Self Help for Remote Worker Package


From: Self Help Cobalt and later

This package includes several Self Help project archives and a specific skin for deploying a comprehensive sample project for remote collaborators. It also contains a knowledge base on the main video conferencing apps. You can use it to implement a turnkey customer portal and virtual agent without requiring any configuration.

  • The package is shipped in a ZIP folder to be extracted. You must import the archives followed by the published Self Help projects to the relevant domain. You must also install the specific skin in the same domain.
  • You can use this package together with the Service Manager connection package to obtain contextual elements and create tickets in Service Manager.

Notes

  • You can implement the customer portal and the virtual agent together or separately.
  • Content is provided at no charge no charge to Self Help customers. No IP rights nor any related services, such as Technical or Product support, nor implementation assistance, will be provided.

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.

Presentation

Package contents

     Remote Worker Package tree.png

  • 00 | 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.
  • 20 | SOCIAL TALK BASE virtual agent project archive
    • This Self Help project contains a social base that is specifically adapted to answer general questions or socially related questions asked by remote workers.
    • Its installation is required for the virtual agent to work.
  • 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.
  • Self Help for remote workers 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. 

Procedures

How to install the Self Help for remote workers customer portal

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

Open url.png See the procedure.

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

1. Download the package from the cloud.

  • Click on 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 file to your workstation.
             Downolad sharepoint zip.png

2. Extract the content of the Self Help Pack - Project SHRW.zip file.
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 Studio in admin mode.

2. In the Explorer pane, select the target domain and click Skins. Click Add custom skin in the Details tab.
The window for creating a new skin will appear.
         Procedure - Create a custom skin.png

3. 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 a description.
  • Select the Mobile oriented skin option.

4. Click Finish.
The evshrw skin will be imported to the list of skins in the target domain.
         Procedure - Skin list.png

Step 4: Publish the Self Help projects specific to the Self Help for remote workers portal.

1. Switch to edit mode.

2. Import Self-Help for remote workers.zip and 00 | NEWS.zip to the domain of your target Self Help project.
Two new projects, Self Help for remote workers and 00 | NEWS, will be created. All procedures in the package are automatically imported and added to the tree structure.

3. Publish the two new Self Help projects.

  • Right-click each Self Help project in the tree structure of the Explorer pane.
  • Select Publish from the contextual menu.
        Open url.png See the details of the procedure.
     

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

1. Switch to 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 Self Help for remote workers virtual agent

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

Open url.png See the procedure.

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

Note: If you previously installed the Self Help for remote workers customer portal, then this step has already been performed.

1. Download the file below to your workstation.
         Download icon.png   Self Help for Remote Worker Package

2. Extract the contents of self_help_for_remote_worker.zip.
The three Self Help project archives and the specific skin called evshrw will be extracted.

Step 3: Publish the Self Help projects specific to the Self Help for remote workers virtual agent.

1. Switch to edit mode.

2. Import Self-Help for remote workers.zip and 20 | SOCIAL TALK BASE virtual agent.zip to the domain of your target Self Help project.
Two new projects, Self Help for remote workers and 20 | SOCIAL TALK BASE virtual agent, will be created. All procedures in the package are automatically imported and added to the tree structure.

3. Publish the two new Self Help projects.

  • Right-click each Self Help project in the tree structure of the Explorer pane.
  • Select Publish from the contextual menu.
        Open url.png See the details of the procedure.
     

Step 4: Deploy the Self Help for remote workers virtual agent.

Note: You must use a profile with access rights to the Administration module.

1. Open the Administration module in the Studio Home page by selecting Editor Portal > Administration.

2. Select Administration > Service Bots > Agents in the menu.

3. Click Add to create your virtual agent.

4. Enter its name, reference and description.

5. Select the relevant domain.

6. Click Add icon.png and Add and select the two projects you just published, i.e. Self Help for remote workers and 20 | SOCIAL TALK BASE virtual agent.

7. Click Add.
Your virtual agent is created.

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

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Last modified by Unknown User on 2020/06/18 19:15
Created by Administrator XWiki on 2020/06/02 12:22

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