What's new: Other features

Automatic translation functionality

The translation module relies on Microsoft Cognitive technology. It automatically detects the source language and is able to translate text into 65 different languages.

In a multilingual project, this new functionality enables you to translate pages quickly and automatically into all of the languages used. If required, you can make modifications manually to the translation.

Implementation principle

  • Open the Self Help Studio.
  • In the Conception pane, display the procedure you want to translate.
  • Double-click the procedure to display it in the Description tab of the source language.
  • Complete the procedure in the source language.
             part 4_html_324620a8.png
  • Copy and paste the text of the procedure in the Description tab of the target language.
             part 4_html_324622a8.png
  • Select View in the menu and click the part 4_html_17227c1b.png icon.
    • The source language will automatically be detected.
               part 4_html_324624a8.png
  • Select the target language and click Translate.
    • The text of the procedure will automatically be translated into the target language.
    • If required, you can make modifications manually to the translation.
               part 4_html_324626a8.png

Access rights management

New: Approval right

It gives editors the right to approve or reject all content, e.g. procedures or resources, for a given project.

  • Enable/Disable: In the Properties pane of the project > Editors tab
             part 4_html_m3d3d1839.png
  • The hierarchy of rights is now as follows:
             part 4_html_m3d3d1840.png

New: Owner role

It gives editors the role of owner for a given project.

  • Enable/Disable: In the Properties pane of the project > Editors tab
             part 4_html_3e6504c8.png

Management of attributes (metadata)

This new function enables you to export metadata from a Self Help project to a CSV file in order to edit the metadata easily. You can then re-import it to the project. The metadata will automatically be re-attributed to all project procedures.

Implementation principle

  • Export metadata to a Self Help archive.
    • Open the Self Help Studio.
    • Right-click the project in the Explorer pane and click Export > Get metadata.
    • Specify the folder where you want to save the file.
  • Open the generated CSV file in Excel and make the required corrections and additions to the metadata.
             part 4_html_m641450e0.png
  • Re-import the CSV file to the project.
    • Go to the Home page of the Self Help Studio and open the Admin module.
    • Select Import > Attributes in the menu and click Import attributes.
    • Select the CSV file you want to import and click Import.
               part 4_html_m680adcd4.png

Widget blocks in procedures

The standard project shipped with Self Help contains a folder called Widgets. This new folder contains blocks that enable you to add functions to procedures and pages easily via a click and drag.
         part 4_html_15ddb452.png

List of blocks available in the standard project

  • Ticket escalation
  • Satisfaction survey
  • Removal of the Back button in pages (to avoid manipulation errors)

Button presentation in forms

A new option, Button, is now available in the Selector appearance box for form fields with a single-selection list or multiple-selection list.
         part 4_html_305069a4.png
It is used to display the choices available as buttons. You can modify the size of the buttons.
         part 4_html_m5395ac52.png

What's new

What's new in the Studio

What's new: Main features

  • The graphic interface of the Studio has been completely revamped. You can now access the Editor Portal directly from the Home page of the Studio.
  • The appearance of the Edit, Publish and Administration views have now been standardized. Editors can customize them as required.
  • The design of panes in the Edit view has been revamped, e.g. thinner borders, improved contrast between windows, new icons, colors complementing those in the Service Manager Oxygen theme.
  • A new graphic editor has been implemented. It is based on the Froala Editor and provides new text formatting and content layout functionalities.
  • A library containing content layout templates is now available.

Description of the new Studio graphic interface

Home page

        part 5_html_m1b250358.png

project
(1) Access the Studio
(2) Access the Editor Portal
(3) Access help resources on how to create a Self Help

Access the Editor Portal

        part 5_html_m2952719d.png

(1) Download the quick start guide (PDF)
(2) Access help resources
(3) Access the Admin module to generate statistical reports

Views

  • Edit view
             part 5_html_m55ba4ab4.png
(1) Heading and menu bars
(2) Explorer pane (by default, this occupies 1/3 of the screen width)
(3) The two tabs, Properties and Overview in the Properties pane can now accessed in a view
(4) Conception pane (by default, this occupies 2/3 of the screen width and 1/3 of the screen height)
(5) Description pane (by default, this occupies 2/3 of the screen width and screen height)
  • Publish and Administration views
             part 5_html_46fd34f5.png
(1) Explorer pane (by default, this occupies 1/3 of the screen width)
(2) Details pane (by default, this occupies 2/3 of the screen width)

Description of the new graphic editor

  • New functionalities have been added to the toolbar.
  • Functionalities are now grouped in menus so that they can be found easily.
  • The contextual menus available in the Content zones have been completely revamped.
             part 6_html_m2c67ed8b.png

Menus

  • Home menu: Text formatting functionalities. This menu appears when the editor is opened.
             part 6_html_m480445e4.png
(1) New fonts have been added to the font library
(2) You can access new formatting functionalities by clicking part 6_html_42c3c82e.png: strikethrough, subscript, superscript, line spacing, quote marks
  • Insert menu: Functionalities for inserting resources in the project.
             part 6_html_m2a957ac8.png
(1) Project resource
(2) Layout zone
(3) Horizontal line
(4) Special characters
(5) Access the icon gallery
  • Layout menu: Content layout functionalities.
             part 6_html_7b40d082.png
(1) Access layout templates
(2) Insert a layout zone depending on its type, e.g. text, image, video, heading, etc.
  • View menu
             part 6_html_6df387a8.png
(1) Zoom for the Description pane
(2) Access the automatic translation tool
(3) Print the step
(4) Access the HTML code editor
(5) Access keyboard shortcuts

Contextual menus

Zones
  • They are used to define the properties of the zone before defining its content.
  • The icon for accessing the menu is now displayed as soon as the cursor is placed within a zone.
             part 6_html_782cbb92.png
  • Left-click the part 6_html_782cbb90.png icon to display the options.
    • The icons at the top are used to format the zone.
    • The icons are the bottom are used to format content within the zone.
               part 6_html_782cbb94.png
(1) Size, margins, alignment of the zone
(2) Borders and background color of the zone
(3) Hide the zone on mobile devices
(4) Copy the zone and its content to the clipboard
(5) Modify the type of zone
(6) Borders and alignment of content within the zone
(7) Modify the style of content in the zone
(8) Clear or delete the zone
Content
  • You can access menus by left-clicking the content.
  • The menus will vary depending on the type of content.
    • Contextual menu for images
               part 6_html_m4892b04.png
    • Contextual menu for tables
               part 6_html_54f13f0f.png
    • Contextual menu for other types of content
               part 6_html_m2fa44eca.png

Layout templates

Layout templates enable you to define the visual aspect and behavior of page content zones quickly depending on the type of device used to access them.

Example

        part 6_html_5bd85e88.png

(1) Header
(2) Zone for an image
(3) Zone for text

Characteristics

  • A template library is shipped with the standard Self Help project. You can add your own templates.
  • By default, templates are responsive in design.

Principles for using templates

  • Go to the Description pane.
  • Select the Layout tab and click the part 6_html_67b28df9.png icon.
  • Select the predefined template you want (1).
  • Select the number of headings you want to insert in the page (2).
             part 6_html_28513e24.png
  • You can also define the layout by inserting the zones you want manually.
             part 6_html_19c26e7a.png
(1) Insert a zone to the left of, inside, or to the right of the zone where the cursor is currently found
(2) Left align or right align the zone
(3) Width of the zone
(4) Default initial content of the zone, i.e. empty, or displaying the project name, procedure name or step name

What's new in the evSH theme and the customer portal

What's new: Main features

  • Colors in the evSH theme now complement those in the Service Manager Oxygen theme.
  • The theme is now fully responsive in design.
  • The graphic interface of the customer portal has been completely revamped.
  • A new functionality enables you to filter content in the customer portal based on the groups associated with the user.

Description of the new customer portal graphic interface

Home page

        part 7_html_m53624afb.png

(1)
Authentication zone displaying:
  • The project name
  • The user name
  • The display language (can be modified)
  • The groups associated with the user (can be selected)
  • The logout button
(2) News articles
(3) Most frequently viewed topics
(4)
List of project categories and sub-categories Click one of the sub-categories to access the associated Topic pages.

Topic page

        part 7_html_m606b82e3.png

(1) List of category filters
(2) List of procedures with their description

Procedure page

A new functionality, History part 7_html_287aba43.png, has been added to the icon bar. It displays the list of pages consulted by the user.
         part 7_html_2707bd3d.png

New functionality for filtering customer portal content

This new functionality added to the evSH theme enables you to filter content in the customer portal based on the groups associated with the user.

Example

Procedures in the Rights & Training folder are allocated to the BACK OFFICE group while the other project procedures are allocated to the FRONT OFFICE group.

  • Both groups, i.e. BACK OFFICE and FRONT OFFICE, are selected. This means that the user will be able to see the entire customer portal.
             part 7_html_m2a5b8aeb.png
  • Only one group, BACK OFFICE, is selected. This means that the user will only be able to see procedures in the Rights & Training folder.
             part 7_html_m5b1caa54.png
  •  Only one group, FRONT OFFICE, is selected. This means that the user will be able to see the entire customer portal, but not the procedures in the Rights & Training folder.
             part 7_html_5e12eb19.png

Implementation principle

  • Add the authorizedGroups metadata to the project using the dedicated icon in the Properties tab.
             part 7_html_m494a9d9c.png
  • Define the user groups for each procedure.
    • You can use the attribute management function.
    • Add user groups and separate each one using the comma, semicolon, vertical bar or slash , ; | /.

example The procedure below can only be seen by users in the FRONT OFFICE group.
        part 7_html_5b08b73.png

What's new in the Search functionality

Once you run a search in the customer portal, a bar containing a filter by category (level 1 project folders) will appear.

  • Enter the keywords you want to search then press the < Enter > button: the categories will appear below the search field, in descending order based on the number of relevant results.
  • The category icon corresponds to the icon associated with the folder. 
  • When the cursor hovers over an icon, a tooltip will display the folder name.
             part 8_html_m642e5121.png
  • You can click one of the categories to filter results.
             part 8_html_m2279ee07.png
  • You can click the part 8_html_42c3c82e.png icon to access other categories that are not displayed on screen.
             part 8_html_628a93db.png
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Last modified by Christine Daussac on 2020/01/17 12:47
Created by Administrator XWiki on 2019/10/21 17:19

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