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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 Publishing 09 012019.png

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

GKC Working02 0917.png

Filtering list of documents

From the list of documents you can:

  • filter out the list of documents by content:
    GKC Filter Doc 01 012019.png
  • filter out the list of documents by category:
    GKC Filter Doc 02 012019.png
  • filter out the list of documents by type and used template (from 9.004.xx version):
    GKC Filter Doc 03 012019.png
  • filter out the list of documents by current status:
    GKC Filter Doc 04b 012019.png
  • sort the template list by:
    • document name
    • modification date

The final 2 columns display:

  • A notification about whether or not the document includes translation on current language
  • A notification about errors in the document (for example, the document has not attached a category)

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.
GKC CreatingADocument01 032019.png
*Optional

Enter values in Alternative Question and Tags fields by typing in a value and then pressing "Enter" to create the new entity.

GKC CreatingADocument02 032019.png
*Optional

Add an Attachment.

GKC CreatingADocument03 032019.png
*Optional

Set Start and Expiration dates.

  • Start date indicates that the document will be not published to Knowledge Server before this date, even if it has been approved
  • Expiration date indicates that the document will be not available in Knowledge Server after this date, even if it has been published. The expired document will also not be published to Knowledge Server, even if it has been approved.
  • Servers use these dates assuming that they are in Greenwich Mean Time (GMT). For example, if your local timezone is GMT+8, these dates will take effect eight hours later.
GKC CreatingADocument04 032019.png
*Optional

Add a list of media channels if this document provides data to a conversation via specific media (like chat, for example).

Gkc-cms save and close document.png
Click Save & Close or select one of the other options in the Save & Close button's drop-down menu.
GKC Creating01 042019.png
*Optional

Add a link to any document in any knowledge base:

  1. Select text (if nothing is selected, the CMS automatically adds the title of the chosen linked document as text).
  2. Click Insert local link.
  3. In the next window, select the knowledge base and language (your current knowledge base and language are selected by default), and begin typing a key word in the Search documents field to start a query.
  4. Query results are displayed with a list of document titles that match the query.
  5. Select a document and click Insert.
  6. A link to this document is added to your text.


Important notes:

  • A link can only be removed by deleting the text with link or deleting the link's code using Source mode (raw HTML).
  • A document with a link can only be published after the linked document is published.
  • If the document being linked to has been deleted, you will see a notification that the link is broken.
  • A document with a broken link cannot be published. You must fix or remove any broken link(s) from the document in order to publish that document.
  • If a document with a link was previously published, it will automatically be unpublished when the linked document is deleted from the Knowledge Center Server.

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, 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

  • Custom Variable names can consist only of Latin characters and numbers (A–Z, a–z, 0–9) plus underscore ( _ ).
  • 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, Custom Variables, Training Data Objects—64 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—

GKC Translate 0518 001.png
Select a document to translate to the current language.
GKC Translate 0518 002.png
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)

GKC Translate 0518 003.png
Click the arrow next to the Translate button in the toolbar and choose Translate (no source) from the menu.
GKC Translate01 0917.png
Enter values for the mandatory fields (marked by the red star), as well as any other fields you have data for.
GKC Temp 04.png
Click Save & Close or select one of the other options in the Save & Close menu.

Translate (with source)

GKC Translate 0518 005.png
Click the arrow next to the Translate button in the toolbar and choose Translate (with source) from the menu.
GKC Translate 0518 006.png
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.
GKC Translate 0518 007.png
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.
GKC Translate 0518 003.png
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.
GKC Translate 0518 010.png
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:

GKC History01 042019.png

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

GKC History02 042019.png
  • (1)Approval status (Draft, In Review, Approved, Published) '
  • (2) – How many days since the version was created

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.
GK VersionRollback 04.png
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.

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.
  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 deleting a document 011419.png
Important
If you delete the core version of a document (in other words a document created in the default language in a Knowledge Base), all translations and regional versions of this document are deleted. If you delete the translated version of a document and it has regional versions, all regional versions of this document are deleted.
Tip
If the deleted document was published to Knowledge Center Server it is deleted from the Server on the next manual or scheduled synchronization.
This page was last modified on July 9, 2019, at 09:22.

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