WarningReleaseNotes

Fix Autumn 2020 - Build 2020.2.108.9
(05/10/2021)

Online Studio - What's New

Content display language

You can now select the language for displaying the titles of Self Help projects and procedures in the Online Studio Home page.

• You can click the Content Language button found at the bottom of the Studio menu pane to show or hide the list of languages.

• Note: This will not change the language of the Online Studio interface.

Content language Note: Interface displayed in English		Display
English
French

My Profile menu

When you click the user name  in the Online Studio menu bar, information on the logged-in user will appear.
         
 

• : Used to change the interface language.
• Display Profile: Used to access the logged-in user profile. This will display Self Help login information, the list of Self Help domains and projects for the logged-in user and the corresponding access rights.
           
• Change my Password: This enables the logged-in user to modify the password.
           

Online Studio - Enhanced user management

The Users menu now enables you to access the list of users directly.

• The Import users function has been moved to the toolbar. 
• Group management has been reviewed to adapt to export files generated by different tools.

User import

1. Select Users in the menu and click Import users.

2. Select the file you want to import and click Next.

3. Check that the user attributes in Self Help match those in the CSV file.

4. Click Next and click Close.
The new users will appear in the list of users.

User group management

You can now use two methods to associate users with user groups using the import file.
Note: You can combine these two methods in the same import file.

1. Prepare the import file and specify the groups associated with each user.

• Method 1: Associate groups using group names
  • The names of groups associated with each user are specified in a dedicated column in the import file.
  • Note: Use the comma to separate these names.

(1)   Dedicated column for specifying groups (2)   User Mary Browne is associated with only one group, Marketing (3)   User Ursula Faraday is associated with two groups, Admin and Marketing

• Method 2: Associate groups using True/False values
  • The names of groups are specified in a column in the import file.
  • Value 0 or False means that the user does not belong to the group.
  • Value 1 or True means that the user belongs to the group.

(1)   Dedicated columns for specifying groups (2)   User Mary Browne is associated with two groups, Admin and Marketing (3)   User Bart Bennet is not associated with any group

• Combination of both methods: Associate groups using group names and True/False values
           
   

2. Import the user file.

• Run the file import. 
• In the step where the list of records is displayed, click the Groups column.
           
• Click Add and select the dedicated column containing the groups in the import file.
           
• Select the method for managing groups.
           
• Click Add and add the other dedicated columns containing the groups.
           
• Click Next and click Close.
  Users will be associated with the relevant groups.

Fix Autumn 2020 - Build 2020.2.108.7
(15/02/2021)

Online Studio - What's new in Administration: Licenses

Server administrators can now select Administration > Licenses in the menu to consult the list of Self Help licenses enabled on the server and to manage them.

Details of licenses

Click one of licenses to display its properties.

Create a license

1. Select Administration > Licenses in the menu and click + Add.

2. Copy the contents of the license file or download the TXT file.

3. Proceed with the steps to display information on the new license. 

Autumn 2020 - Build 2020.2.108.0
(10/06/2020)

New Self Help product names

To ensure consistency with the development of Self Help functionalities, products have been renamed.

• The Administration module is now called Online Studio. This is now the entry point to the Studio for writers. The current administration functionalities will remain available.
• To differentiate the two uses, the Studio for writers is called Desktop Studio.
   

Note: You can still log in to the Administration module using the login and password of yourSelf Help account defined on the server via the URL, <server name>.com/studio.

Accessing one Studio from the other

To facilitate the use of the Online Studio as a single entry point, administrators and writers can now switch easily from one Studio to the other without having to log in again.

Accessing the Desktop Studio from the Online Studio

1. Log in to the Online Studio as a writer or domain administrator.

2. The new Online Studio Home page will appear and display the latest modifications in a list. Click one of them to access the Desktop Studio.

3. The Desktop Studio will open in edit mode. The element you selected in the Online Studio will open in read-only mode.

If the Desktop Studio is already open

• If the Desktop Studio was opened by the same user and in the same domain as the current domain of the Online Studio:
  • The Desktop Studio will automatically open in edit mode.
  • The element you selected in the Online Studio will open.

• If the Desktop Studio was opened by another user or if it was opened by the same user but in a domain other than the current domain of the Online Studio:
  • A message will ask you to confirm the closing of the active session.
  • The Desktop Studio will open again in edit mode based on the user session and in the same domain as the current domain of the Online Studio.

Accessing the Online Studio from the Desktop Studio

1. Log in to the Desktop Studio.

2. Select Mode > Online Studio in the menu.

3.The Online Studio will automatically appear in a new Web browser tab. The Home page will appear.

Online Studio

New Home page

The new Online Studio Home page has been completely revamped to facilitate access to procedures in the Desktop Studio. It also offers writers a quick overview of activity for current Self Help projects.

Toolbar

•  can now be used to access the contextual help page in the wiki.
• The other functionalities remain identical.

Filter zone

This enables you to filter the Recently changed and Activity fields using multiple criteria.

Note: Writers can only display the data for the Self Help projects and domains they are authorized to access.

Operating principle

• Selected filters will appear in the filter zone. For the period, only the last value selected will appear.

• Click x next to a filter to delete it.

• Click one of the workflow statuses to enable the corresponding filter for procedures and resources. The button color will automatically change when the filter is active. If no value is available for a status, the button will be grayed out.

Recently changed field

All procedures and resources authorized for the logged-in user profile will appear in this field based on the selected filters. The order of the list is from most to least recent.

(1)	Number of elements displayed as compared with the total number of elements The total number of elements corresponds to the number of procedures and resources filtered by domain, project, author and period. The number of elements displayed corresponds to the total number filtered based on their workflow status and/or their type, i.e. procedure or resource.
(2)	Filter based on the type of element, i.e. procedure or resource. The number of elements is indicated.
(3)	Name of the procedure or resource displayed in gray. Click the element to open it in edit mode in the Desktop Studio. The row under the name indicates: The domain to which the element belongs The associated Self Help project Its status within the approval workflow The name of the writer who last modified it
(4)	: Used to run a procedure currently in edit mode in a Web browser in order to test it Note: The procedure must be defined as executable by users.

Activity field

This field displays the main KPIs for the Self Help project based on the selected filters.

Move the cursor over each chart to see details on the data displayed.

What's new in Administration: API keys

Third-party applications called in Self Help projects can now use the Self Help API by authenticating with a key. This reinforces access security and ensures secure exchanges with the server.

To create verified and secure access for the environment, server administrators can use a new menu called Authentication. This is used to manage API keys and create the required client certificates.

Manage API keys

You can manage API keys by selecting Administration > Authentication > API Keys in the new menu. This is used to consult and manage the list of API keys already generated by the server.

Create a new API key

1. Select Administration > Authentication > API Keys in the menu and click + Create a new API Key. Specify the information for the new key and click Add.

2. The authentication information of the API key and the secret will be generated.

• You can copy and download the data for using the API key.
• The Download clientCertificate.cer button is used to download the client certificate in CER format.

3. The new API key will appear in the list of keys on the server.

• You can select to modify, duplicate or delete it.
• You can click Certificate.cer to download the client certificate.

Using an API key to integrate a Self Help project within a Service Apps application

In Service Apps, Self Help users will now log in using an API key. This must be specified when the Self Help/Service Bots connector is created.

Generation of client certificates

You can now generate client certificates in a new menu by selecting Authentication > Cert Tools. The tool will generate an X.509 certificate with its private key. This information can then be used to generate an API key.

Operating principle

1. Select Administration > Authentication > Cert Tools in the menu.

2. Specify the information for the new certificate and click Generate Certificate.

3. The certificate and the private key will be generated.

Note: The client certificates and the associated private keys generated by the tool are not stored once the pane is closed.

• Click Download apiCertificate.cer to save the CER file corresponding to the client certificate.
• Click Download apiCertificatekey.pem to save the PEM file corresponding to the private key associated with the certificate.

What's new in Administration: Beta-codes

EasyVista can now offer the beta testing of some functionalities to certain customers. These can be enabled only through a beta-code provided by EasyVista.

The new menu, Administration > System > Beta_codes enables server administrators to manage these codes.

Modifications to the menu pane

What's new in the Users menu

User import

The functionality for performing a mass import of users on a Self Help server is now accessible to all server and domain administrators.

User list

New information is now displayed:

• The list of groups to which the user belongs
• The list of Self Help projects and domains that users in their role as writers are authorized to access
• The writer rights of the user for each Self Help project

What's new in the creation of extraction profiles

Options are now managed differently.

The Search Engine option is selected	The Executions and Procedures options will automatically be selected and cannot be unselected.
The Executions option is selected	The Procedures option will automatically be selected and cannot be unselected.
The Search Engine or Executions option is selected	Only procedures that have been run at least once will be extracted as well as the associated folders.
The Procedures option is the only one selected	All procedures and the associated folders will be extracted.

What's new in Service Bots

New wizard for creating a virtual agent

The new wizard can only be accessed by domain administrators. This is used to create and configure the contents and visual appearance of the virtual agent in greater detail in three steps:

• Define the mission of the virtual agent. This will determine the contents of the associated Self Help projects.
• Define general information, such as the name, description, associated Self Help projects and domains, etc.
• Define the visual appearance (optional).
   

Note: Self Help projects imported by the creation wizard will not be published automatically. You must configure and publish them before you can deploy the virtual agent.

You must define the visual appearance of the virtual agent when you want to integrate the virtual agent within a Web page. You do not need to define its visual appearance if the virtual agent is used in Service Apps.

You can define multiple visual appearances for a given virtual agent.

Operating principle

1. Log in to the Online Studio. Select Service Bots > Agents in the menu and click + Add.

2. Select the mission of the virtual agent among the profiles available.

3. Proceed to the next step and specify general information on the virtual agent.

4. Proceed to the next step and configure the visual appearance of the virtual agent (optional). Click Finish.

5. Self Help projects associated with the virtual agent will be imported to the domain. The new virtual agent will appear in the list of virtual agents defined on the server.

6. Click the name of the virtual agent to display its details and see its visual appearances.

7. Switch to the Desktop Studio to check that the virtual agent has been correctly created. Self Help projects associated with the virtual agent's mission will be imported and displayed in the Explorer pane in edit mode.

8. Complete the configuration of the different Self Help projects associated with the virtual agent and publish them. Deploy the new virtual agent.

Adding statistics related to Service Bots

New variables related to the use of the Service Bots virtual agent are now available in the statistics file generated using an extraction profile. They are added to the Search Engine sheet and are linked to the Search Engine.

• SpellCheck: Search keywords once the NLP engine has made corrections to the spelling. The field is blank if no corrections were made.

• SearchEngineCountResult: Number of results returned by the search tool.

• DecisionCountResult: Number of results returned after analysis based on relevance.

• ResultType: Type of results returned. The possible values are:
  • WELCOME: Welcome message
  • MISUNDERSTANDING: No results found by the virtual agent
  • REPHRASE: Several results found by the virtual agent 
  • BYE: Procedure at the end of the user journey
  • TAGSEARCH: Search for a tag
  • IDSEARCH: Run a procedure using its ID

• Lemmas: List of significant terms in the user's query

• Channel: Mode for viewing the procedure. The possible values are:
  • PORTAL: Procedures are viewed in the portal
  • APICONTENT: Procedures are called via the Content API
  • MSTEAMS: Procedures are viewed via MS Teams
  • SERVICEBOTS: Procedures are viewed via a virtual agent
  • AUTOMATIC: Procedures are viewed via the Portal API
  • PREVIEW: Procedures are viewed in test mode to check their display
  • DEBUG: Procedures are viewed in debug mode

Desktop Studio

New Import functionalities

To facilitate the start of the writing phase for a new Self Help project or to add new content quickly to an existing project, you can now use two new Import functionalities in the Desktop Studio:

• Perform a mass import of documents grouped in folders. This enables the automatic creation of procedures using Word documents.
• Import an Excel file dedicated to an FAQ. This enables the automatic creation of procedures using rows in the Excel file.

Accessing the Import functionality

You can access the Import functionality in edit mode in the Desktop Studio.

• By selecting File > Import in the menu.
           

• By right-clicking and selecting Import in the Explorer pane.
           

Note: The archive import functionality for importing Self Help projects from AAR archives has now been incorporated into the two new functionalities.

Importing folders

Importing folders enables you to create or complete existing Self Help projects by performing a mass import of the tree structure of folders and subfolders and the documents they contain.

• Word documents will automatically be converted into procedures. Page breaks in the Word documents will automatically create Page steps.
• The other files will be imported as resources.

Note: The folder import functionality replaces the Quick Start tool. This functionality has now been incorporated into the Desktop Studio to make it easier to use.
 

Operating principle

1. Prepare the folder you want to import by placing the relevant subfolders and documents in it.

2. Select File > Import > Folder in the menu.

3. Configure the archive of the project generated from the folder.

• Select the folder to be imported.
• Indicate if you want to keep the new Self Help project on your workstation as an AAR archive.
• Specify if the folder should be imported as a new Self Help project or if its contents should be added to the current project.
• Click Generate.

4. Configure the import of the archive.

• Select the status to be applied to all objects in the archive, i.e. procedures and resources.
• Click Import.

5. The import will be run.

• The number of folders, procedures and resources imported will appear.
           

• An archive will be created if you selected the Save Archive option.

• Imported folders and their contents will appear in the Explorer pane in the Desktop Studio.
           

6. You can now publish your new Self Help project.

Importing the FAQ from an Excel file

Importing the FAQ enables you to import all or part of a Self Help FAQ project (Frequently Asked Questions) from an XLS file. The hierarchy of the project is simple and comprises procedures, each containing a single Page step.

• Each row in the Excel file will automatically be converted into a procedure in the Self Help project.
• You can specify metadata in the Excel file. It will be imported and automatically associated with each procedure.
   

Note:

• In this first version, you can only import text to procedures.
• You cannot import translations. Translatable attributes must be imported in the same way for each language defined in the Desktop Studio. You can then modify them if required.

Contents of the Excel file

The XLS file must be in a workbook containing one or more sheets.

• Each sheet must contain a specific number of columns whose names are normalized.

• Cross-reference mapping

Operating principle

1. Prepare the Excel file in compliance with the required structure.

2. Select File > Import > FAQ in the menu.

3. Configure the archive of the project generated from the file.

• Select the XLS file to be imported.
• Indicate if you want to keep the new Self Help project on your workstation as an AAR archive.
• Specify if the file should be imported as a new Self Help project or if its contents should be added to the current project.
• Click Generate.

4. Configure the import of the archive.

• Select the status to be applied to all objects in the archive, i.e. procedures and resources.
• Click Import.

5. The import will be run.

• The number of folders, procedures and resources imported will appear.
           

• An archive will be created if you selected the Save Archive option.
• Imported folders and their contents will appear in the Explorer pane in the Desktop Studio.
           

6. Make the required modifications for translatable metadata.

7. You can now publish your new Self Help project.

Resources locked during the publication or export of a Self Help

 project

When you publish or export a Self Help project, this may sometimes fail because resources are being modified by another writer. An error message will appear.

This error message has been made clearer and it now specifies the names of the locked resources and the relevant writers.