ev|Self Help - 2022 - Release Notes


WarningReleaseNotes
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 latest news will be updated soon. For more up-to-date information, please consult What's New in the Wiki page.

2022 Fix - Build 2022.1.112.4
(07/26/2022 SaaS - 08/16/2022 On-Premise)

Online Studio - Enhancements

Exporting users

You can now export writer rights based on domains and with user properties when exporting a user CSV file.

     Export users - Rights and properties.png

  • (1) You can export domain rights, i.e. read, create, delete and admin rights, in two ways:
    • A column for each authoring right and the list of domains having this right in the column: The CSV file will contain one column for each writer right. The domains where these rights are applicable will be indicated in the cell.
           Export users - Rights and properties - Option 1.png
    • A column for each domain and the write rights for that domain in the column: The CSV file will contain one column for each domain. The writer rights for each user will be indicated in the cell.
           Export users - Rights and properties - Option 2.png
  • (2) To export user properties, select Yes. The CSV file will contain one column corresponding to each property.
         Export users - Rights and properties - Properties.png

Importing users

You can now manage user passwords when importing a user CSV file.

       Import users - Passwords.png

During the first step of the import operation, there are three options available:

  • Send users an email to choose their password: An email will be sent to each imported user, using the email address specified in the CSV file.
  • Create password from the file: If you select this option, you must add a column called Password to the import file.
  • Do not manage passwords: Users must click the Forgot your Password? link when logging in to Online Studio for the first time.

Note: We recommend that you avoid selecting this option for end users.

Visual appearance of the virtual agent

After creating the visual appearance of a virtual agent, you can now click View icon.png (View) to access the URL of this visual appearance.

This enables you to test the visual appearance of the virtual agent quickly. You can also change the language in which the virtual agent is run easily.

       Fix - URL agent layout.png

The format of the URL is as follows.

https://{server_address}/selfhelp/api/servicebots/layouts/{id_layout}?lang={language_agent}

Replace {language_agent} in the URL with the language in which you want the virtual agent to run.

Association with MS Teams

When integrating a virtual agent within MS Teams, you can now specify whether the Azure Bot app is single tenant or multi-tenant.

       Fix - Bot options tenant.png

 Implementation principle

  • When creating the Azure Bot app, in the Type of App field, you can select Single Tenant or Multi Tenant.
  • If you select the Single Tenant option:
    • In the Configuration section of your Azure Bot app, copy the value found in the App Tenant ID field.
           Fix - Bot options tenant - Single.png
    • In the window for configuring the association with MS Teams:
      • (1) Microsoft type of App: Select the Single Tenant option.
      • (2) Microsoft Tenant Id: Paste the value you copied in the previous step.
             Fix - Bot options tenant - Single configure.png
  • If you select the Multi Tenant option:
    • No App Tenant ID will be generated.
    • In the window for configuring the association with MS Teams, select Multi Tenant.
           Fix - Bot options tenant - Multi.png

Version 2022 - Build 2022.1.112.1
(04/20/2022 SaaS - 04/27/2022 On-Premise)

Online Studio - New usability and visual layout

New graphic interface

We have completely reviewed the usability and visual layout of the Online Studio

The Studio now provides a new set of colors in line with the new EasyVista logo and style guide.

New design for the authentication window
        New interface - Authentication page.png

New design for the Home page
        New interface - Home page.png

New design for screens
        New interface - Screens.png

Reorganized menus

Menus have been reorganized.

Note: The different sections available depend on the logged-in user profile.

Domain administrator menu Writer menu Server administrator menu
New menu - Domain administror.png New menu - Writer.png New menu - Server administrator.png

List of menu items:

  • Home
  • Knowledge: Groups functions related to procedures
    • Contributions (enabled via a beta code provided by EasyVista): New functionality
    • Collections: New functionality
  • Reports & Analytics: Groups analysis and monitoring functions for Self Help projects
    • Extracts
    • Extraction profiles
  • Channels: Groups display channel functions for Self Help projects
    • Agents
    • MS Teams: New menu
  • AI: Groups artificial intelligence functions
    • Pattern Recognition (enabled via a beta code provided by EasyVista): New functionality
    • Dictionaries
  • Integration: Groups functions for managing user authentication in third-party applications
    • API Keys
    • Cert Tool
  • Settings: Groups user and license management functions
    • Users
    • Licenses (Note: This menu is now available to the domain administrator)
  • Platform: Groups server administration functions
    Note: The server administrator can also access user and license management functions for the server.
    • Beta Codes
    • Scheduler Status 
    • Scheduler List 
    • Configuration

New Help functions

The Help menu that users can access by clicking Help icon.png in the toolbar at the top right of each page has been enhanced.
        New interface - Help.png

          New interface - Help options.png

  • (1) The wiki's virtual agent, Vicky, can now be called in the Online Studio if users select the Show virtual agent box. If the box is checked, a button for calling the agent will appear at the bottom right of the page.
  • (2) Users can access the wiki via a direct link.
  • (3) Technical information on the server is displayed in a new page when users click About Self Help.
    Note: You can also view this information by clicking the version number found at the bottom left of each page.
            New interface - About Self Help.png

New functionalities available in List mode

In screens displaying lists, you can now access new functionalities when your cursor hovers over records.

          Functions available on hover.png

Online Studio - What's new

Home page

  • When users log in, the Home page will now apply a default filter to display data from the last 30 days.
  • You can use two buttons to switch from the Recently changed display mode (1) to the Activity display mode (2).

          New home page - Recently changed.png
        New home page - Activity.png

  • In the Recently changed display mode:
    • You can now run a search on different procedures and resources in the list.
    • You can apply advanced filters to narrow down the list of changed items.

      (1) Filter procedures to be displayed or not to users
      (2) Filter procedures with or without comments
      (3) Filter resources based on the type, i.e. picture, video, content, document, link, form or connector

      New home page - Recently changed- Advanced search filters.png

New Contributions functionality

  Note: If you want to test this functionality, you must request a beta code from EasyVista. You should then enable it in the Online Studio.

This new functionality is available in the Knowledge > Contributions menu.

  • It enables Self Help writers logged in to the Online Studio to write a simple procedure and define its main properties.
  • The procedure will subsequently be available in both the Online Studio and Desktop Studio where it can be completed or modified.

          New functionality Contributions.png
        New functionality Contributions - Details.png

Note: You can also add a contribution in the Home page by clicking the dedicated button at the bottom of the page.
        New functionality Contributions - Button on Home page.png

New Pattern Recognition functionality

  Note: If you want to test this functionality, you must request a beta code from EasyVista. You should then enable it in the Online Studio.

This new functionality is available in the AI > Pattern Recognition menu. It enables the use of the machine learning ticket classification tool to automate the submission of recurrent customer tickets.

  • Machine learning is an artificial intelligence technology that enables a system to learn and improve using the data made available to it.
  • The Pattern Recognition functionality classifies tickets using machine learning algorithms and detects incident types more precisely than manually defined types.
            Pattern recognition - Example classification - EN.png
     

Uses
The classification of tickets in Self Help is used to implement the new Intelligent Knowledge Suggestions functionality in Service Apps. Via an app, it can propose Self Help content and procedures to help users analyze and solve their incidents by themselves. Open url.png See Overview of what's new in Service Apps
        Intelligent Knowledge Suggestions - GUI.png

Operating principle

  • A sufficiently extensive history of ticket descriptions is imported to the Online Studio.
    Note: You can import tickets from Service Manager or from any other third-party tool such as ServiceNav or Salesforce.
  • The classification tool identifies the different issues in tickets and defines groups based on customer categories.
  • A comprehensive classification is performed in an eight-step process. At the end of the process, a Self Help project is generated. This project contains the procedures for each ticket category identified by the classification tool.

          New functionality Pattern Recognition.png
        New functionality Pattern Recognition - Add classification process.png
 

Note:

  • The Self Help project generated at the end of the process constitutes the structure of an empty Knowledge Base.
  • The contents of procedures must be written by Self Help writers in order to guide users in the resolution of different issues.

New dashboard templates

Two new templates, available in English and French, enable you to evaluate Service Bots projects more precisely.

Executions dashboard: Template comprising two distinct sheets used to:

  • Provide an overview of how the Self Help project is used
            New dashboards - Execution.png
  • Coordinate a multi-agent Self Help project
            New dashboards - Execution multi agent.png
     

Search dashboard: Template with trends for viewing and optimizing the relevance of the Self Help virtual agent's search.
        New dashboards - Search.png

New custom dashboard management

  Note: If you want to test this functionality, you must request a beta code from EasyVista. You should then enable it in the Online Studio.

  • You can now manage custom dashboard templates easily by clicking Manage tableaux icon.png in the toolbar of the Reports & Analytics > Extraction profiles menu.
            New dashboards - Custom dashboard management.png
  • Specific dashboard templates can be imported to the Self Help server and associated with any new extraction profile.
     

Note:

  • Dashboard templates must be Tableau packaged workbooks in TWBX format.
  • The Default template dashboard remains available. It cannot be modified.

New virtual agent management specific to MS Teams

You can now associate a virtual agent with the Microsoft Teams collaborative platform using a new menu, Channels > MS Teams.
        New MS Teams virtual agent management.png

  • All of the virtual agents associated with MS Teams and available to the logged-in user will appear.
  • You can run a search in the list.
  • Virtual agents can be grouped by skin or by test virtual agent.
  • Click a row to see the details of the relevant virtual agent.
    • You can modify the skin of the virtual agent in MS Teams.
    • You can delete the association with MS Teams. Note: When you delete the association, this will not delete the virtual agent.
              New MS Teams virtual agent management - Details.png

New metadata management

You can now export and import metadata in the Online Studio using the Knowledge > Collections menu.

  • All Self Help projects available to the logged-in user will appear.
            New metadata management - List projects.png
  • You can run a search in the list.
  • Self Help projects can be grouped by domain.
  • Click a row to see the details of the relevant Self Help project.
            New metadata management - Details project.png

    (1) Navigation via tabs
    (2) General section: This displays general information on the Self Help project, e.g. name, description, domain and number of existing versions.
    (3) Working versions section: This displays the active Self Help project versions in thumbnails, e.g. draft in progress, last version published if applicable. You can also export and import metadata.
    (4) All versions section: This displays all existing versions of a Self Help project, e.g. inactive published versions or minor versions. You can run a search in the list and group versions by name, status or modification date.

Characteristics

  • The Excel file containing metadata now takes into account all writing languages for the Self Help project.
  • You can now export and import the metadata of a published Self Help project.
            New metadata management - Import Export options.png
  • You can now use the metadata export and import operations to complete or modify the procedure name, description and alias as well as other metadata.
  • You can only export and reimport metadata to the same version of a given Self Help project.
  • The Excel file contains:
    • For each procedure, one row for each writing language used in the Self Help project.
    • One column for each procedure metadata (general and specific properties). Translated values are displayed in each writing language.
              New metadata management - Excel file.png

New user management

The new Settings > Users menu enables you to manage users and export them in a CSV file.
        New user management.png

Creating users
You now create users using an interface in the Online Studio.

  • You can select one of the three user authentication methods available: authentication via a third-party service such as LDAP or SSO; authentication via a public account without a password; and authentication via a local account, e.g. using a login and password specified in Self Help.
  • Users can be associated with groups.
  • You can assign users access rights to a domain.
  • You can associate specific contextual properties with users, such as the phone number, department, location, etc.
            New user management - User details.png
     

Exporting users
You now export users in the Online Studio in a CSV file.

  • You can export users in three ways:
    • All groups in a single column
              New user management - User export - All groups in one column.png
    • One column per group
              New user management - User export - One column per group.png
    • Each group exported in its own column
              New user management - User export - Each group in its own column.png
       

User administration
You can now access the user administration module in the Online Studio.

  • You can modify all information except for the login.
            New user management - User administration via Online studio.png

Online Studio - Enhancements

Statistics files generated by an extraction profile

To optimize performance, the SearchEngine sheet in statistics files generated by an extraction profile has been modified. Now, only the first five procedures returned by a search will trigger the creation of new rows.

example  

  • The search returns results for three different procedures ==> Three rows will be displayed in the Excel sheet
  • The search returns results for ten different procedures ==> Five rows will be displayed in the Excel sheet

Extraction profile creation wizard

To facilitate the creation of an extraction profile, the wizard has been reviewed and broken down into three different steps.

  • Specify general information
  • Specify the filter criteria and variables to be extracted
    Note: You are now required to select one or more domains and one or more Self Help projects.
  • Select the language in which the translatable content will be extracted

          Studio Desktop - Create extraction profile.png

Caution: Because the format of extraction profiles in version 2022 has been changed, this means that once you have performed the version upgrade, you must delete the existing extraction profiles and create new ones.

Virtual agent creation wizard

  • The three steps of this wizard have been reviewed.
    • Specify general information
    • Select missions
    • Configure the visual layout of the virtual agent

          Studio Desktop - Create virtual agent.png

  • You can now translate header text and placeholder text in input fields by clicking Multilingual labels icon.png when creating the visual layout.
            Studio Desktop - Locate header title.png

Other enhancements

  • The interface for selecting the execution date of an extraction profile has been reviewed.
  • The Analytics > API Dashboard menu has been removed.
  • The Analytics > Scheduling menu has been removed.

Desktop Studio - What's new

Creation of custom layout templates

You can now save custom layout templates in the content editor. These templates can subsequently be used by all writers in all procedure steps for Self Help projects within a given domain.

          Studio Desktop - Custom templates.png

Implementation principle

  • Go to the Description pane. Select the Content tab and click Layout in the menu.
  • Add the predefined zones you want.
    Note: You can use a predefined template and modify it, or you can create your new template from scratch.
  • To save your template, select the Content tab, click the Layout zones icon.png Layout icon and then click the Custom layout save icon.png Custom icon.

Preview of the display of procedures based on the skin

You can now see a preview of how the procedure will be displayed based on the skin while drafting the procedure. You can do this by clicking a new icon, Open eye icon.png found in the toolbar in the Content tab of the Description pane.

          Studio Desktop - View procedure with theme.png

Desktop Studio - Enhancements

  • When Date metadata is manually added to a Self Help project with no default value, the current date will automatically be loaded. You can modify it subsequently for each procedure.
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