Self Help for Remote Worker Package


From:
  • Self Help: Cobalt 1.1 version onwards
  • Service Manager: Oxygen 2.0 version onwards

This package enables you to deploy a customer portal and a virtual agent for remote workers easily. It contains a knowledge base on the main video conferencing apps.

  • The package is shipped in a ZIP folder to be extracted. It contains the archives to be imported into the Desktop Studio in edit mode.
  • A specific skin is dedicated to the installation of the portal.
  • Customers can adapt the procedures to the identity of their Remote Worker virtual agent and corporate style guide.
  • You can use this package together with the Service Manager connection package to search for information and create tickets in Service Manager.
     

Notes

  • You can implement the customer portal and the virtual agent together or separately.
  • By default, all procedures in the Self Help for remote workers package are written to communicate using a male virtual agent with a formal style of language.
  • Service Manager project procedures do not need to be published.

Caution

  • You must install all of the objects in the package in the same domain.
  • You must not extract the folder containing the specific skin during installation.
  • You must not modify the name and contents of the skin nor those of the different Self Help projects.

Characteristics specific to versions prior to Autumn 2020 - Build 2020.2.108.7

Package contents

        Remote Worker Package tree.png

  • evshrw.zip compressed folder
    • This folder contains all of the files for the specific skin, evshrw.
    • Its installation is required for an optimal display of the customer portal.
  • shrw_KNOWLEDGE BASE project archive
    • This Self Help project contains the procedures and resources in the knowledge base for remote workers.
    • Its turnkey configuration means that you can implement it easily for the customer portal and/or virtual agent. 
  • shrw_NEWS project archive
    • This Self Help project contains a Content object called index. It is used to display contents in the News zone on the Home page of the customer portal. 
    • Its installation is required for an optimal display of the customer portal.
  • shrw_SMALL TALK
    • This Self Help project contains a social base that is specifically adapted to answer general questions or socially related question asked by remote workers.
    • Its installation is required for the virtual agent to work.

Procedures

How to install the Self Help for remote workers customer portal

Step 1 (optional): Install the Service Manager connection package.

Note: You can authorize users to search for information and create tickets in Service Manager. If you enable this functionality, you should install the Service Manager connection package. Open url.png See the description.

1. Download the file below to your workstation.
         Download icon.png  Service Manager connection package

2. Open the Desktop Studio in edit mode.

3. Import the file into the domain of the virtual agent.
A new Service Manager project will be created. All procedures will automatically be added to the tree structure.

Step 2: Extract the files from the Self Help for remote workers package.

1. Download the package from the cloud.

  • Click Download at the top of the page.
    Caution: Do not select any file in the list. They will all automatically be downloaded.
  • Save the Self Help Pack - Project SHRW.zip folder to your workstation.
             Downolad sharepoint zip.png

2. Extract the Self Help Pack - Project SHRW.zip folder.
The three Self Help project archives and the specific skin called evshrw will be extracted.

Step 3: Implement the specific skin, evshrw.

Note: Only server administrators and domain administrators are authorized to perform this installation.

1. Open the Desktop Studio in admin mode.

2. Click Skins in the tree structure of the domain on the customer portal.

3. Click Add custom skin in the Details tab.
The window for creating a new skin will appear.
         Procedure - Create a custom skin.png

4. Specify the properties of the skin.

  • Enter the name of the skin, evshrw. Caution: The name must be identical to the name of the ZIP folder.
  • Select evshrw.zip you just downloaded.
  • (optional) Enter the description.
  • Select the Mobile oriented skin option.

5. Click Finish.
The evshrw skin will be imported to the list of skins in the domain on the customer portal.
         Procedure - Skin list.png

Step 4: Import and publish procedures on the customer portal.

1. Open the Desktop Studio in edit mode.

2. Import the shrw_KNOWLEDGE BASE_PROJECT.aar and shrw_NEWS_PROJECT.aar archives to the domain on the customer portal.
Two new Self Help projects will be created. All procedures in the package will automatically be added to the tree structure.

3. Publish all of the procedures for the two Self Help projects. Open url.png See the detailed procedure.
 

Step 5: Run the Self Help for remote workers customer portal.

1. Open the Desktop Studio in publish mode.

2. Right-click the Self Help for remote workers project in the tree structure of the Explorer pane and select Generate a portal link.
The properties window of the link will appear.
         Procedure - Generate a portal link.png

3. Specify the properties of the link.

  • Select the evshrw skin from the drop-down list (1).
  • Select the Custom portal option (2).
  • Select the following options (3):
    • Cannot select another project: Users can only access the Self Help for remote workers project.
    • Use last project version (selected by default): The link will always point to the last published version of the Self Help for remote workers project.
    • Restrict alias redirection to published resources (selected by default): The procedures that use aliases will always point to the last published version.
    • Use the alias of this element in the generated link: The link will remain fixed and unchanged even when you publish a new version.

4. Click Launch the portal.

The Self Help for remote workers customer portal will open in a new Web browser window.

How to install the Remote Worker virtual agent

Note: This procedure is applicable only from Autumn 2020 - Build 2020.2.108.7 onwards.

Open url.png See the procedure for earlier versions.

Step 1: Create the Remote Worker virtual agent.

Note: The Remote Worker mission includes a Service Manager project used for searching for information and creating tickets in Service Manager. If the virtual agent does not interact with Service Manager, you can delete the Self Help project from the virtual agent's scope by unselecting it in step 5.

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 Service Bots > Agents in the menu.

3. Click + Add to create your virtual agent.
The list of predefined virtual agent missions will appear.
         Virtual agent library - Selected mission.png

4. Select the Remote Worker mission.

5. Click Set General Information.

  • Specify the information for identifying the virtual agent.
  • Select the domain of the virtual agent.
    Only the domains you are authorized to access will appear.
  • The Self Help projects that the Remote Worker mission requires for the virtual agent to work will automatically be associated.
    • Caution: Ensure that the option next to each project name is selected in order to import them.
    • Note: A warning message will appear if one of the Self Help projects already exists in the domain. You can select the option if you want to import it again.
  • Modify the scope of the virtual agent.
    • Click Add icon.png and associate the customer's Self Help projects that you want to add to the scope of the virtual agent.
      Note: Only those Self Help projects defined for your domain will appear.
    • Unselect the Self Help projects you do not want to associate with the virtual agent.

6. Click Save and Close to save the new virtual agent.

  • The list of virtual agents defined on the server will be refreshed.
  • The Self Help projects associated with the virtual agent will be imported to your domain.

VisualLayoutDefinition_Procedure

7. (optional - only when the virtual agent must be integrated within a Web page) Define the virtual agent's visual layout.

Note:  You configure the visual layout of the virtual agent integrated in a Service Apps app using the Virtual Agent widget.

Step 2 (optional): Configure the Service Manager connection package.

Note: Only if the virtual agent can search for information and create tickets in 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 3: 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 4: 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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Last modified by Unknown User on 2021/05/28 13:04
Created by Administrator XWiki on 2020/06/02 12:22

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