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Working with Documents

Displaying documents

Select a knowledge base to display a list of its contents. If you select the default language, you can create documents and categories:

GKC Working01 0917.png

If you select any other language, you can translate an existing document or category into the selected language:

GKC Working02 0917.png

Creating a document

Gkc-cms create document.png
Click Create.

Note: You can only create documents in the default language. Use other languages to translate existing documents.

Gkc-cms select document type.png
If your knowledge base allows documents of different types, you will be asked to select the document type.

You can bypass this step by selecting the desired document type from the Create button's drop-down menu:

Gkc-cms select document type from menu.png
GKC Content01 0917.png
Enter values for the mandatory fields (marked by the red star), as well as any other fields you have data for.
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Click Save & Close or select one of the other options in the Save & Close button's drop-down menu.

Creating Standard Response documents in Knowledge Base

After you've created your Standard Response knowledge base, you can begin creating your standard responses.

GKC CMS PF 04.png
  1. From the new Standard Response knowledge base, click Create.
  2. From the Create Document window, verify the document type is set to Standard response and click OK.
  3. Fill in the mandatory fields (Name, and Structured body), as well as any other relevant fields for your new standard response (see Field descriptions for more information).
    Note: Always be sure to check the completeness of your standard response by clicking on the validate standard response icon:
    GKC CMS PF 07.png
  4. Click Save & Close to apply your changes.

Field descriptions

Field Description
Name Mandatory.

The name of the standard response document.

Subject Optional.

What the topic is concerning.

Description Optional.

A brief description of the topic.

Structured body Mandatory.

The field where you type your standard response. This filed can contain your custom field codes.

Add alternative question Optional.

An optional question to what you've typed in the Name field.

Tags Optional.

Use this field if you wish to add new category tags to your document.

Categories Optional.

Use this field if you wish to categorize your document using existing category tags.

Attachments Optional.

Use this field if you wish to add an attachment to your document.

Allowed file types:
.txt,.doc,.docx,.pdf,.rtf,.asc,.csv,.xhtml,.html,.xml,.readme,.ppt,.pptx,.jpg,.png,.jpeg,.pjpeg,
.bmp,.gif,.svg,.tiff,.vnd,.ico,.wbmp,.webp,.mpeg,.webm,.ogg,.wmv,.flv,.3gp,.3gp2,.mp4,.aac,.mov,.avi,.raw,.xls,.xlsx

Start date Optional.

Use this field to set a start date for when Standard Response become available for Agents or Routing.

Expiration date Optional.

Use this field to set an end date for when Standard Response become unavailable for Agents or Routing

Acknowledgement Optional.

The standard response may be sent to acknowledge receipt of an incoming interaction.

Autoresponse Optional.

The standard response may be used as an automatic response to an incoming interaction.

Suggestions Optional.

The standard response may be offered to agents as suggested wording to use in their own replies to interactions.

Important
For each Usage type, you can specify whether this standard response is the Automatic one. Only one standard response of a given Usage type can be Automatic in each category. When the system needs to send a Standard Response of a specific Usage type, it sends the one marked Automatic.
If you attempt to select Automatic for a Standard Response (either a new one or an existing one), and there is already an Automatic Standard Response with that usage type for that category, Knowledge Center CMS offers to take the previously Automatic Standard Response out of Automatic status and it become Manual.

Characters Allowed in Names

The names of most Knowledge Center CMS and Content Analyzer objects can consist only of the alphanumeric characters supported in UTF-8, plus the characters shown in "Additional Characters Allowed in Object Names". This covers categories, standard responses, and screening rules (for Knowledge Center CMS), and training data objects and models (for Content Analyzer). Requirements for the names of other objects are listed below the "Additional Characters" table.

Additional Characters Allowed in Object Names
Name Character Name Character Name Character
Hyphen - Exclamation point  ! Backslash \
Number sign, pound # Dollar sign $ Parentheses ( )
Caret ^ Asterisk * Question mark  ?
Underscore _ Curly brackets { } Space
Angle brackets < > Period, full stop . At sign @

Other Objects

  • Field Code names have the same requirements as most other objects (alphanumeric characters supported in UTF-8, plus the characters in "Additional Characters Allowed in Object Names"), except that you must not use the sequences <$ and $>.
  • Custom Variable names can consist only of Latin characters and numbers (A–Z, a–z, 0–9) plus underscore ( _ ).
  • The names of test messages for Screening Rules can use any character in UTF-8.
  • The Display Name of the Business Attribute called Language can consist only of Latin characters and numbers (A–Z, a–z, 0–9).

Name Length

  • Categories, Field Codes, Custom Variables, Training Data Objects—64 characters
  • Standard Responses, Screening Rules—128 characters
  • Test messages for Screening Rules—254 characters
  • Models—21 characters

Text Direction The default direction for text is left to right. To change the direction, right-click the text field and select writing direction.

Document categories

Document editor view
GKCCategories01.png
Categories attached to the document (selected categories) are rendered by default in the Categories tree.
GKCCategories02.png
To view Recent categories:
  • Click GKCCategories02a.png in the Categories tree toolbar.
  • Recent categories are marked with a bold, gray background, their relevant icon, and have an Add to category link near the category name.

To attach Recent category(s) to the document, 2 options are available:

  • Click the Add to category link near the category name to attach the category to the document.
  • Click the Accept all suggested... link to attach all recent categories to the document.
GKCCategories03.png
To view Suggested categories:
  • Click GKCCategories03a.png in the Categories tree toolbar.
  • Suggested categories are marked with a bold, gray background, thier relevant icon, and have an Add to category link near the category name.

To attach Suggested category(s) to the document, 2 options are available:

  • Click the Add to category link near the category name to attach the category to the document.
  • Click the Accept all suggested... link to attach all Suggested categories to the document.

To refresh the list of Suggested categories:

  • Click GKCCategories03b.png (enabled only when suggested categories are displayed).
GKCCategories04.png
To view Selected categories:
  • Click GKCCategories04a.png in the Categories tree toolbar.
  • Selected categories are marked with a bold, gray background, their relevant icon, and have a Remove from category link near the category name.

To remove document from Selected category(s):

  • Click the Remove from category link near the category name to deattach the category from the document.
Category selection
GKCCategories05.png
To attach categories to the document or edit categories which are already attached, click GKCCategories05a.png in the Categories tree toolbar.
GKCCategories06.png
The Categories tree window is opened with Selected, Suggested, and Recent categories' sub-trees expanded to the terminal highlighted category by default.

Note: Suggested and Recent buttons are disabled when there are no suggested or recent categories available.

GKCCategories07.png
To view Recent categories:
  • Click GKCCategories07a.png in the Categories tree toolbar.
  • Recent categories are marked with a gray background and have the clock icon near the category name
GKCCategories08.png
To view Suggested categories:
  • Click GKCCategories08a.png in the Categories tree toolbar.
  • Suggested categories are marked with a gray background and have the hat icon near the category name.
GKCCategories09.png
To view Selected categories:
  • Click GKCCategories09a.png in the Categories tree toolbar.
  • Selected categories are marked with a checkbox.
GKCCategories10.png
To view All categories in the current Knowledge base:
  • Click GKCCategories10a.png in the Categories tree toolbar.
  • Category sub-trees are expanded to the terminal highlighted category or selected category, by default.
GKCCategories11.png
To attach Suggested or Recent category(s) to the document 2 options are available:
  • Check the checkbox in front of the highlighted category name to attach the category to the document.
  • Click GKCCategories11a.png' to check all the checkboxes for all Suggested and Recent categories for the document.


Translating a document

For a quick reference on how to:

please see the following video—

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Select a document to translate to the current language.
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Click the arrow next to the Translate menu and choose one of the three types of translations from the list:
  • Translate (no source) - Creates a blank document in the selected language for manual translation.
  • Translate (with source) - Creates a copy of the source document, copying all the content into a newly created language version. Content then needs to be manually translated to the selected language.
  • Machine translate - Uses a machine translation service (needs to be configured by your administrator) to create a document in the selected language by translating the content of the original document.

Translate (no source)

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Click the arrow next to the Translate button in the toolbar and choose Translate (no source) from the menu.
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Enter values for the mandatory fields (marked by the red star), as well as any other fields you have data for.
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Click Save & Close or select one of the other options in the Save & Close menu.

Translate (with source)

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Click the arrow next to the Translate button in the toolbar and choose Translate (with source) from the menu.
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Translate the document fields using the source document content.
GKC Temp 04.png
Click Save & Close or select one of the other options in the Save & Close menu.

Machine translate

Important
this mode of translation is only available when your administrator has configured an external translation service to translate content.
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Click the arrow next to the Translate button in the toolbar and choose Machine translate from the menu.
GKC Translate 0518 008.png
Make edits to the translated version of the document, if necessary.
GKC Temp 04.png
Click Save & Close or select one of the other options in the Save & Close menu.

Translating a document in compare mode

GKC Translate 0518 001.png
Select a document to translate to the current language.
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Click the arrow next to the Translate button in the toolbar and choose Translate (no source) from the menu.
GKC Translate 0518 009.png
Click the Compare button from the Document translation view.
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Click Machine translate or Translate (with source) from the menu.
GKC Translate 0518 011.png
Make edits to the translated fields, if necessary. If you clicked Translate (with source), you must translate the content in the fields manually.
GKC Temp 04.png
Click Save & Close or select one of the other options in the Save & Close menu.


Document errors

When you save a document, the Knowledge Center CMS validates the values you have entered into its fields. It highlights any fields that contain errors by:

  • Marking their borders in red
  • Adding an error message below them
Gkc-cms error in field.png

Document types

The Knowledge Center CMS supports two types of document:

  • Frequently asked questions (FAQ)—A list of questions and answers, all of which can be commonly asked in a specific context and which pertain to a particular topic. This format is often used on mailing lists and in other online forums, where common questions tend to be asked repeatedly.
  • Article—An independent piece of writing that provides information or evidence, or that serves as an official record.

Both types of document share the same structure, except for these fields:

FAQ Article
Document name Question Title
Short Summary (plain text) Summary
Document content (formatted text) Answer Description
Alternative names Alternative Questions Alternative Titles

Viewing a document

To view the contents of a document, double-click the document in the list view or select the document and click View:

Gkc-cms view document.png

The document will look something like this:

CMS wordCount estimatedReadingTime.PNG

Information about document word count and estimated reading time are found under the question title. The left side (with the agent icon) displays all information (both public + private) and shows the document word count and estimated reading time. The right side (with the customer icon) shows only the public document word count and estimated reading time.

Document history

While you are viewing a document content, you can click the History button:

CMS History01.PNG

Select a version to see its contents. A history drop-down menu shows which version you are looking at:

CMS History02.PNG

Each line in the history drop-down shows the following information about the version:

Gkc-cms document version menu item.png
  • Approval status (1)
  • How many days ago the version was created (2)
  • Publication status. (3) The published version is indicated by an agent icon on the right.

Document version rollback

Important
This functionality is available starting with the 9.0.001.xx release of the product.
GK VersionRollback 01.png
From the document view mode click the History button.
GK VersionRollback 02.png
The Rollback button is now displayed immediately to the right of the history drop-down menu.
GK VersionRollback 03.png
Select a historical version from the history drop-down menu.
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The Rollback button is enabled after a historical version of the document is selected. Click the Rollback button.
GK VersionRollback 05.png
The new historical version of the document is created, which is a copy of the source version.

A notification is displayed which states that the current version of the document is a rollback version and provides a link to the source version of the current document's revision.

Comparing document versions

While editing a document you can compare the current version with any other version by clicking Compare:

Gkc-cms compare versions.png

Select the desired language and version from the drop-down lists that appear.

This mode is helpful when you want to:

  • Compare the current version with a previous version
  • Copy content from a previous version
  • Localize a document from one language to another

Compare mode displays the older version and the current version side by side:

GKC Compare01 0917.png

Click the Copy button (1) near a field to copy its value from the older version to the current one.

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This page was last modified on November 2, 2018, at 10:39.