ev|Self Help - Oxygen - Release Notes

Last modified on 2023/07/25 11:56

Current Version : 2024.1.101.1See the Next Version


   •   You will find only releases with new features on this page. To find releases with only bug fixes, please consult the Change Log pages.

  • 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.

Oxygen 1.2 - Fix 2.9.4

New Service Bots module

Self Help integrates now a 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.
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  • 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"],
      "shoptions": "public",
      "theme": "evsh"
    "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"

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

The Self Help connexion package contains new integration connectors. They enable you to interface any Self Help project with Service Manager using the Service Manager REST API.

Connexion package content

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(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 REST API
(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.

Connexion package configuration using the oSetup variable

The object variable contains all of the required parameters for integration. It is found in the Library folder.
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(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 connexion package

  • Import the connexion package to your domain.
  • Define the configuration using the oSetup variable which are required to call the Service Manager REST API.
  • Copy the [01] Examples and Help folder to your target Service Manager project to check the workability of the configuration.
  • Create your procedures using the aliases of functions found in the connexion package.
             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.


  • 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


  • 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

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

Access the Editor Portal

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


  • 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


  • 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 for a zone

  • 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

Contextual menus for a 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.


        part 6_html_5bd85e88.png

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


  • 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

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
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.


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

Oxygen 1.1

What's new in Service Bots

Association of virtual agents with MS Teams

You can associate a Service Bots virtual agent with the collaborative tool, Microsoft Teams. It will then appear just like any other corporate team member and can interact in a natural way with users via the chat.

       part 1_html_m128ec9a1.png

       part 1_html_ma67d5b3.png

 Implementation principle

1. Go to the Admin module and select Administration > Service Bots > Agents in the menu.

2. Select the virtual agent to be associated with MS Teams.

3. Click Associate MS-Teams bot in the toolbar.

4. Complete the form displayed in the side pane to associate the Service Bots virtual agent with MS Teams.

       part 1_html_m4a0ddc58.png

Dictionary management

A dictionary appears as a CSV file comprising a list of terms and the links that exist among them.

You can now manage dictionaries in the Service Bots module via the Admin module by selecting Administration > Service Bots > Dictionary in the menu.

List of functionalities

       part 1_html_m6b42eaa3.png

(1): Import a new dictionary.
(2): Update an existing dictionary by importing a new CSV file.
(3): Export a dictionary to a CSV file.
(4): Modify a dictionary.
(5): Delete a dictionary.
(6): Access the list of terms in the dictionary.

Description of functionalities

Import a new dictionary

This functionality is used to import a new dictionary and associate it with one or more Self Help projects specific to a virtual agent. In this way, an administrator can import a list of project-specific terminology.
         part 1_html_mc8efc2a.png

1. Click Import new dictionary in the toolbar.

2. Enter a name for the new dictionary.

3. Select the CSV file to be imported.

4. Specify the language of the dictionary.

5. Add a description of the characteristics of the dictionary if required.

6. Click Import. The new dictionary will appear in the list of dictionaries available on the server.

Update an existing dictionary

This functionality is used to replace or add terms to an existing dictionary on the server.

1. Select the dictionary you want to update and click Import in the toolbar.

2. Select the CSV file to be imported.

3. Specify if you want to overwrite the existing dictionary with the terms in the imported CSV file, or if you want to keep the existing dictionary terms and add new terms from the imported CSV file. If you want to overwrite the existing dictionary, check the Replace existing dictionary box.

4. Click Import. The dictionary will be updated on the server.

       part 1_html_442666d9.png

Export a dictionary to a CSV file

This functionality is used to export an existing dictionary to a CSV file.

1. Select the dictionary you want to export and click Export in the toolbar. The dictionary's details will appear in the side pane.

2. Click Export. The dictionary will be exported to a CSV file.

       part 1_html_4bdac73b.png

Modify a dictionary

This functionality is used to modify the details of a dictionary and define the domain and projects with which it should be associated.

1. Select the dictionary you want to modify and click Modify in the toolbar.

2. Modify the required information, e.g. name, language, description, etc.

3. Select the domain in which Self Help projects to be associated with the dictionary belong.

4. Select the Self Help projects to be associated with the dictionary.

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Integration forms in the virtual agent procedures

Dynamic information can now be collected during a chat with the virtual agent. To do this, you should integrate forms in specific procedures. You can subsequently use or retrieve this information in the rest of the procedure.

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 Implementation principle

You implement a form within a virtual agent procedure in the same way as you would implement any other Self Help procedure.

What's new in the Self Help Admin module

Execution formats added to the creation of an extraction profile

Now, when you create a new statistics extraction profile, you can choose from different execution formats that will provide different analysis levels of the results returned.

 Implementation principle

1. Go to the Admin module and select Analytics > Extraction profiles in the menu.

2. Click New profile. A new field called Execution format is displayed in the side pane.

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  • Steps option: Used to retrieve a record in each visible step of the user journey.
  • Executions option: Used to retrieve a record each time an entry point is run by the user.
  • Stepsdebug option: Debug format used by the Support team for retrieving additional records.

What's new in the Self Help Studio

Viewing users created by SSO

In admin mode in the Self Help Studio, you can now display the list of users automatically created by SSO in the list of visible users.

Note: Domain administrators and system administrators can access this functionality.

 Implementation principle

1. Open the Studio in admin mode.

2. Select Help > Preferences in the menu.

3. Click Admin configuration.

4. Check the Display SSO user accounts box. The users created by SSO will appear in the list of domain users.

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New metadata in procedures

Native metadata is now available in the Studio and can be applied to any new procedure created.

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(1) Tags: Translatable string metadata. Used to specify one or more keywords in order to generate a tag cloud.

(2) Agent Flag: Non-translatable string metadata, specific to virtual agent procedures. Used to define how virtual agent procedures are run.

(3) Dialog Friendly: Boolean metadata, specific to virtual agent procedures. If the box is checked, the procedure will open in the conversation panel.

(4) Alternative Intents: Translatable string metadata, specific to virtual agent procedures. Used to specify the alternative ways of asking a given question that will open the same virtual agent procedure. 

New project variables

New predefined variables have been added to the Self Help project library.

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This variable enables you to specify how the procedure will be viewed.

  • 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 previewed to check their display.
  • DEBUG: Procedures are viewed in debug mode.


This variable is used to run a procedure in debug mode.

  • True: Procedures are run in debug mode in the Studio. Test phases are simplified by applying a conditional display to part of a procedure, e.g. display only information pages.
  • False: Procedures are run in standard mode.


Admin module

Default dashboard

  • The default dashboard can now adapt its display to the resolution of the device on which it is accessed. Its graphic interface has also been reviewed.
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  • You can click the Filters << button to access filters. Predefined filters have been added.
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  • You can now click part 3_html_m544baf35.png at the top left of the dashboard to access the help page. This page presents the 13 KPIs used in the dashboard.
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New names of menu items in the Admin module

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  • The Import menu has been renamed Attributes.
  • The Attributes sub-menu has been renamed Import Attributes.

Sending statistical reports by email

Now, when you execute an extraction profile, you can send the report by email. The email will contain a link for downloading the report.

Note: The file size must not exceed 3 MB.

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Managing large Excel files

You can now generate and manage Excel files containing statistics in more than one million rows.

Deleting procedure instances in the Studio

All procedure instances run by writers in the Studio in test mode will now be excluded from statistics.

Modifying or adding procedure completion reports to statistics files

In the Excel file containing extracted statistics, the End type column in the executions worksheet has been reviewed to take into account all of the ways in which a procedure may be stopped.

  • ENDED: Normal end of the procedure.
  • EXITED: Voluntary interruption of a procedure.
  • CLOSED: Inactive session is closed.
  • SESSIONCLOSED: Session is voluntarily closed although some procedures are open. The procedures will be paused and closed 24 hours later.
  • PAUSEDELETED: Paused procedures are voluntarily closed.

Passing parameters when running procedures

The format for passing input parameters when running procedures has been improved. scenarioParams is now a JSON object.

You can now specify the name of the parameter to be passed before indicating its value. Empty parameters can be ignored.

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Several points of security have been reviewed:

  • Apache parameters
  • Restricted access to the server .log
  • Restricted access to the list of connectors
  • Restricted access to the list of writers
  • Improved security for cookies

Search function

Different enhancements have been implemented to optimize searches run in the portal, e.g. accented characters are now taken into account, as are stop words.

Improvements to the graphic interface

Various graphic enhancements have been implemented to improve the readability of the Studio.

  • Field names in the Properties section now appear in black.
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  • The display of the list of project metadata has been improved.
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  • The button for accessing the portal on the Home page has been renamed Editor Portal.
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  • Several issues related to the display and resizing of windows have been solved.

Other enhancements

  • Server: In the Windows console, you can manage SKY services (mongo and tomcat).
  • You can map an SAML attribute with a Self Help user group when creating a user.
  • The time required for processing an import or for synchronizing extremely large data volumes has been shortened with the removal of the default timeout.
  • Certain connectors have been upgraded to run with 2.9 platforms.
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