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Using the CMS (8.5.302.xx and earlier)

Important
You are looking at the documentation for an older version of the product. This page describes the CMS interface available in 8.5.302.xx and earlier versions (up to 8.5.300.xx).
If you are looking for the most recent user guide for CMS please refer to Using the CMS.

Overview

After logging in, you can use the Genesys Knowledge CMS to:

Important

Relations between Knowledge Center Cluster and Knowledge Center CMS:

  • Knowledge Base definitions can be created in CMS and exported in Knowledge Center Cluster
  • A new Knowledge Base can be activated only using GAX plugin
  • Configurable options (Name, Description, Custom fields, attributes, Languages, Channels, Skills) can be exported from CMS to Knowledge Center Server
  • Deleting the Knowledge Base in Knowledge Center Server does not affect the CMS
  • Data can be Exported or Synchronized from CMS to Knowledge Center Server
  • Deleting an article from the CMS also deletes it from Knowledge Center Server (after Synchronization)
  • Making changes in Knowledge Center Server does not affect CMS
  • Deleting the Knowledge Base in the CMS does not affect Knowledge Center Server (documents or KB will be not deleted)

Logging Into the CMS

Prerequisites

  • A user with CMS privileges has been created in Config Server.


Start

Enter your username and password and press the Log In button.

GKCCMSLogIn01.png


End

Inside of the CMS

Homepage

When you log into the CMS you will end up on the home page:

GKC landingpage01.png

The homepage contains following areas:

  1. Top menu:
    1. connection status to the Genesys Knowledge Center Server
      GKC clusterconnected01.png
      Important
      Connection to the Genesys Knowledge Center Server is required for the following operations:
      • Export and synchronization
      • Processing of the user feedback
      These operations are unavailable if the connection status is shown as disconnected. All other operations can be used despite connection status.
    2. the name of the logged in user with personalized menu
      GKC clusterconnected02.png
  2. The main area contains the list of the knowledge bases you have in your CMS and provides the ability to create a new knowledge base.

Inside of the knowledge base

When you navigate inside of a particular knowledge base, a few new elements are added:

GKC Documents01.png
  1. The top menu now contains additional elements to navigate through the different areas of the knowledge base:
  • Documents - allows seeing the document within the knowledge base
  • Categories - shows the category taxonomy associated with knowledge base
  • Feedback - allows retrieving information about the usage of the knowledge from Genesys Knowledge Center Server
    Important
    Please ensure that the CMS is connected with Genesys Knowledge Center Server to work with user feedback
  • Modifications - recently updated documents that are awaiting synchronization
  • Main area contains following elements:
    • current location
    • toolbox panel includes (vary depending on the functionality of particular view)
      • operations that is applicable to the currently selected elements
      • quick filters
      • language selector
      • quick search functionality
    • Table pagination control
      • number of elements shown on the screen
      • navigation between data pages

    Working with Knowledge Bases

    Creating a New Knowledge Base

    Prerequisites

    • Knowledge.CMS.Administrator privileges have been assigned to the user.


    Start

    1. Move your mouse over the + sign on the main page.
      Gkc add kbase.png
    2. Click "Create" link
      GKC createlink01.png

    3. The Create Knowledge Base window appears.

      On the General tab:

      • Enter the unique knowledge base ID (the ID should consist only of numbers, Latin letters and underscores, with a maximum length of 50 characters).
      • Enter knowledge base name (maximum length of 50 characters).
      • Enter the Document Type (FAQ or Article).
      • (Optional) You can change the default icon assigned to the knowledge base.
      GKCCMSGeneral01.png
    4. To add supported languages to Knowledge Base:
      • Click the Languages tab.
      • Move appropriate languages to the Selected languages list.
      • Select Default language from the list.
        CreateKnowledgeBase LanguagesCLOUD.png
        Important
        The first language added to the knowledge base will become the default language for this knowledge base. It cannot be removed or changed.
        More information regarding usage of different languages in the knowledge bases can be found in Understanding Language Principles.
    5. Your knowledge base has been created.
      6. Gkc new kbase.png

    End

    Deleting a Knowledge Base

    Important
    Deleting a Knowledge Base will delete all of the content in that Knowledge Base.

    Prerequisites

    • The knowledge base has been defined in the CMS.
    • Knowledge.CMS.Administrator privileges have been assigned to the user.


    Start

    1. Move your mouse over the appropriate knowledge base icon on the main page.
    2. Click Delete and confirm the action in the dialog box.
      3. GKC Delete01.png

    End

    Editing a Knowledge Base Definition

    Prerequisites

    • The knowledge base has been defined in the CMS.
    • Knowledge.CMS.Administrator privileges have been assigned to the user.


    Start

    1. Move your mouse over the appropriate knowledge base icon on the main page.
    2. Click Edit.
    3. The Edit Knowledge Base window appears.
      GKCCMSEdit01.png
    4. Press Confirm to save your changes.

    End

    Exporting Knowledge Base Configuration

    Export of the knowledge base configuration can be useful for backup purposes and to duplicate configuration (via import) to another knowledge base.

    Start

    1. Move your mouse over the appropriate knowledge base icon on the main page
    2. Click the "settings" icon in the right bottom corner
      GKC Settings01.png
    3. From this menu select the Backup configuration item
      GKC backupconfiguration01.png
    4. Configuration file download will start

    End

    Defining Knowledge Base Availability

    Use of skills provides the option of refining the data that agents see when they interact with Knowledge Center. Agents will only have access to Knowledge Bases that best match their skills when availability is assigned.

    Start

    1. Move your mouse over the appropriate knowledge base icon on the main page.
    2. Click Edit.
    3. The Edit Knowledge Base window appears.
    4. Click the Access tab.
    5. Select whether you would like knowledge base to be available for all of your agents or for only the agents that have one of the specified skills.
      GKCCMSAccess01.png
    6. Press Confirm to save your changes.

    End

    Importing Initial Documents

    Prerequisites

    • The knowledge base has been defined in the CMS.
    • Knowledge.CMS.Document.Author or Knowledge.CMS.Category.Author privileges have been assigned to the user.
    • Files being targeted for import are available in the appropriate format. For more information, please see Importing Data into the Knowledge Center Server


    Start

    1. Move your mouse over the appropriate knowledge base icon on the main page.
      GKC KnowledgeBase01.png
    2. Click Import data.
    3. Choose Language of content
    4. Browse to the appropriate XML file.
      GKCCMSImport01.png
    5. Click Import; your data is imported into the CMS.

    End

    Notify Knowledge Center Server about new Knowledge Base

    Start

    1. Move your mouse over the appropriate knowledge base icon on the main page.
    2. Click Settings icon in the bottom right corner of knowledge base area.
    3. Select Export configuration from the menu
      GKC Export01.png
    4. The confirmation window appears asking you to confirm that you would like to send the information about knowledge base to the Knowledge Center server.
      GKCPublish02.png
    5. Click the Publish button.
      Important
      The content of the knowledge base will not be sent to the knowledge center server at this step. The CMS will only notify Knowledge Center Server about the existence of the knowledge, its name, id, supported languages, custom attributes and access policy. You can view and edit sent information in the Administrator Plugin.

    End

    Understanding Language Principles

    Knowledge bases can contain content on different languages and their regional versions. You can define as many languages per knowledge base as required. Languages that will be available to be added to the knowledge base is defined by administrator in your environment, Terminology:

    • Default language - main language of the knowledge base. Default language cannot be changed as soon as the knowledge base definition has been saved.
    • Base language - international version of the language that has regional versions
    • Regional language - region-specific version of the base language

    Example:

    • English is the base language in case if there are regional languages defined for it
    • English (US) and English (UK) are regional versions of the English language

    Editing List of Languages Within Knowledge Base

    Start

    1. Move your mouse over the appropriate knowledge base icon on the main page.
    2. Click Edit.
    3. The Edit Knowledge Base window appears.
    4. Click the Language tab.
      GKC LanguageTab01.png
    5. Move the languages from the available list (on the left) to the selected list (on the right) to add language to the knowledge base or vice versa to remove it.
    6. Save your changes or cancel them, using the appropriate buttons.

    End

    Important
    Only regional languages and languages that do not have regional versions are shown in the list of available languages. Base language is automatically added to the knowledge base when at least one regional version of the same language is added, and it is removed when all regional versions are removed.

    Example of default, base and regional languages:

    GKC default01.png

    General principles of editing

    • First version of the category or document must be created in the default language of the knowledge base.
    • As soon as a document or a category is created in the default language they can be translated to the other languages or their regional versions.
    • Regional version of the document can be created only after the document has been created in the base version of the same language.
    • Base version of the document or category is available in the regional version of the same language in case there is no separate regional version of the same document/category.

    Approval workflow

    Documents and categories shares same approval workflow that consists of 4 states:

    • Draft - authoring is in progress
    • In Review - category ready for approval review
    • Approved - category ready to be published to the server and be used
    • Rejected - document has been reviewed and rejected for further editing

    Visual indication of these steps are the following (from top to buttom: rejected, draft, in review, approved):

    GKC approvalstates01.png

    Let's look at an example fllow:

    1. You have created new category/document - it will have "Draft" status.
      GKC Draft01.png
    2. You can edit and save it multiple times before it reaches final version while still in "Draft" status
    3. You reached the final version and are ready to send it for review; press "Submit the category for review" button and the category/document is now in the "In Review" status
    • you can provide a comment for the reviewer to underline changes made and reason for approval.
      GKC Review01.png
      Important
      Comments are visible in the document history only. Comments are not exported into the Genesys Knowledge Center Server and are not visible for agents and customers using the knowledge.
  • While reviewing the category/document in "In Review" status you can approve (using "Approve document" button) or reject (using "Reject document" button) the changes and provide your comment(s):
    GKC Review02.png
    1. Comment(s) provided by author while sending document for review can be seen on the "Versions" tab of the edit category/document form:
      GKC VersionsTab01.png
    2. You can change content of the category/document and save it and thi document will become a "Draft" document requiring approval flow to be restarted
  • Approved category/document is now in approved status and can be published to the Knowledge Center Server for use by agent and customers.
    GKC approvalstates02.png
    Important
    If you edit and save the approved category/document, its status will change to "Draft" and you need to start the approval flow from the beginning for the new changes while agents and customers can still use the latest approved version of the category/document.
  • Rejected category/document is in "Rejected" status and needs to be corrected and sent for approval once more.
    GKC approvalstates03.png

    • Let's summarize this into the state diagram:

    GKC diagram01.png

    Changing the document status can be applied individually (as described above) or as the bulk operation:

    GKC bulkoperation01.png
    • select categories/documents from the list
    • in the toolbar operation applicable to the selected items will be shown
    • click the desired state transition (Put on review, Approve or Reject)
      • selected operation will be applied to the document in the appropriate state only (for example if you select "Put on review" it will be applied to the Draft and Rejected documents in the selection list)

    Working with Categories

    Creating a New Category

    Prerequisites

    • The knowledge base has been defined in the CMS.
    • Knowledge.CMS.Category.Author privileges have been assigned to the user.
    • No category has been selected.


    Start

    1. Move your mouse over the appropriate knowledge base icon on the main page.
    2. Click Categories.
      GKC Categories01.png
    3. Press the Create button.
    4. The Create Category window appears.
    5. Enter your category name.
      GKC Categories02.png
    6. Save your changes or cancel them, using the appropriate buttons.

    End

    Viewing or Modifying a Category

    Prerequisites

    • The knowledge base has been defined in the CMS.
    • The category has already been created.
    • Knowledge.CMS.Category.Author privileges have been assigned to the user.


    Start

    1. Move your mouse over the appropriate knowledge base icon on the main page.
    2. Click Categories.
    3. Choose your category from the list and click the Edit button or double-click the appropriate row.
    4. The Edit Category window appears.
      GKC Categories03.png
    5. View or browse through the category changes history (using the Versions tab) or make changes in the category name.
    6. Save your changes or cancel them, using the appropriate buttons.
    7. Every time you make a change, a new version of the category will be created and the new version of the formerly approved category will be given a state of Draft.

    End

    Deleting Categories

    Prerequisites

    • The knowledge base has been defined in the CMS.
    • The category has already been created.
    • Knowledge.CMS.Category.Author privileges have been assigned to the user.
    • A connection to Genesys Knowledge Center is available.


    Start

    1. Move your mouse over the appropriate knowledge base icon on the main page.
    2. Click Categories.
    3. Select one or more categories from the list.
      GKC Categories04.png
    4. Click the Delete button.
    5. Confirm your action in the pop-up.

    End

    Working with Documents

    Creating a Document

    Prerequisites

    • The knowledge base has been defined in the CMS.
    • The appropriate categories have been created.
    • Knowledge.CMS.Document.Author privileges have been assigned to the user.
    Important
    The maximum size of attachments is 20MB.

    Start

    1. Move your mouse over the appropriate knowledge base icon on the main page.
    2. Click Documents; a list of documents appears.
      GKC Doc01.png
    3. Click the Create button; the Create Document window appears.
      GKC Doc2.png
    4. Fill in the FAQ tab by adding Question and Answer (required) or Article tab by adding Title, Summary and Description (required). Add alternative wordings of the question or title (by pressing the + sign in the Alternative questions field). Links and images are permitted in the Answer and Description fields to aid in answer clarity.
    5. Fill in the Categories tab by selecting the appropriate categories from the list on the left and moving them to the right.
      GKC Doc3.png
    6. Fill in the desired Custom attributes values.
      GKC Doc4.png
    7. Add Attachments by pressing the Add button and then the Upload button. To remove attachments, press the Remove button.
      GKC Doc5.png
      Important
      Maximum file size: 20 MB.
    8. Fill in the Other tab as needed, including channel options which allows you to specify if a document is only for a specific channel type (for example, email only or chat only, or a combination of channels).
      The channel option is important for the agent experience. If the email attribute is added to content, then only agents that are engaging over email conversations will see that content. The experience would be similar for Chat. By default content is accessible for all agents using any channel. If content is public, it will be viewable to the public, regardless of the channel.
      GKC Doc6.png
      Important
      If the content is publicly facing, it will always be visible to customers regardless of the channel attribute.
    9. On the Other tab you could add different tags for the documents.
    10. "Valid from" option specify the date from which document could be published to server
    11. "Valid to" specify the date after which document will be unavailable on server after publication
    12. (Optional) Click the Languages menu in the top right to create this document in multiple languages. For more information on Creating and editing documents in other languages, see Working with Multilingual Content.
    13. Save your changes or cancel them, using the appropriate buttons.

    End

    Viewing or Modifying a Document

    Prerequisites

    • The knowledge base has been defined in the CMS.
    • The appropriate categories have been created.
    • The Document has already been created.
    • Knowledge.CMS.Document.Author privileges have been assigned to the user.


    Start

    1. Move your mouse over the appropriate knowledge base icon on the main page.
    2. Click Documents; a list of documents appears.
      GKC Doc7.png
    3. Choose a Document from the list and double-click the appropriate row.
    4. View or make changes in the editor.
      GKC Doc8.png
    5. Save your changes or cancel them, using the appropriate buttons.
    6. Every time you make a change, a new version of the document will be created and the new version of the formerly approved document will be given a state of Draft.
      GKC Doc9.png

    End

    Copying content from one document version to another

    You can copy content of one document version to the version of document in another language

    GKC Doc10.png

    Start

    1. Open source version of document
    2. Press Copy document button
    3. Switch to destination document version or version of document in new language
    4. Press Paste document button
    5. Edit and Save document

    End

    Important
    After copy all content except of Attachments will be dublicated to new document. Attachments should be added manually.

    Deleting a Document

    Prerequisites

    • The knowledge base has been defined in the CMS.
    • The Document has already been created.
    • A connection to Genesys Knowledge Center is available.
    • Knowledge.CMS.Document.Author privileges have been assigned to the user.
    Important
    You can only delete a document from the Knowledge Base if the Genesys Knowledge Center Server contains a Knowledge Base document with the same name.

    Start

    1. Move your mouse over the appropriate knowledge base icon on the main page.
    2. Click Documents.
    3. Select one or more Documents from the list.
    4. Click the Delete button.
    5. Confirm your action in the pop-up.
      Gkc cms docs delete.png

    End

    View document rating

    To view overall rating of document use "Feedback" tab inside document edit window. Start

    1. Move your mouse over the appropriate knowledge base icon on the main page.
    2. Click Documents.
    3. Choose your document from the list and click the Edit button or double-click the appropriate row.
    4. Switch to Feedback tab
      GKC Edit01.png

    End

    Working with Multilingual Content

    To review Knowledge Base content in different languages, simply select the appropriate language from the list located in the toolbar and the language selection displays a list of documents or categories in the selected language.If a document has no version in regional language, version in base language will be displayed. If a document was not defined in the selected base language, version from default language will be displayed and it is then grayed out.

    Creating a new language version of a document

    Prerequisites:

    • If you are not currently in the document where you wish to add a new language, select the document from the list of documents and click Edit.

    Start

    1. From the Language list on the right, you can view a list of available languages. Languages with a check mark denote documents which are currently available. Languages with an X denote documents which are not yet created.
      GKC Multi01.png
    2. Click the specific language with an X to create the new document in that language.
    3. Update appropriate fields.
    4. Save changes.
    5. Once approved, the language displays a check mark.
      GKC lang01.png

    End

    Publishing Knowledge base to Knowledge Center Server

    Publishing selected documents

    Important
    Only approved documents and categories will be published to the Knowledge Center Server. If the current version of a document is not approved, the latest approved version will be published.
    Documents can be published from base language if no regional languages have been configured. If regional languages are configured for base language, documents should be published directly from regional languages. If there is no regional version for a document, the version from base language will be published instead.

    Prerequisites

    • The knowledge base has been defined in the CMS.
    • The categories have already been created and approved.
    • Your Documents have been created and approved.
    • A connection to Genesys Knowledge Center is available.
    • Knowledge.CMS.Approver privileges have been assigned to the user.
    • Knowledge.Author privileges have been assigned to the user.

    Start

    1. Move your mouse over the appropriate knowledge base icon on the main page.
    2. Click Documents.
    3. Using the check boxes, select the document(s) you wish to publish or leave all documents unchecked to publish them all.
    4. Click the Publish button.
    5. All approved documents from the CMS are exported into Genesys Knowledge Center Server.
      GKC Pub01.png

    End

    Important
    To publish attachments with documents the following option in Knowledge base settings should be configured:
    1. go to Edit Knowledge base
    2. switch to Synchronization tab
    3. select "Attachments synchronization type" and choose the appropriate option:
      • Do not export attachment
      • Export only attachments URLs (attachments will be available for download in Knowledge Server, but not used in search optimization)
      • Export attachments with content (attachments will be available for download in Knowledge Server and will be used in search optimization if possible)
        GKC Edit02.png
    For the correct upload of attachments, in the Application Cluster option externalURL in section cms.general should point correctly to CMS. For example: 
    http://<cms host>:<cms port>/gks-cms

    Setting up automatic synchronization

    Start

    1. Move your mouse over the appropriate knowledge base icon on the main page.
    2. Click Edit.
    3. The Edit Knowledge Base window appears.
    4. Click the Synchronization tab.
    5. Click the Automatic synchronization box to turn it On.
    6. Choose the following options:
      • attachment synchronization type
      • list of languages to be synchronized
      • set scheduling:
        • One time - to synchronize once
        • Daily - to synchronize every N hours
        • Weekly - to synchronize on the defined days of week
        • Monthly - to synchronize on defined days of month
      GKC Sync01.png
    7. Press Confirm to save your changes.

    End

    Synchronizing recent changes

    Prerequisites

    • A connection to the Knowledge Base must be available
    • Knowledge.CMS.Approver privileges have been assigned to the user.

    Start

    1. Move your mouse over the appropriate knowledge base icon on the main page.
    2. Click Modifications from the side menu to see a list of documents that have been modified since the last synchronization.
    3. Click the Synchronize button.
      GKC Sync02.png
    4. From the confirmation dialog box, select the languages you wish to synchronize and click Synchronize.
      GKC Sync03.png

      When the synchronization process completes, the list of modifications is then updated.

    End

    Working with Customer Feedback

    Processing a "No answer" Item

    Prerequisites

    • The knowledge base has been defined in the CMS.
    • A connection to Genesys Knowledge Center is available.
    • Knowledge.CMS.Document.Author privileges have been assigned to the user.
    • Knowledge.Author privileges have been assigned to the user.


    Start

    1. Move your mouse over the appropriate knowledge base icon on the main page.
    2. Click Feedback.
    3. Choose the No answer tab.
      GKC No01.png
    4. Choose one or more items from the list.
    5. Process each item:
      • Search for similar existing questions using the Search button.
        GKC Search01.png
      • Click the Create document button and create a new document based on the No answer item.
        GKC Search02.png
      • Delete unnecessary items using the Delete button.

    End

    Processing Votes

    Prerequisites

    • The knowledge base has been defined in the CMS.
    • A connection to Genesys Knowledge Center is available.
    • Knowledge.CMS.Document.Author privileges have been assigned to the user.


    Start

    1. Move your mouse over the appropriate knowledge base icon on the main page.
    2. Click Feedback.
    3. Choose the Votes tab.
      GKC Votes01.png
    4. Choose one or more items from the list.
    5. Process each item:
      • Add a search query as an alternative question for the upvoted document using the Add as alternative button. Or Edit existing document. Or Create new document basing on search query.
        GKC Votes02.png
      • Delete appropriate items using the Delete button.

    End

    Processing Drafts

    Prerequisites

    • The knowledge base has been defined in the CMS.
    • A connection to Genesys Knowledge Center is available.
    • Knowledge.CMS.Document.Author privileges have been assigned to the user.


    Start

    1. Move your mouse over the appropriate knowledge base icon on the main page.
    2. Click Feedback.
    3. Choose the Drafts tab.
      GKC Draft02.png
    4. If any drafts are awaiting review, they are present under this tab.
    5. Process each item: Create new document or Reject draft

    End

    This page was last edited on June 21, 2017, at 14:01.
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