Using the CMS to Work with Knowledge Bases

Overview

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

• Work with Knowledge Base (create, update, and delete knowledge bases)
• Work with Categories (assign categories to the documents in knowledge base)
• Work with Documents (create, update, and delete the contents of your knowledge bases by authoring questions and answers)
• Export Knowledge base to Knowledge Center Server
• Work with Customer Feedback

Logging Into the CMS

Prerequisites

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

Start

1. Enter your user name and password and press the Log In button.

Genesys Knowledge Center CMS Login

End

Working with Knowledge Bases

Creating a New Knowledge Base

Prerequisites

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

Start

1. Click the + sign on the main page.

Adding a Knowledge Base

2. 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).
   • If you want to, you can also change the default icon assigned to the knowledge base.

Creating a Knowledge Base
3. To add custom fields, navigate to the Custom Fields tab and perform the following actions for each custom field:
   • Press the Add button.
   • Enter the unique name of the field (the name should consist only of numbers, Latin letters and underscores, with a maximum length of 50 characters).
   • Choose the field type.
   • Enter a default value, if you would like the field to have one.
   • Press the Confirm button.

Confirm Knowledge Base Creation
4. Click Confirm to create the new knowledge base.

Knowledge Base Now Available

End

Deleting a 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.

Deleting a Knowledge Base

2. Click Delete and confirm the action in the dialog box.

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.
4. 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.

Start

1. Move your mouse over the appropriate knowledge base icon on the main page.
2. Click Import data.
3. Browse to the appropriate XML file.

Importing Knowledge Base Data

4. Click Import; your data be will imported into the CMS.

End

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.

Selecting Knowledge Base Categories

3. Press the Create button.
4. The Create Category window appears.
5. Enter your category name.

Creating a Knowledge Base Category
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 on the appropriate row.
4. The Edit Category window appears.

Editing a Knowledge Base Category

5. View or browse through the category changes history (using the drop-down with versions) 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 not approved.

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.

Selecting Categories in the CMS

4. Press the Delete button.

Deleting Selected Categories
5. Confirm your action in the pop-up.

End

Approving Categories

Prerequisites

• The knowledge base has been defined in the CMS.
• The categories have already been created.
• 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 Categories.
3. Choose one or more categories from the list.
4. Click the Approve button.

Approving Categories

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.

Listing Documents

3. Click the Create button; the Create Document window appears.

Creating a Document
4. Fill in the QNA tab by adding Question and Answer (required) and alternative wordings of the question (by pressing the + sign in the Alternative questions field).
5. Fill in the Categories tab by selecting the appropriate categories from the list on the left and moving them to the right.

Adding Categories to a New Document
6. Fill in the desired Custom fields values.

Adding Custom Fields to a New Document
7. Add Attachments by pressing the Add button and then the Upload button. To remove attachments, press the Remove button.

Adding Attachments to a New Document
Important
Maximum file size: 20 MB.
8. Fill in the Other tab, as needed.

Adding Other to a New Document
9. 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.

3. Choose a Document from the list and click Edit, or double-click the appropriate row.
4. View or browse through the category changes history (using the drop-down with versions), or make changes in the editor.

Editing a Document
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 not approved.

Document Versions

End

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 cannot delete a document from the knowledge base on the CMS if Genesys Knowledge Center Server does not contain a knowledge base 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.

Deleting a Document

End

Approving Documents

Prerequisites

• The knowledge base has been defined in the CMS.
• The Document has already been created.
• 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 Documents.
3. Select one or more Documents from the list.
4. Click the Approve button.

Approving a Document

5. Confirm your action in the pop-up.

End

Exporting Knowledge base to Knowledge Center Server

Important

Only approved documents and categories will be exported to the Knowledge Center Server.

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.

Start

1. Move your mouse over the appropriate knowledge base icon on the main page.
2. Click Documents.
3. Click the Export button; the Export documents window appears.
4. Choose the desired export mode in the pop-up and click Export; all approved documents from the CMS will be exported into Genesys Knowledge Center Server.

Exporting Documents

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.

Start

1. Move your mouse over the appropriate knowledge base icon on the main page.
2. Click Feedback.
3. Choose the No answer tab.

Processing a No Answer Item

4. Choose one or more items from the list.
5. Process each item:
   • Search for similar existing questions using the Search button.
   
   Finding Similar Questions
   • Click the Create document button and create a new document based on the No answer item.
   
   Creating a New Answer
   • Delete unnecessary items using the Delete button.

End

Processing Positive 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 Positive votes tab.

Processing Positive Votes

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.
   
   Adding an Alternate Question
   • Delete appropriate items using the Delete button.

End

Processing Negative 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 Negative votes tab.

Processing Negative Votes

4. Choose one or more items from the list.
5. Process each item:
   • Review or edit downvoted documents using the Edit document button.
   • Create new documents using the Create document button.
   • Delete appropriate items using the Delete button.

End