Knowledge Manager. Guide for Business Users. Version Oracle ATG One Main Street Cambridge, MA USA

Transcription

1 Knowledge Manager Version Guide for Business Users Oracle ATG One Main Street Cambridge, MA USA

2 Document Version Service KNOWBUSINESSv1 04/15/2011 Copyright Copyright 1997, 2011, Oracle and/or its affiliates. All rights reserved. This software and related documentation are provided under a license agreement containing restrictions on use and disclosure and are protected by intellectual property laws. Except as expressly permitted in your license agreement or allowed by law, you may not use, copy, reproduce, translate, broadcast, modify, license, transmit, distribute, exhibit, perform, publish, or display any part, in any form, or by any means. Reverse engineering, disassembly, or decompilation of this software, unless required by law for interoperability, is prohibited. The information contained herein is subject to change without notice and is not warranted to be error-free. If you find any errors, please report them to us in writing. If this software or related documentation is delivered to the U.S. Government or anyone licensing it on behalf of the U.S. Government, the following notice is applicable: U.S. GOVERNMENT RIGHTS Programs, software, databases, and related documentation and technical data delivered to U.S. Government customers are commercial computer software or commercial technical data pursuant to the applicable Federal Acquisition Regulation and agency-specific supplemental regulations. As such, the use, duplication, disclosure, modification, and adaptation shall be subject to the restrictions and license terms set forth in the applicable Government contract, and, to the extent applicable by the terms of the Government contract, the additional rights set forth in FAR , Commercial Computer Software License (December 2007). Oracle America, Inc., 500 Oracle Parkway, Redwood City, CA This software or hardware is developed for general use in a variety of information management applications. It is not developed or intended for use in any inherently dangerous applications, including applications that may create a risk of personal injury. If you use this software or hardware in dangerous applications, then you shall be responsible to take all appropriate fail-safe, backup, redundancy, and other measures to ensure its safe use. Oracle Corporation and its affiliates disclaim any liability for any damages caused by use of this software or hardware in dangerous applications. Oracle and Java are registered trademarks of Oracle and/or its affiliates. Other names may be trademarks of their respective owners. Intel and Intel Xeon are trademarks or registered trademarks of Intel Corporation. All SPARC trademarks are used under license and are trademarks or registered trademarks of SPARC International, Inc. AMD, Opteron, the AMD logo, and the AMD Opteron logo are trademarks or registered trademarks of Advanced Micro Devices. UNIX is a registered trademark licensed through X/Open Company, Ltd. This software or hardware and documentation may provide access to or information on content, products, and services from third parties. Oracle Corporation and its affiliates are not responsible for and expressly disclaim all warranties of any kind with respect to third-party content, products, and services. Oracle Corporation and its affiliates will not be responsible for any loss, costs, or damages incurred due to your access to or use of third-party content, products, or services. For information about Oracle s commitment to accessibility, visit the Oracle Accessibility Program website at Oracle customers have access to electronic support through My Oracle Support. For information, visit or visit if you are hearing impaired.

3 μ Contents 1 Introduction 1 Audience 1 Documentation Conventions 1 Related Documentation 1 Browser and Environment Requirements 2 2 ATG Knowledge Overview 3 Accessing ATG Knowledge 3 Browser Requirements 3 Configuring Firefox for the Service Center 3 Key Terms and Concepts 4 3 Using the Service Center 9 Headers 9 Logging Out 9 Global Context Area 10 Making Calls 10 Service Center Tabs 10 Main Content Pane 10 Utilities 11 Next Steps Panel 11 Helper Panels 11 Available Panels 11 4 Conducting Research 13 Searching for Content 13 Changing the Search Text 13 Solution Search Queries 14 Searching Files and Solutions 15 Viewing Results 18 Focusing Results by Topic 18 Viewing Answers 18 Previewing a Result 19 Browsing the Topic Tree 20 Working with a Solution in the View Document Pane 21 Solution Document Panel 21 iii Contents

4 μ ATG Knowledge Guide for Business Users Active Tasks Panel 23 Reviewing Solution History 24 Viewing Non-Solution Results 24 Copying Document Links 24 Printing Non-Solution Results 25 Research Next Steps 25 5 Contributing Solutions 27 Authoring Solutions 27 Solution Classes 28 Using the Editing Toolbar 31 Adding Statements 32 Adding Solution Links 33 Adding Attachment Links 33 Adding Images and Multimedia 33 Setting Statement Entitlement 34 Finding Matching Statements 34 Using Spell Check 35 Removing Text Formatting 35 Solution Properties 35 Adding Transaction Snippets Fields 37 Setting Task Assignment 37 Sending Solutions 38 Linking Documents 38 Composing Messages 39 Using the Research Split-Screen Utility 39 Using Quick Find 39 Finding Similar Content 40 Finding Duplicate Solutions 41 6 Reviewing Tasks 43 Solution Queue 43 Sorting and Filtering the Solution Queue 45 Working with Tasks 46 Viewing Solution Working Revisions 46 Claiming a Task 46 Reassigning a Task 46 Releasing a Task 47 Editing a Solution Working Revision 47 Viewing and Claiming Solution Tasks 47 Validating Links 48 Solution Review Queries 52 Solution Review Query Types 52 Creating a New Solution Review Query 53 iv Contents

5 μ 7 Using ATG Knowledge Reports 55 Overview of ATG Knowledge Reports 55 About Dashboard Reports 55 Accessing ATG Dashboard Reports 55 Running the Dashboard Reports 56 Permanently Setting the Date Range Parameter 56 Regenerating Dashboard Reports 59 Adding My Dashboard as a Portal Tab 60 Making My Dashboard Your Homepage 60 Available Solution Reports 61 Solution Totals 61 Solution Activity 62 Solution Use Counts 62 Use Count Breakdown 63 About User Reports 64 Session Activity Trends - Peak Concurrency 64 Agent Activity by Group 66 Agent Activity Summary 67 8 Using Helper Panels 69 Favorites 69 Adding Documents to the Favorites Panel 70 Hot Solutions 70 Recently Viewed 72 Recent Search Criteria 72 Actions in Recent Search Criteria 73 Recommended Reading 73 Accessing Recommended Reading 74 Creating Recommended Reading 74 Management Toolbox 75 Find by ID 75 Recent Tickets 75 Search Results 76 Right-Click Actions on Documents in Helper Panels 76 9 Setting Preferences 77 General Preferences 77 Password Settings 78 Default Log in Tab 78 Research Preferences 79 Contribute Preferences 80 Authoring Language 80 Default Solution Class 80 Default Owning Group 80 Hot Solutions Preferences 80 v Contents

6 μ ATG Knowledge Guide for Business Users Index 82 vi Contents

7 μ 1 Introduction This guide is designed to help business users understand the basic concepts of ATG Knowledge. It provides information on how to use the Knowledge browser-based user interface. For information on setting up and customizing ATG Knowledge, see the ATG Knowledge Configuration Guide. Audience This guide is designed to help business users and managers understand and work with ATG Knowledge using the Service Center user interface. Documentation Conventions The following conventions are used in this manual: Home Directories <ATG10dir> the directory where you installed ATG For example, the default location for UNIX installations is C:/ATG/ATG Menu Navigation The > (greater than) symbol indicates menu choices. For example, File > Save means you should select the Save option on the File menu. Related Documentation ATG Knowledge can be used with the other ATG Service Applications: ATG Self Service, and ATG Commerce Service Center. In addition, ATG Knowledge relies on the ATG Ticketing framework. For information on features provided by these other applications, see the following related documentation: 1 - Introduction 1

8 μ ATG Knowledge Guide for Business Users Guide Title ATG Ticketing Guide for Business Users ATG Commerce Service Center User Guide Description Helps business users understand and work with ATG Ticketing and the Service Center user interface. Describes how to perform typical tasks such as creating and managing tickets, creating and managing customer profiles, and working with ticket task assignments. Designed to help business users and administrators understand and work with the ATG Commerce Service Center Web application to create and manage organization and customer profiles, create and manage orders, and process returns and exchanges. Browser and Environment Requirements For information about the supported browsers, environments, and configurations, see Ensure that cookies have been enabled on your browser Introduction

9 μ 2 ATG Knowledge Overview ATG Knowledge is a problem resolution and knowledge management solution that enables agents to find content, capture the customer issue, and trigger authoring and publication when a content gap exists. ATG Knowledge is used both in call centers and help desks. ATG Knowledge uses the ATG Ticketing framework, which provides you with the ability to record and track customer- and transaction-driven inquiries and events received through call center, order placement, and similar applications. For detailed information on ATG Ticketing, see the ATG Ticketing Guide for Business Users. Accessing ATG Knowledge Your site administrator should provide you with a user name and password and a URL for accessing the Service Center: The hostname is the name of the machine Service Center is running on. The port is the port number that your application server uses to listen for requests; see the installation guide for your application server. Browser Requirements You can access the Service Center using any of the supported browsers listed on the ATG Web site: Your browser must be configured to accept cookies and enable scripting. Configuring Firefox for the Service Center To use the Cut, Copy, and Paste functions in the Editing Toolbar when authoring solutions or s, or to use the Copy Solution by ID function, you must modify your browser preferences in Firefox. For an example see ATG Knowledge Overview 3

10 μ ATG Knowledge Guide for Business Users Key Terms and Concepts The following list describes key terms and concepts for ATG Knowledge. Audience You can use audiences to specify which users can view solutions and their content. Internal Audience A Knowledge Internal Audience is used to set viewing security on solutions, fields, and field values. Internal Audiences are created by an application administrator using Profile Groups in the ACC. External Audience A Knowledge External Audience is used to set viewing security on solutions, fields, and field values for ATG Self Service users. External Audiences are created by an application administrator using Content or Profile Groups in the ACC. An example of an External Audience is All males over the age of 30. Disabled Solution A disabled solution has been taken out of circulation in the knowledge base. It is flagged disabled and is no longer returned on searches, but it is not deleted from the knowledge base. You can disable solutions when they become irrelevant or obsolete. When View Disabled Solutions access right has been set to Granted, the following occurs: Search by Solution ID returns the disabled solution Regular searches include the disabled solution in the search result Advanced searches include Status = In Disable and include the disabled solution in the search result Solutions that are in the In Recommend Delete status are controlled by the View Disabled Solution state. When View Disabled Solutions access right is set to Denied, the following occurs: Search by Solution ID does not return the disabled solution. The Message box indicates that there is no solution or the user has incorrect rights to view the solution Regular searches do not include the disabled solution in the search result Advanced searches include Status = In Disable and include the disabled solution in the search result Documents In ATG Knowledge, documents consist of solutions or files. Solutions (see below) are structured content, with statement fields and properties conforming to predefined configurations. Each configuration of statement field and properties is called a solution class (see below). Files are unstructured content, with no statement fields, and can consist of PDF, HTML, plain text, or other types of files ATG Knowledge Overview

11 μ Documents can be linked with tickets (see below) so that they can be sent out as part of a response. Template An template provides a basis from which agents can create responses to customers or other agents. Linking Documents Linking a document associates it with a ticket so that it can be included as part of a response. Owning Group An owning group is a set of ATG Knowledge users with a similar business purpose. Owning groups are used to control security on creating, modifying, and viewing solutions. Proposed Solution Proposed solutions are created by agents who don t have full authoring rights. Proposed solutions are created in the Contribute Panel, but proceed through a different workflow than new solutions created by someone with authoring rights. Solutions Solutions are answers, suggestions, workarounds, or responses to queries, incidents, or problems. Solutions are structured content defined by solution classes. Solutions are indexed by ATG Search so that you can find them easily and browse them in the topic tree. You can also publish solutions from ATG Knowledge to ATG Self Service. Solution Class A solution class defines the type of content for a set of solutions in the knowledge base. Solution classes contain different statement fields and properties as defined by your application administrator. See Solution Classes for more information. Solution Content and Solution Properties Solution content includes all of the statement fields associated with a solution. For example, a solution of class Break-Fix includes Goal, Symptom, and Fix statement fields. Solution content appears in the Solution Document pane when viewing a solution in the Research tab, and is generally published to ATG Self Service (although each statement field has its own security settings). All other solution attributes are known as solution properties; they are not published externally, but they do appear in the Solution Properties pane of the Research tab. For example, a solution s Version, Topics, and Owning Group attributes are considered properties. Statement Field Statement fields are used to enter content (text, HTML, links, tables, etc) into a solution. Each statement may contain numerous statement fields. Statement fields are considered part of the solution content. 2 - ATG Knowledge Overview 5

12 μ ATG Knowledge Guide for Business Users Suggestions Suggesting a change to a solution allows an agent to make a quick suggestion for an edit on a solution, without having to do a full proposal. Suggested changes are submitted via a Task Note in the Research tab and follow the Suggest Change workflow. Task Notes Task notes provide a way for you to enter information related to the solution-related task you are performing. A task note can be added when reassigning a task or when submitting a task through a workflow. Task notes are recorded in the Solution History. Tickets Each ticket represents a customer issue. Tickets are also sometimes referred to as cases, issues, or incidents. See the ATG Ticketing Guide for Business Users for more information. Topic Topics are used to categorize content within the knowledge base. Topics are defined by your ATG Search administrator based on your organizational and customer business needs. Topics are structured in a hierarchical Topic Tree. Topic Tree A topic tree is a hierarchical organization of all topics in the Knowledge base. Topic trees are used to facilitate browsing in ATG Knowledge of all documents and to help you find solutions. The same topic tree is used on ATG Self Service to help end users on external sites browse content Workflow A workflow defines the status of an ATG Knowledge solution, such as whether a solution is in draft, needs review, or is published. Workflows contain two or more states and are controlled by your application administrator. In ATG Knowledge, workflow steps appear in the Next Steps panel of each tab. Everyone Internal A segment that specifies the broadest group of internal users, meaning no restrictions based on role. ATG Knowledge uses this segment for the statement-level security settings. Everyone External A segment that specifies the broadest group of external users. Everyone Self Service refers to end customers who can access an ATG Self Service site. ATG Knowledge uses this segment for the statementlevel security setting. Similar Content Similar content may contain solutions or any other type of unstructured content. This is essentially what happens when an agent searches in the Find tab. When searching for similar content, the search is performed by concatenating the statements together. Agents may search for Similar Content when creating a new solution to see what already exists ATG Knowledge Overview

13 μ Duplicate Solution A Duplicate Solution is a solution which is closely matches another solution. The structured query search is performed to try to find similar statements rather than the best answer (as when searching for similar content). Agents with authoring rights may search for Duplicate Solutions using the Research screen while working in the Solution Authoring Panel. ATG Knowledge Content (Structured Content, Native Content) refers to Solutions. Intended to replace the term structured content Unstructured Content (Non-native Content) refers to content not authored within the Wisdom application. Examples include Word documents or PDF files. Intended to replace the term unstructured content Working Revision Adding a task to a specific version of a solution creates a working revision of the original solution. Working revisions are added to the review / editing workflow. 2 - ATG Knowledge Overview 7

14 μ ATG Knowledge Guide for Business Users ATG Knowledge Overview

15 μ 3 Using the Service Center ATG Knowledge is accessed in the Service Center interface. Other applications that use ATG Service Center include: ATG Self Service ATG Commerce Service Center If you have more than one of these applications installed, the visual elements shown in Service Center may change. This guide covers only ATG Knowledge elements. Headers The header of the user interface shows your log-in name and provides links to User Preferences and the Logout screen. Logging Out Select Cancel to return to ATG Knowledge or select Log out to return to the log in screen. 3 - Using the Service Center 9

16 μ ATG Knowledge Guide for Business Users Global Context Area The Global Context Area of the screen identifies the active ticket, including the order number and the customer name. Making Calls Use the Global Context Area to access the Start and End Call buttons. When you initiate a call with a customer, press the Start Call button. To end the call, click the End Call or End Current Call/Start New Call button. Service Center Tabs Several work tabs appear underneath the Service Center header and the global context area. ATG Knowledge can include the following tabs, depending on your access rights: Tab Customer Task Contribute Tickets Respond Research Description Use the Customers tab to work with customer profiles. A customer profile is a summary of a customer s login and address information. It also includes information about activity that occurred with the customer in the form of ticket history. The Tasks tab contains a list of the tasks that have been assigned to you. Use the task tab to work on your tickets. The Contribute tab is where you create and edit solutions. The Ticketing task area provides you with the ability to track customer and agent activities. Most of the tasks initiated in this area launch the Ticketing UI, which provides tools for viewing, editing, and managing tickets. The Ticketing UI is described in the ATG Ticketing Guide for Business Users. The Respond tab allows you to communicate with others. The Research tab allows you to search for and browse documents. Main Content Pane The main content pane changes depending on the tab context. For example, in the Research tab, the Find Answers pane is displayed; in the Contribute tab, the Authoring pane is displayed Using the Service Center

17 μ Note: The Global Context area is always displayed in the Service Center as the top panel on each page, showing the ticket, and customer information. Utilities Next to the main content pane, the Utilities pane is displayed. This pane contains: Next Steps panel Helper Panels to which you have access Available Panels list that allow you to control the display of panels in this pane You can minimize the entire Utilities pane by clicking the arrow icon in its left upper corner. The minimized Utilities pane appears as a green vertical bar on the right side of the Service Center window. To return the pane to its original size, click this bar. Next Steps Panel The Next Steps panel displays the actions you can perform right now. The actions displayed depend on two things: the context of the main content pane and your access rights. For example, if you are viewing a solution in the Research tab, available next steps might include Save as New Solution and Add to Favorites. This panel is always displayed within the Utilities pane and cannot be closed or minimized, except by minimizing the entire Utilities pane. Helper Panels There are a number of available helper panels. Your access rights control which Helper Panels you see. For more information on helper panels, see Using Helper Panels. You can minimize a helper panel by clicking the Minimize icon at the top of the panel. To return the panel to its original size, click the Minimize icon again. To remove a helper panel from the Utilities pane, click the Close icon at the top of the panel. Closed helper panels are listed in the Available Panels list. To open a closed helper panel, click its name under Available Panels. Available Panels You can manage your Service Center workspace by closing unnecessary panels in the Utilities pane. Available Panels displays a list of all the helper panels that you have closed. You can click any panel listed in Available Panels to re-open it in the Utilities pane. You cannot close Available Panels, but you can minimize a panel by clicking its Minimize icon. 3 - Using the Service Center 11

18 μ ATG Knowledge Guide for Business Users Using the Service Center

19 μ 4 Conducting Research Use the Research tab to find content to help your customers. You can look for content by browsing, or by searching, which includes advanced options. The Research tab displays one of the following content panes, depending on context: The Find Answers pane lets you search, browse, and view results. It contains the Search/Browse panel, where you look for content to help your customer, and the Results panel, where the results are displayed in a list. The View Document pane displays a read-only version of a solution in the Solution Document panels, plus a list of active tasks, linked tickets, and solution history, all in separate panels. Searching for Content Enter your search text in the Question or Problem Description text area to start your search. Once you have entered text: Press Enter or click Find to submit the search Click the + icon to add another search term Click the icon to remove an existing search term Changing the Search Text Once your search has been submitted, the text you entered is displayed in the Information Provided So Far area. You can add or remove search text to refine your search using the +/- icons. Note: By default, searches are performed with an OR between each statement provided. 1. Click the green checkmark next to any search text to remove that search text from your search criteria without removing the search text from the screen. 2. Click the empty checkbox next to a term to add the search text back to the search criteria. 3. Click Find to run the search with the modified search text. 4. You can add a search term and re-submit the search by typing a new search text into the Question or Problem description box and clicking Find, or clicking the + icon to add additional search text. 4 - Conducting Research 13

20 μ ATG Knowledge Guide for Business Users 5. Remove a search text and re-submit the search by clicking the icon next to any current search text. Solution Search Queries ATG Knowledge allows you to create your own Solution Queries using the Advanced Search options. Solution Queries are used when searching for solutions to link to tickets and are restricted to searching within solutions. To search non-solution files or documents, you must use the Search Files or Solutions radio button in Advanced Options. For more information on searching non-solution files, see Searching Files and Solutions. You can save any query as a Favorite Query and run it again later. Queries can be personal (available only to you) or public (available to other agents). To create a new Favorite Query, click on the Build Solution Search Query link under the Advanced Search Options Search/Browse panel. The Solution Query Builder will open as a new page, with options to create, save, and run the query. Building a Query Use the Solution Query Builder to create customized queries such as: Ad Hoc Solution Query queries that will not be saved Personal Solution Queries queries created by, owned by, and visible only to you Public Solution Queries queries available to agents who have access to public solutions To create a customized query, complete the following steps: 1. Select the Build Solution Search Query link. 2. From the Search Query screen, enter the groups and organizations to which the query will be available. 3. Using the General Constraints panel, enter the criteria for the query. Use the pull down menu for the constraint and select the information you want to add to the query. For example, to create a query that displays all externally published solutions that contain information about bicycles that were not made in Sweden; you would set the following General Constraints: Conducting Research

21 μ Set the Status constraint to Published External to see solutions that have been published externally. Use the Keyword constraint to add the word bicycle to the search the solutions for any reference to bicycles. Add Sweden to the Not In Keyword constraint to remove any solution that contains information about bicycles and the word Sweden. Note: When you use the Language Constraint, the query will override your default browse language, which is listed next to the Language Constraint. To display solutions in all languages, use the All Language option. Saving a Query 1. Use the Save as New link to save the Query. 2. Enter a Query name and a Description of the Query. The Query can be saved as a Solution Query, which is available to the users you specified in the Query using the Research tab. Or you can save the Query as a Solution Review Query, which is available to users in the Tasks tab. Searching Files and Solutions You can use the Search Files and Solutions section of Advanced Options to specify ad hoc criteria that constrain your search to certain files or solutions. Content Sets Use the Content Sets controls on the Research tab to limit the sources that ATG Knowledge will search when you enter a query. A content set is a group of related information resources that ATG Search performs searches on as a unit. By default, the search function on the Research tab will search all the content sets that are configured for your ATG Knowledge installation. The content sets that are configured for your ATG Knowledge installation are based on the logical divisions of information that are available in it. See information about adding content sets to a search project in the ATG Search Administration Guide. To limit a search to specific content sets: 1. Click the Add Content Sets link in the Advanced Options section of the Research tab. 2. Click the contents sets that you want to include in the Select Content Sets dialog. Click Save. 3. Make any other search configurations you need and perform the search. To remove a content set from your search query, click the icon next to the name of the content set. The icon is shown in the following diagram. You can also leave the content sets you have selected in place and remove the entire Content Sets restriction from the search function by deselecting the box at the left of the Content Sets section of the screen. 4 - Conducting Research 15

22 μ ATG Knowledge Guide for Business Users Click the icon to remove a content set. Keywords You can use this setting to include or exclude words from your search. You can specify that the following results will: include all of a certain group of words include at least one of a certain group of words contain none of a certain group of words contain wild cards, using the * (asterisk) key, allowing you to specify similar information. For example, entering *day would include all keywords the ended in the word day, such as Monday, Tuesday, Wednesday, etc. Using the wildcard night* would include all keywords that started with night, such as nightmare, nighttime, nightfall, etc. Topic Constraints You can select topics from the Topic Tree to narrow your search. You can specify in the dropdown list that: results must be in at least one of the selected topics results must be in all of the selected topics Formats You can constrain your search so that only certain types of documents are returned. You can search by: File type Conducting Research

23 μ Solution Class Your application administrator determines what kind of file types and solution classes you can specify. For example, you may be able to search only for HTML documents or Break-Fix solution classes. Creation Date The Creation Date and constraint allows you to look for documents by when the date they were created. You can look for documents that were created between the current date and a certain time period, such as the past month, or within a certain date range. Constraining by Recent Time Period To search for documents that were created up until the current date, select In the Past and a specific range from the drop-down list. Constraining by any Date Range You can enter a specific date range for when documents were created. You can either type a date into the date field or use the calendar to select a date. If you enter a From Date, and leave the To Date blank, the results will return all solutions created after that date. Likewise, if you enter a To Date, and leave the From Date blank, the results will return all solutions created before that date. Last Modified Date The Last Modified Date constraint allows you to look for documents by when they were last edited or changed. You can look for documents that were modified between the current date and a certain time period, such as the past month, or within a certain date range. Constraining by Recent Time Period To search for documents that were modified up until the current date, select In the Past and a specific range from the drop-down list. Constraining by any Date Range You can enter a specific date range for when documents were modified. You can either type a date into the date field or use the calendar to select a date. 4 - Conducting Research 17

24 μ ATG Knowledge Guide for Business Users If you enter a From Date, and leave the To Date blank, the results will return all solutions modified after that date. Likewise, if you enter a To Date, and leave the From Date blank, the results will return all solutions modified before that date. Search Language You can select the language in which your search will be submitted. The search engine will use that language to interpret any natural language text you enter in the Question or Problem Description text box. To specify a Search Language, select the check box for Search Language and select a language from the drop-down list. Result Language You can specify that the search engine only return results written in a certain language. To specify a Result Language, select the check box for Result Language and select a language from the drop-down list. Viewing Results The documents that are returned after you submit a search are displayed in the Results panel below the Search/Browse panel. Focusing Results by Topic If the results are obtained by more than one topic, the topic tree is displayed above the list of results, allowing you to select any topic to narrow your focus. Viewing Answers Depending on the settings on your Preferences page, answers can be displayed individually or grouped by document. The answers that are provided are dynamic. They are extracted from the text of the document that appears to be most relevant to your search criteria. Each result displays on the top line: an icon indicating the document type Conducting Research

25 μ the document title the answer s rating in a percentage bar The answer is displayed underneath the title. For solutions, these attributes appear below the answer: Preview link Solution class Last modified date Status in workflow Use count For documents, these attributes appear below the answer: Preview link Document type Last modified date Document size Previewing a Result You can preview any answer by clicking on the Preview link below it. This displays the solution content inline within the results list. No solution properties are displayed. 4 - Conducting Research 19

26 μ ATG Knowledge Guide for Business Users Browsing the Topic Tree In the Browse section of the Research tab, you can navigate the content hierarchy topic tree to find results. If more than one language has been configured, you can select a language in which to display the contents of the topic tree. Results from browsing are displayed in a similar manner to search results, except that they do not have a relevancy score, and thus cannot be sorted by that attribute Conducting Research

27 μ Working with a Solution in the View Document Pane The View Document pane displays information about a single solution and lets you work with the solution and its tasks. There are two ways to view a solution in the View Document pane: Click a solution in a query or browse results list. Click the title of a solution in the Solution Queue on the Tasks tab. Note: Depending on your user permissions, you may be able to see disabled solutions. Solution Document Panel The Solution Document panel displays a read-only version of the solution. The panel allows you to perform the following: Copy the solution ID Merging Solutions by ID Print the solution Perform any Next Steps available for this solution Copying Solution ID Clicking the Copy Solution ID link copies the ID number of the currently displayed solution to the clipboard. You can then paste that solution ID in some other text by right-clicking and selecting Paste or entering CTRL+V. Merging Solutions by ID Merging solutions copies a solution you select with the current solution. When you merge solutions, keep the following in mind: You can only merge solutions of the same solution class. You cannot merge a solution with pending tasks (for example, a solution that is still in Content Review) with the current solution. If, however, the current solution has pending tasks, you can merge a published solution (that is, a solution with no pending tasks) with the current solution. To merge solutions by id: 1. Select the Merge Solution by ID icon. 2. Enter the ID of a second solution to merge into the current solution. The second solution is not deleted until the merged solution has been published, and may still appear in the Service Center. 4 - Conducting Research 21

28 μ ATG Knowledge Guide for Business Users 3. You are then presented with content from both solutions. Choose the base solution and which content you want to preserve from each solution. Printing 4. When you have finishing selecting your content, choose Merge or Cancel from the Next Steps panel. 5. If you choose Merge, the system displays the Contribute tab with your merged solution shown in the Authoring pane. 6. You can then choose from several options in the Next Steps pane, such as Save, Create New Solution, or Discard. Clicking the Print link opens the solution in a separate browser window and initiates your browser s print dialog box Conducting Research

29 μ Active Tasks Panel You can use the Solutions Task panel to work with tasks associated with the solution displayed in the Solution Document Panel. If the solution has no active tasks, you can: Suggest changes to the solution Recommend that the solution be disabled If the solution has active tasks and you have the appropriate role/permissions, you can add a new task or perform the following for each active task: View or add task notes Edit the solution working revision Release ownership of the task Viewing and Adding Task Notes The Task Notes column displays the first 40 characters of the latest task note associated with this task. To see an entire task note, hold the mouse curser over the portion of the note that appears in the list. To add a new task note: 1. Click the Add Note link at the top of the Active Tasks panel. The Add Note dialog box appears. 2. Type or paste a note. The note can be up to 1,024 characters long. 3. Click OK. Reassigning a Task If you have the appropriate role/permissions the Reassign link appears in the Active Tasks toolbar. Make sure you have saved any changes you made to the solution before you reassign a task, as unsaved changes will be lost once the task is reassigned. 1. Click the Reassign link at the top of the Active Tasks list. A confirmation message appears. 2. If you have saved your changes to the solution, click OK. The Reassign Task dialog box appears. 3. Assign the task to a different user and add a note for them, then click OK. Releasing a Task If you own a task, the Release link appears in the Active Tasks toolbar. Releasing a task marks it as unassigned. Make sure you have saved any changes you made to the solution before you release a task, as unsaved changes will be lost once the task is marked as unassigned. 1. Click the Release link at the top of the Active Tasks list. A confirmation message appears. 2. If you have saved your changes to the solution, click OK. 4 - Conducting Research 23

30 μ ATG Knowledge Guide for Business Users Editing a Solution Working Revision If you own a task, an Edit link appears in the Action column for the task. 1. On the Tasks tab, filter and/or sort the Solution Queue. For more information, see Sorting and Filtering the Solution Queue. 2. Click the Edit link. The Contribute tab opens, displaying an editable version of the working revision. For more information about viewing and working with a solution on the Contribute Tab, see Contributing Solutions. Reviewing Solution History The Solution History panel displays read-only information to the solution s activity in the past. Note: You can select Version 1 to see a read-only copy of the selected version. Viewing Non-Solution Results Results other than solutions are displayed in the File Document pane with the following information: File name Format Size Created date Last Modified date Some files may be shown embedded within your browser. For example, if you have a PDF plug-in, you can view PDF files within ATG Knowledge. Copying Document Links Selecting the Copy Document Link icon copies the URL of the displayed document to the clipboard. You can then paste the URL elsewhere by right-clicking and selecting Paste or entering CTRL+V Conducting Research

31 μ Printing Non-Solution Results Clicking the Print icon opens the solution in a separate browser window and initiates your browser s print dialog box. Research Next Steps The actions that appear in your Next Steps panel on the Research tab depend on: your role and the access you have to certain features your recent activities what is displayed in the main content pane Possible next steps for Research include: Modify this Solution Delete this Solution Copy Solution Save as New Solution Create Blank Solution Create Solution from this Document Create Solution from this Session Add to Recommended Reading Add to Favorites Add to Suggestion View Current Version 4 - Conducting Research 25

32 μ ATG Knowledge Guide for Business Users Conducting Research

33 μ 5 Contributing Solutions The Contribute tab allows you to author content to be indexed, searched, and viewed on ATG Knowledge and ATG Self Service Authoring Solutions To author a solution: 1. Open the Contribute tab in the Service Center application. 2. Select a preconfigured Solution Class from the dropdown list. Solution classes are preconfigured by your administrator. 3. Click the Change button to display the template for the selected solution class. 4. If more than one language has been configured, you can also select a Language for the solution. 5. Each solution class contains fields for you to fill out. Enter information into each field. 5 - Contributing Solutions 27

34 μ ATG Knowledge Guide for Business Users 6. After the solution content is complete, use the options in the editing toolbar to check spelling, adjust formatting, or preview the solution. See Using the Editing Toolbar. Solution Classes ATG Knowledge includes three preconfigured solution classes. Your application administrator may create additional solution classes. You use solution classes as templates to build content to be displayed in ATG Knowledge and on your customer-facing ATG Self Service implementation. Solution classes include preconfigured fields that you fill in as required when authoring content. Break-Fix The Break-Fix solution class is often used in a technical support setting. Its fields include statements for describing symptoms and fixes, among others Contributing Solutions

35 μ Break-Fix includes the following statement fields, all of which can contain multiple values. These fields are not required. Field Display Name Field Type Indexing Goal Statement Searchable Fact Statement Searchable Symptom Statement Searchable Change Statement Searchable Cause Statement Searchable Fix Statement Searchable 5 - Contributing Solutions 29

36 μ ATG Knowledge Guide for Business Users Field Display Name Field Type Indexing Note Statement None Question-Answer This solution class represents question and answer articles, including the Question-Answer articles that were supported in ATG Adaptive Customer Assistance. Question-Answer includes the following statement fields. Field Display Name Field Type Indexing Question Statement Searchable Answer Statement Searchable Note Statement None FAQ FAQ solutions are displayed and searched differently than other solutions in ATG Self Service Contributing Solutions

37 μ Note: If no information is added in the Question or Answer section of a FAQ, you will find a question and answer solution that has neither a question nor an answer. The FAQ solution class contains two statement fields, both of which are searchable: Field Display Name Field Type Indexing Question Statement Searchable Answer Statement Searchable Using the Editing Toolbar The editing toolbar appears near the top of the Contribute tab. Use the controls on the toolbar to format and configure solutions. The editing toolbar is always displayed on the Contribute tab. Individual controls on the toolbar become available when you activate a solution field that those controls operate on. Activate a solution field by clicking it. 5 - Contributing Solutions 31

38 μ ATG Knowledge Guide for Business Users Editing toolbar on the Contribute tab The Service Center incorporates a commercially-available editing component in the Contribute tab toolbar. This editing component provides common functions such as text formatting, alignment, copying, and pasting. See information about the controls provided by the editing component at Not all the controls described in the editing component documentation have been included in the Contribute tab toolbar. The Contribute tab toolbar also includes specialized controls for ATG Knowledge solutions. These specialized controls are explained in the following sections of this document. Note: The ways that you can apply and update text formatting depend on exactly what text you have selected. This includes the spaces around words. See information about applying and updating formatting in the documentation for the editing component at Adding Statements The Add Statement icon is displayed on the editing toolbar if the statement field is multi-valued. It allows you to add multiple statements for each field. You might want to do this when you want to show different information for different audiences in a field. When you are in the statement field, you select the Add Statement icon and another statement field is displayed. Some solution fields may contain more than one statement. Statements are the blocks of text that make up the questions, answers, facts, causes, and other components of a solution. If you can enter more than one statement in a solution field you will see buttons labeled with the plus sign (+) and minus sign (-) next to it. You can configure access settings for statements individually. Use this to include information for specific audiences in a solution. See Setting Statement Entitlement Contributing Solutions

39 μ To add a statement to a solution field, click the + button next to the statement that is above the space in which you want to add the new statement. To remove a statement from a solution field, click the - button next to it. Adding Solution Links Solution links create hypertext links from one solution to another solution. To create a solution link: 1. Find the solution you want to link to in the Research tab. You will need to know the ID of the solution to create the link. See Conducting Research. 2. Edit the solution that you want to link from. Click the Insert Solution Link icon on the editing toolbar. 3. Enter the ID of the solution in the Solution ID field of the Insert Solution Link dialog box. Enter the text of the link in the Display Text field. Click OK. Adding Attachment Links An attachment link is a hyperlink to a file that can be downloaded. If you include an attachment link in a solution, you must upload the corresponding file to the ATG Knowledge server. To add an attachment link to a solution: 1. Save the solution at least once. You cannot create an attachment link in a solution that has not been saved yet. 2. Place your cursor in the spot at which you want to create the link. 3. Click the Insert Attachment Link icon on the editing toolbar. 4. Choose the file that you want to attach in the File Location field of the Insert Attachment Link dialog box. Enter the text of the link in the Display Text field. Click OK. Adding Images and Multimedia You must use the toolbar to add images or other embedded multimedia. When you paste images that are embedded within applications, such as Microsoft Word, the images need to be added to the solution with 5 - Contributing Solutions 33

40 μ ATG Knowledge Guide for Business Users the Add Image button. Cutting and pasting an image into a solution field is unsupported and will result in an error. To add a Flash component to a solution, you must use the Add Flash button on the editing toolbar. Setting Statement Entitlement You can control whether individual statements will appear in a solution when it is published. By default, all statements in a solution are visible when that solution is published. Use statement entitlement to configure which audiences will see a statement. If you choose to limit the audience for a segment, you may limit it to specific user segments or to the internal users of the Service Center. You can limit a segment to both internal and external user segments. To set statement entitlement: 1. Place your cursor in the statement for which you want to set the statement entitlement. 2. Click the Set Statement Entitlement icon on the editing toolbar. 3. Choose the audience for the statement in the Set Statement Entitlement dialog. If you have configured external or internal user segments in your ATG Service installation choose the Select Audiences button to select the segments who will have access to the statement. If you have not configured user segments, the Select Audiences button will not be available in the Set Statement Entitlement dialog. Finding Matching Statements Matching Statements lets you find similar text or phrases for statements that you enter as part of a solution. This lets you ensure that your content is consistent across the knowledgebase. 1. After you have entered content into the statement field, click the Matching Statements icon on the editing toolbar. Statement text that is close to your statement is displayed in the order of the closest match; duplicate results are filtered out Contributing Solutions

41 μ 2. You can then select one statement from the list and click the OK button to replace the current contents of your statement with the checked statement. Using Spell Check To check solution spelling: 1. Click the spell check icon in the solution panel header. 2. The solution content is scanned for spelling errors. If a spelling error (or potential spelling error) is found, the word is displayed in red and with a dotted underline. You can then right-click on the word to display change options. 3. Select the change option for the word from the available list, or click Ignore to continue without changing the word. Click Ignore All to cancel the spell check. Removing Text Formatting To remove formatting from text in your solution: 1. Select the text from which you want to remove formatting. 2. Click the Remove Formatting icon to remove all formatting. Solution Properties Solution properties configure intrinsic information that defines a solution and controls the way it is made available. Solution properties are not displayed when a solution is published externally on ATG Self Service. You can define the following properties for the solution: topics owning groups internal audiences external audiences best bet (which determines if the solution is displayed in the special results list Best Bets on ATG Self Service) 5 - Contributing Solutions 35

42 μ ATG Knowledge Guide for Business Users Choosing an Owning Group Every solution in ATG Knowledge is associated with an owning group. Owning groups define the ATG Service users who have access to read and edit a solution. If you are assigned an organizational role for an organization that has been configured as an owning group, you are a member of that owning group. If your organization has configured more than one owning group you may need to choose one for the solution you are contributing. The owning groups that you can choose from are shown in the Owning Group section of the Contribute tab. The owning groups are divided into sections labeled My Groups and All Other Groups. You are a member of the owning groups listed in the My Groups section. You are not a member of the owning groups listed in the All Other Groups section. Your ATG Service installation may not be configured to display owning groups that you are not a member of. You may be able to choose a default owning group that will be applied to each new solution that you create. See instructions for configuring a default owning group in Contribute Preferences. Your ATG Service installation may not be configured to allow default owning groups. To choose an owning group for a solution: 1. Expand the Owning Group section of the Contribute tab by clicking the Owning Group link in the Properties section of that tab. 2. Click one of the owning groups displayed in the My Groups section. If you are not a member of the owning group you want to choose, expand the All Other Groups section by clicking on the All Other Groups link. Click one of the groups in that section. See information about adding an owning group to your ATG Service installation in the section Creating Owning Groups and Internal Audiences in the ATG Service Installation and Configuration Guide. Setting the External Audience Access The external audiences for a solution control who has access to it on an ATG Self Service site. See information about controlling solution access in the ATG Self Service Configuration Guide. To select the external audiences for a solution: 1. Click the External Audience label to expand the external audience controls. 2. Select one of the external audience options. Choose Select Audiences to expand the list of external user segments. You can select multiple external user segments Contributing Solutions

43 μ Adding Transaction Snippets Fields Some solution classes include fields called Transaction Snippets. A transaction snippet is a dynamic piece of content that you can insert into the solution. One example is a form to change the user s password. To add a transaction snippet: 1. Click the Insert Transaction Snippet icon above the transaction snippet statement. 2. Select a transaction snippet from the Insert Transaction Snippet dialog box. Click OK. Note: If you need to configure statement entitlement for a transaction snippet, click the Set Statement Entitlement icon above the statement. See Setting Statement Entitlement. Set Statement Entitlement icon for transaction snippet statements Setting Task Assignment You can assign the next task for the solution in the workflow to another user and add a task note for them to read. 5 - Contributing Solutions 37

44 μ ATG Knowledge Guide for Business Users Sending Solutions The Respond tab in ATG Knowledge provides you with the ability to send solutions via . You can send s to external parties, such as customers, or to other ATG Knowledge users. The main content pane of the Respond tab is the Respond pane, which contains the Linked Documents and Compose Message panels. Linking Documents The Linked Documents panel lists the solutions and other documents that have been associated with the ticket. If you want to insert a document into a ticket, you must first link the document to the ticket. Linked documents can then be inserted into that you compose as part of a ticket. You can only Insert Full Text for solutions that are published externally. To use the Insert Link button, ensure that the SiteURL and LandingPageURL options in Service Admin > Self Service > Global Settings have been set. Refer to the ATG Self Service Configuration Guide for further information. You can insert the following kinds of documents: Contributing Solutions

45 μ the full text to a solution a link to a solution a link to a non-solution document Composing Messages The Compose Message panel lets you create an outbound message through a combination of unrestricted text and predefined templates, attachments, and linked documents. Using the Research Split-Screen Utility You can use the Quick Find Utility to run a quick find, find similar content, or find duplicate solutions. Using Quick Find You can enter keywords to perform a search in Quick Find. 5 - Contributing Solutions 39

46 μ ATG Knowledge Guide for Business Users You can also enter a solution ID to open that solution directly in the Research split-screen. Finding Similar Content When you search for Similar Content, all content from the current solution is used as search criteria and the results, which can include both unstructured content and solutions, are displayed in the Research split-screen. Similar content search returns solutions and documents using similar text retrieval. The similar content search concatenates the text of all searchable fields and performs a query to find other solutions and documents with similar text. For additional information on similar content searches, refer to the ATG Search Query Reference Guide Contributing Solutions

47 μ Finding Duplicate Solutions You can search specifically for solutions of the same solution class that may be duplicates of the solution you are authoring. This search returns results by looking for weighted statements that match the content of your solution. When searching for duplicate solutions, Knowledge compares the statements in the solution that you re authoring against statements of solutions that exist in the knowledge base. Knowledge looks for statements from the same field. For example, symptoms listed in the symptom field are compared only against the symptom field of other solutions. Your administrator identifies the weight of Duplicate Solution searches. For information on defining Duplicate Solution weight, refer to the ATG Knowledge Configuration Guide. Duplicate solutions are found using a structured query. For additional information on structured query searches, refer to the ATG Search Query Reference Guide. 5 - Contributing Solutions 41

48 μ ATG Knowledge Guide for Business Users Contributing Solutions

49 μ 6 Reviewing Tasks Use the Tasks tab to find and view a list of tasks related to authoring, editing, or reviewing solutions. Solution Queue The Solution Queue displays a list of all active tasks that you have permission to view. Depending on your assigned role/permissions, you may be able to view certain tasks, even if you do not have permission to view the working revision of the solution with which they are associated. From the Solution Queue panel you can: View and sort a list of assigned and unassigned solutions Filter the solutions list by status, assigned owner, and owning group Select and view solutions and related solution tasks 6 - Reviewing Tasks 43

50 μ ATG Knowledge Guide for Business Users Claim, edit, or reassign a task The Solution Queue panel displays the following information for each task in the list: Solution Queue Column Solution ID Solution Title Status Group Task Notes Description Unique ID assigned to the solution associated with the task. Title of the solution associated with the task. If you have permission to view the working revision or the main solution associated with this task, the title appears as a link that you can click to view the solution in the Research tab. If you do not have the appropriate permissions, the title appears as text. Workflow status of the solution associated with the task. First 40 characters of the latest task note associated with this task. To see an entire task note, hold the mouse curser over the portion of the note that appears in the list. Assigned User Owner of this task. If you have permission to edit the task, the user name appears as a link that you can click to reassign the task. If you to not have the appropriate permissions, the user name appears as text. Date Date and time this working revision of the solution was created Reviewing Tasks

51 μ Solution Queue Column Action Description Actions you can take. The actions available here depend on your role/access: No action. If this task is not assigned to you and you do not have the appropriate access, this column is blank. Edit. If the task is assigned to you, you can click the Edit link to open a solution working revision for editing in the Contribute Tab. Release. If the task is assigned to you, you can click the Release link to mark the task unassigned. Claim. If the task is not assigned to you but you have the appropriate access, you can click the Claim link to claim the solution working revision and open it for editing n the Contribute tab. Sorting and Filtering the Solution Queue By default, when you click the Tasks tab, the Solution Queue displays the list of tasks sorted by task creation date, in ascending order (the oldest task at the top of the list). To sort the list in ascending order by any of the Solution Queue columns, click the column heading. To sort in descending order, click the heading again. Service Center saves the sort settings and sorts the list the same way the next time you navigate to the Tasks tab. Columns you can sort include ID, Status, Group, Assigned User, and Date. You can also filter the list to display only solution working revisions that meet criteria that you select. To filter the list, select filter options from the filter drop-down lists, and then click the Filter button. The Solutions Queue is updated to reflect filter selections. Tip: In addition to selecting an option from the Filter drop-down lists, you can use the auto complete feature to let Service Center suggest options. Type the first few letters of the option. As you type, the Service Center displays a list of suggestions that match what you ve typed so far. Click the suggestion you want to select. You can filter the Solutions Queue by: Group: Filters the Solution Queue by Owning Group. Note: If your role/permissions do not allow you to filter by Group, you won t see the Group control in the Solution Queue panel. View: Filters the Solution Queue by assigned task owner Selecting All displays all tasks. Selecting My Tasks displays only those tasks that are owned by the current user. These tasks include solutions currently being worked on as well as solutions that have been assigned or claimed from the Group task list. Selecting Unassigned Tasks displays only those tasks that are not currently assigned to the current user or to another owner. 6 - Reviewing Tasks 45

52 μ ATG Knowledge Guide for Business Users Status: Filters the Solution Queue by status. For more information about solution statuses, see About Workflows and Solution Status in ATG Knowledge Configuration Guide. Working with Tasks Once you ve filtered the Solution Queue to display the tasks that meet your criteria, you can: View solutions and related solution tasks Claim an unassigned task Reassign a task you own to someone else or mark it as unassigned Edit the working revision of a solution Verify links within a solution Viewing Solution Working Revisions If you have permission to view the working revision or the main solution associated with a task, the solution title appears as a link that you can click to view the solution in the Research tab. To view a solution working revision: 1. On the Tasks tab, filter and/or sort the Solution Queue. For more information, see Sorting and Filtering the Solution Queue. 2. Click the Solution Title. The Research tab opens, displaying a read-only version of the solution. Note: If you don t have permission to view the solution, the title appears as text, not a clickable link. Claiming a Task If you do not own a task and you have the appropriate role/permissions, a Claim link appears in the Action column for the task. 1. On the Tasks tab, filter and/or sort the Solution Queue. For more information, see Sorting and Filtering the Solution Queue. 2. Click the Claim link. The available Actions change to Edit and Release. Reassigning a Task If you have the appropriate role/permissions, the Assigned User appears as a link. 1. On the Tasks tab, filter and/or sort the Solution Queue. For more information, see Sorting and Filtering the Solution Queue. 2. Click the Assigned User. The Assign Task dialog box appears Reviewing Tasks

53 μ 3. Assign the task to a different user and add a note for them, then click OK Releasing a Task If you own a task, a Release link appears in the Action column for the task. Releasing a task marks it as unassigned. 1. On the Tasks tab, filter and/or sort the Solution Queue. For more information, see Sorting and Filtering the Solution Queue. 2. Click the Release link. The available Actions change to Edit and Release. Editing a Solution Working Revision If you own a task, an Edit link appears in the Action column for the task. 1. On the Tasks tab, filter and/or sort the Solution Queue. For more information, see Sorting and Filtering the Solution Queue. 2. Click the Edit link. The Contribute tab opens, displaying an editable version of the working revision. For more information about viewing and working with a solution on the Contribute Tab, see Contributing Solutions. Viewing and Claiming Solution Tasks To view and/or claim a solution task: 1. From the Tasks tab Solutions Queue, select a filter option(s) from the available filter drop-down lists, and then click View. The Solutions Queue is updated to reflect filter selections. Solutions Queue filter options include: Group View Status Note: You must have the appropriate role/rights assigned in order to filter by Group. 2. From the Solution Queue, click the title of the solution you would like to view or modify. The Research tab is displayed. 3. In the Active Tasks panel, you can view, modify, and claim the solution and related solution task notes. 6 - Reviewing Tasks 47

54 μ ATG Knowledge Guide for Business Users Note: You must have the appropriate role/rights assigned in order to modify the selected solution. 4. From the Contribute tab Next Steps panel, click a solution Next Step. Note: If you have the appropriate rights to approve and/or reject solutions, additional Next Step options may be available (such as Claim and Approve, and Claim and Reject). 5. Continue with Next Steps. Validating Links ATG Knowledge solutions may contain links to related resources such as other solutions or Web pages. ATG Knowledge checks these links to make sure the resources remain available. If a linked resource is unavailable, the solution that contains the link will appear in the link validation report in Service Center. You can open a solution for editing from the link validation report. Service Center will list each broken link at the top of the solution when it opens in the Contribute tab. See Link Validation Report, Repairing Broken Links, and Link Validation Information in the Contribute Tab. ATG Knowledge checks the links in all of your solutions one time each day by default. You can configure how often it will check the links. See information about configuring the link validation function in the ATG Service Installation and Configuration Guide. Link Validation Information in the Contribute Tab When you open a solution that contains a broken link, Service Center will list the broken links in the Contribute tab. See the message that lists the links below Reviewing Tasks

55 μ Link Validation Report The link validation report lists each broken link it finds along with information about the solution that contains it. To open the link validation report, choose the Link Validation tab from the Task tab in Service Center. The View and Broken In dropdown menus will filter the link validation report. Use the View drop down to show only links to other solutions or only links to Web resources. Use the Broken In drop down to show only links in externally available solutions or solutions only available to internal agents. The link validation report is shown in the figure below. See explanations of the report controls and contents in the tables that follow it. The following table explains the controls at the top of the link validation report. 6 - Reviewing Tasks 49

56 μ ATG Knowledge Guide for Business Users Report Control View Broken In Broken Links Report Generated Remove from List Explanation Use the View control to limit the broken links based on the type of resource they are intended to link to. Show only links to external Web resources or only links to other solutions in ATG Knowledge. Both types of links are shown by default. Use the Broken In control to limit the broken links based on whether they are published externally or only internally. Show only broken links in solutions that are available in ATG Self Service (External) or only links in solutions that are available in Service Center but not in ATG Self Service (Internal). Displays the total number of broken links in the report. Displays the date and time that ATG Knowledge checked the links in your solutions and compiled the current report. The Remove from List button will remove broken links from the current report. This function will only remove the links that you have selected from the report. Check the checkbox in the row for a link to remove it. Removing a broken list from the report affects only the current report. It does not remove or alter the solution itself. If the link is still broken when ATG Knowledge generates the report again, it will return to the list. The following table explains the columns in the link validation report. Report Column Solution Broken Link Broken In Explanation Displays the title of the solution that contains a broken link. Displays the solution or Web resource that the broken link is attempting to access. Indicates whether the solution that contains the broken link is published externally or not. Internal/External indicates that the solution is available externally in ATG Self Service. Internal indicates that the solution is only available in Service Center. Broken Since Edit Displays the date on which the broken link was first found by the link validation function. Click this link to open the solution in the Contribute tab. See Repairing Broken Links Reviewing Tasks

57 μ Report Column Checkbox Explanation Check this box to remove a broken link from the report. After you check the box, click the Remove from List button at the top of the report. Removing a broken list from the report affects only the current report. It does not remove or alter the solution itself. If the link is still broken when ATG Knowledge generates the report again, it will return to the list. Repairing Broken Links To open and repair a broken link: 1. Find the broken link in the link validation report. Use the filtering controls if needed. See Link Validation Report. 2. Click the edit link in the row for that link. 3. Correct the broken link when the solution is open in the Contribute tab. 4. Save and submit the revised solution for review. Note: the link validation function of ATG Knowledge only checks solutions that are deployed. If the link validation function runs before your revised solution is deployed, the solution will appear in the link validation report again. Removing Broken Links from the Report You can remove individual broken links from the link validation report. Removing a broken list from the report affects only the current report. It does not remove or alter the solution itself. If the link is still broken when ATG Knowledge generates the report again, it will return to the list. To remove a broken link from the link validation report. 1. Find the broken link in the link validation report. Use the filtering controls if needed. 2. Check the checkbox control in the row for that link. 3. Click the Remove from List button. 6 - Reviewing Tasks 51

58 μ ATG Knowledge Guide for Business Users Solution Review Queries Solution Review Queries allows you to run custom queries related to solutions. You can select one or more solutions and review and create new tasks directly from the task list. You can also search for solutions that do not have related tasks, and add those solutions to a new workflow. From the Solution Review Queries panel you can: Select from a list of available personal and public Solution Review Queries Run the selected query and view the list of resulting solutions Note: Solution Search Queries used in the Research tab are not available within the Tasks tab. Solution Review Query Types Solution Review Query types include: Ad Hoc Solution Review Query Only one exists per query type per user session. Personal Solution Review Queries Personal queries are queries created by, owned by, and visible to the current user only. Public Solution Review Queries Public queries have one or more groups (organizations) associated with them. The query is displayed in the user s public queries panel if the user is a member of one of those groups (or if the user is the owner of the public query). The Solution Review Queries panel includes: Solution Review Queries Item Solution Review Query Run Query (button) Build Solution Review Query Sort by Description Select a Solution Review Query from the drop-down list. Click to run the selected solution review query. Click Build Solution Review Query to open the Solution Review Query Builder to create a new solution review query. Select a sorting option from the Sort by drop-down list to sort query results Reviewing Tasks

59 μ Creating a New Solution Review Query To create a new solution review query: 1. From the Tasks tab Solution Review Queries panel, click the Build Solution Review Query link. The Review query Builder pane is displayed. 2. From the Review Query Builder pane, you can create a new query using the Query Builder. For more information on the Query Builder, see Conducting Research. 6 - Reviewing Tasks 53

60 μ ATG Knowledge Guide for Business Users Reviewing Tasks

61 μ 7 Using ATG Knowledge Reports This section describes the reports that are available for ATG Knowledge, including the parameters that you can specify for each report. For information on accessing the ATG Knowledge reports in the ATG Reporting Center, see the ATG Customer Intelligence Installation and Configuration Guide. Overview of ATG Knowledge Reports ATG Knowledge reports fall into three general categories: Dashboard reports include quickly accessible versions of the Agent Activity by Group and Use Count Breakdown reports (see below). Solution reports include information on how solutions are being viewed by your customer service agents and customers. Includes the Use Count, Use Count Breakdown, Solution Totals, and Solution Activity reports. User reports include information on what activities your customer service agents are performing, including SLA. Includes the Session Activity Trends - Peak Concurrency, Agent Activity by Group, and Agent Activity Summary reports. About Dashboard Reports By default, ATG Knowledge includes two dashboard reports, Agent Activity by Group and Use Count Breakdown, which are designed to be used in a Dashboard view. Accessing ATG Dashboard Reports By default, the ATG Knowledge Dashboard Reports are accessed in the ATG Reporting Center by navigating to Public Folders > ATG > Customer Care > Dashboards; there you will find the My Dashboard initial dashboard for ATG Knowledge Reports, which uses the reports in the Dashboard Reports folder. Click on My Dashboard to view the ATG Knowledge Dashboard Reports. 7 - Using ATG Knowledge Reports 55

62 μ ATG Knowledge Guide for Business Users Running the Dashboard Reports 1. When you first click on My Dashboard, you see two blank portlet panels with the following message: 2. Click the run button and choose to save the report to view it. 3. To run each report for the first time, click the arrow icon shown. You are prompted to fill in Date Range values for the report. The other parameters of the reports are preconfigured. Agent Activity by Group Dashboard Report The Agent Activity by Group dashboard report is based on the Agent Activity by Group user report (see Agent Activity by Group for more information on the source report). It is preconfigured to show all activity statistics for users in all organizations. Use Count Breakdown Dashboard Report The Use Count Breakdown dashboard report is based on the Use Count Breakdown solution report (see Use Count Breakdown for more information on the source report). It is preconfigured to show usage statistics for all solutions in all owning groups. Permanently Setting the Date Range Parameter Each ATG Reporting Center user can choose to set the Date Range parameter for each report so that it runs with the same setting every time My Dashboard is viewed. To permanently set the Date Range parameter: 1. In the left-hand Navigator panel, click the Set Properties icon next to the dashboard report you want to configure Using ATG Knowledge Reports

63 μ 2. In the pop-up window that appears, locate the Delivery: area. Click the Save the report radio button. 3. Scroll to the bottom of the window. Locate the Shortcut to section and click on the Source Properties link. 4. In the pop-up window that appears, click the Report tab. In the Prompt values: section, un-check the Prompt for values checkbox. Then click the Set link. Note: Not every Dashboard Report has parameters to set. If the Set link does not appear, that means the report you are configuring does not need you to supply any parameter values. 7 - Using ATG Knowledge Reports 57

64 μ ATG Knowledge Guide for Business Users 5. In the window that appears, choose the default Date Range value you want to use each time the dashboard report runs. Then click Finish. 6. In the Set Properties window, click OK. You are returned to the My Dashboard view. 7. Click the Refresh icon in the top-right to run the report in My Dashboard Using ATG Knowledge Reports

65 μ Regenerating Dashboard Reports To configure options for regenerating dashboard reports when you open My Dashboard: 1. Open My Dashboard. In the portlet panel for the dashboard report you are configuring, click the pencil icon in the top right to edit the properties of the portlet. 2. In the Report options area of the window that appears, locate the Portlet action: section. 3. Choose one of the following options and click OK: Show the most recent saved output this does not regenerate the report when you open My Dashboard, but shows the most recent saved copy of the report available. You might choose this option if reports are scheduled to run automatically once or twice per day and are not otherwise updated. Show a run action this prompts you whether to regenerate the report or not. Run the report this automatically regenerates the report when you open My Dashboard. 7 - Using ATG Knowledge Reports 59

66 μ ATG Knowledge Guide for Business Users You might choose this option if your data changes rapidly and you want up-todate information every time you run the report. Be sure that your administrator has configured ATG Knowledge to summarize report data frequently, or else the report data will not be up-to-date even though you are running the report frequently. Adding My Dashboard as a Portal Tab You can add My Dashboard to your list of Portal Tabs, making it easier to locate. Locate My Dashboard and click the Add to my portal tabs icon under the Actions column. My Dashboard will now appear as a portal tab at the top of the screen, next to Public Folders and any other tabs you may have: Making My Dashboard Your Homepage You can choose to make the My Dashboard portal tab your home page in ATG Reporting Center. 1. First, add My Dashboard as a portal tab. 2. Click on the My Dashboard portal tab. 3. In the top right, click the down-arrow button next to the Home icon and choose Set View As Home: Using ATG Knowledge Reports

67 μ 4. Every time you log in to ATG Reporting Center, the My Dashboard portal tab will be your default landing page. When you click the Home icon, ATG Reporting Center will return to the My Dashboard portal tab. Available Solution Reports There are a number of default reports available for tracking solutions in Knowledge. The following section describes in detail reports that allow you to identify solution totals, activity, and usage. Solution Totals The Solution Totals Report provides the total numbers of solutions that meet the criteria for a twodimensional list of solution properties. You select any two properties from a list of solution intrinsic properties.once you select a property, you must decide which of its values you want shown in the report. For instance, if you select Status, you must select which statuses you want to report on, such as In Draft, Submit for Review, etc. You can select one or all values for a property. The following is an example of the Solution Totals report: 7 - Using ATG Knowledge Reports 61

68 μ ATG Knowledge Guide for Business Users Solution Activity The Solution Activity report identifies how often actions are performed on solutions in an owning group. To view the report, select the owning group you would like to see in the report, the date range for results, and optionally one or more specific authors to include. The following is an example of the Solution Activity report: Solution Use Counts The Solution Use Counts report provides detail on use counts for solutions in owning groups Using ATG Knowledge Reports

69 μ You can choose to view the top X number of solutions with the highest use counts, or the bottom X number of solutions with the lowest use counts. Use count information helps to determine which solutions seem to be most effective (or ineffective) at solving customer problems. To view the report, you optionally select an owning group and then select either the highest use counts or the lowest use counts. You can select how many to display along with how they should be ordered, ascending or descending. The date selection forces you to select a time period in which the solution was last linked so that you don t get old solutions with high use count if they are not relevant to current customer problems. The following is an example of the Solution Use Counts report: Use Count Breakdown The Use Count Breakdown report shows the number of solutions that fall within certain use count ranges. The report is a snapshot of the current use count figures at that point in time. You can configure up to five ranges for the report, or select the default range settings. The default range setting is a logarithmic scale; meaning the ranges are from 1-10, , , and 1000 to The following is an example of the Use Count Breakdown report: 7 - Using ATG Knowledge Reports 63

70 μ ATG Knowledge Guide for Business Users About User Reports This section provides information on the default reports available for tracking agent activity. Session Activity Trends - Peak Concurrency The Session Activity Trends Peak Concurrency report shows you how much your ATG Knowledge application is being used by reporting the following data: Using ATG Knowledge Reports

71 μ the peak number of unique login sessions for one or more organizations occurring over a specified time interval This report indicates the highest number of agents using the application concurrently during a certain period of time. To view the report, select the organizations you would like to see in the report, the date range for results, and the frequency of data points to include. The following is an example of the Session Activity Trends Peak Concurrency report: 7 - Using ATG Knowledge Reports 65

72 μ ATG Knowledge Guide for Business Users Agent Activity by Group The Agent Activity by Group Report is one of several reports that help measure productivity. This report displays aggregated totals for various activities performed by ATG Knowledge users in one or more organizations during a specific period of time. To view the report, select the organizations you would like to see in the report, and the date range for results. The following is an example of the Agent Activity by Group report: Using ATG Knowledge Reports

73 μ Agent Activity Summary The Agent Activity Summary report identifies how often particular actions are performed by individual members of one organization, providing detail for each individual agent. To view the report, select the organizations you would like to see in the report, and the date range for results. The following is an example of the Agent Activity Summary report: 7 - Using ATG Knowledge Reports 67

74 μ ATG Knowledge Guide for Business Users Using ATG Knowledge Reports

75 μ 8 Using Helper Panels Helper panels are displayed in the Utilities pane of Service Center. Note: Your access rights determine which helper panels you see; you might not see all the helper panels described in this chapter. You can control the display of these panels by: Clicking the close icon to remove them from view Re-opening them from the Available Panels panel Minimizing them by clicking the minimize/maximize icon; only the header of minimized panels is displayed in the Utilities pane. Note: When you minimize a panel, the panel remains minimized in your environment until you maximize the panel. The panel will stay minimized even if you log out and log back in. Favorites The Favorites panel gives you easy access to documents (solutions or files) that you want to use and view often. 8 - Using Helper Panels 69

76 μ ATG Knowledge Guide for Business Users You can click any document in the Favorites panel to open it for viewing in the Research tab. Adding Documents to the Favorites Panel There are two ways to add documents to this panel: When working with documents in other helper panels, right-click on any document and select Add to Favorites. When working with a document in the Research tab, select Add to Favorites in the Next Steps pane. The Favorites panel displays a maximum of ten documents, in alphabetical order. If your Favorites panel already contains ten documents and you add another, Service Center removes the last document in the list. Hot Solutions The Hot Solutions panel helps you keep track of popular solutions. This panel displays only solutions; it does not display all documents Using Helper Panels

77 μ The solutions that are displayed in this panel are determined by two types of settings: those configured by the application administrator those configured by you in your User Preferences For example, the administrator can configure settings that keep track of the number of times solutions are accessed by other ATG Knowledge users and have those solutions that are accessed most frequently appear on the list. The list of Hot Solutions is displayed in alphabetical order. In your User Preferences, you can set the following constraints for displaying Hot Solutions: The number of solutions to display (this controls the vertical size of the panel; if the panel becomes too long, try specifying a smaller number) Topics Solution classes 8 - Using Helper Panels 71

78 μ ATG Knowledge Guide for Business Users Recently Viewed The Recently Viewed panel displays a list of the documents that you most recently viewed in the View panel in the Research tab. This list can include both solutions and files. The display order of the documents is chronological; that is, the most recently viewed document shows up first in the list. When you view a new document, it is added to the top of the list and the document that is last on the list is removed. The number of documents displayed in this panel is configured by your application administrator. Note: If a solution is deleted, its title will still be displayed in the Recently Viewed panel. If you click on the solution title in the panel, you will see an error message as the solution can no longer be displayed. Recent Search Criteria The Recent Search Criteria panel displays the search terms you have recently entered in the Search panel of the Research tab, or in the Research panel of the Contribute tab Using Helper Panels

79 μ This list is updated automatically as you enter search text so that you can easily add these criteria to your current search or start a new search with them. The search text is displayed chronologically; that is, the most recent search text shows up first in the list. When you enter new search text, it is added to the top of the list and the search text that is last on the list is removed. This panel only includes the following search criteria: Text that you entered in the Question or Problem Description text box. Topics. Keyword search text. Other criteria you entered in the Advanced Options section is not included. The vertical size of the Recent Search Criteria panel is determined by the number of items that are displayed; this number is configured by the application administrator. Actions in Recent Search Criteria When you can click on search text in the panel, it is added to your current search criteria in the Research tab (although the application will not jump to the Research tab if you are in another tab). In addition, although the text is added to your search criteria list, a search is not run. You can right-click on any text to: Add to criteria (this is the same as behavior as above) Add to criteria and run Search Recommended Reading The Recommended Reading panel shows documents that a manager wants other ATG Knowledge users to read. These might be new documents or other important information. 8 - Using Helper Panels 73

80 μ ATG Knowledge Guide for Business Users Accessing Recommended Reading The Recommended Reading panel displays content that managers want users to read. In this panel, you can click on solutions and (depending on your access rights): View them in the Find tab. Modify them in the Capture tab. Add them to the Suggestion box in the Communicate tab. Remove them from the Recommended Reading list. Add them to Favorites. Creating Recommended Reading If you have the appropriate access rights, you can push documents to certain groups of users. These documents are displayed then displayed in each user s Recommended Reading panel in a clickable and right-clickable list. The Recommended Reading panel can include both solutions and files. There are two ways to create Recommended Reading: When working with a document anywhere in ATG Knowledge, select Add to Recommended Reading in the Next Steps panel. When working with a document in the Recently Viewed, Hot Solutions, Recent Search Criteria, or Favorites panels, right-click on the document and choose Add to Recommended Reading. You can then select an owning group or groups for whom the document is intended Using Helper Panels

81 μ Management Toolbox The Management Toolbox panel displays links to other tools and/or applications to which you have access. These applications include: Service Administration ATG Search Management Console Choosing any of the options in the Management Toolbox will take you to the chosen application. Find by ID The Find by ID panel allows you to enter the ID number of a ticket or a solution to locate it quickly. For more information on tickets, see the ATG Ticketing Guide for Business Users. Recent Tickets The Recent Tickets panel shows you tickets you have recently been working with. This panel is discussed in detail in the ATG Ticketing Guide for Business Users. 8 - Using Helper Panels 75

82 μ ATG Knowledge Guide for Business Users Search Results The Search Results panel displays the results (both solutions and files) of your latest search. This is the same list that is displayed in the Results Panel in the Research tab. The vertical size of the Search Results panel is determined by the number of items that are displayed; this number is configured by your application administrator. If you have not performed a search, or if you have cleared your search results, this panel is empty. Right-Click Actions on Documents in Helper Panels The following helper panels contain lists of documents (both solutions and files) or solutions: Hot Solutions Recommended Reading Recent Search Criteria Favorites Depending on your access rights, you can right-click on these documents and perform certain actions. Possible right-click actions include: View the document in the Research tab. Add the document to Recommended Reading. Add the document to Linked Solutions in the Respond tab. Remove the document from the list. Modify the document if it is a solution. Create a solution from the document if it is a file. View the document in the Research pane in the Contribute tab Using Helper Panels

83 μ 9 Setting Preferences The Utilities > Preferences link on the Service Center header takes you to a page where you can change default settings that control the display of your various Service Center tabs and panels. The default settings on the Preferences page are controlled by your application administrator. General Preferences The General Preferences section of the Preferences page allow you to reset your password, set Confirmation Prompts, and specify the default tab you see when you log in to ATG Knowledge. 9 - Setting Preferences 77

84 μ ATG Knowledge Guide for Business Users Password Settings You can change the password that you use to log into ATG Knowledge using the password settings. By default, your old password is entered in this text box, but displayed as asterisks for security purposes. To change your password, enter a new password in the New Password field and re-enter the password in the Confirm New Password field. Setting Old Password New Password Confirm New Password Description By default, your old password is entered in this text box, but displayed as asterisks for security purposes. A text box for entering a new password. A text box for entering the new password a second time for confirmation. Default Log in Tab You can select the tab you want displayed by default when you log in Setting Preferences

85 μ Research Preferences This panel contains settings that control how information appears on the Research tab. Setting Answers per Page Show Answers As Description Select the number of answers to show on each page after a search. Select Individually or Group Answers by Document. Individually displays search results separately, even if multiple answers come from the same document. Group Answers by Document displays search results as a document title followed by the matching answers it contains. When you select Group Answers by Document, the search application reviews the list of matching statements and then collapses those that come from the same index item, putting them into groups of document results. Grouping by document allows you to review the kinds of answers available in each document quickly, but may return less relevant solutions. Enable Statement Editing Select Yes to edit search statements by default. 9 - Setting Preferences 79

86 μ ATG Knowledge Guide for Business Users Contribute Preferences This panel contains settings that configure the controls that appear on the Contribute tab. In the Default Solution Class dropdown list, choose the solution class that you want to be the default in the Contribute tab. Authoring Language Choose the default language for the new solutions you contribute from the Authoring Language menu. Default Solution Class Choose the default solution class for the new solutions you contribute from the Default Solution Class menu. See Solution Classes. Default Owning Group Choose the default owning group for the new solutions you contribute from the Default Owning Group menu. See Choosing an Owning Group. Your ATG Service installation may not be configured to allow a default owning group. Hot Solutions Preferences The Hot Solutions Preferences panel allows you to control which solution classes are displayed in your Hot Solutions helper panel, and how many solutions appear. Setting Number of solutions Description Select a default number of solutions to display Setting Preferences