Knowledge Center Bot

Create Category

You can create categories to group upcoming planned engagements by performing the following steps:

1. Navigate to the Content page.
2. Click on the manage categories icon. The Categories window is displayed.

3. Click Create to create a new category.

4. Enter the Category Name and provide its brief description under Category Subtitle.
5. Click Add. The category is created.

6. Click Close. The Categories that you created appear in the drop-down under the Category column.

Once you have created the in-app engagements you can simply add them under the created category from the drop-down list under the Category column.

You can also group the in-app engagements under a specific category by creating a name directly in the Category column.

For Example, if you have engagements related to analytics, create a category with the name Product Analytics and then you can group all the engagements which come under Analytics. The Categories that you created appear in the drop-down and the Onboarding tab.

If you want to launch the Knowledge Center Bot to a specific audience, you can give a label to engagements under the Category column. For Example, New Users, Existing Users, etc. For more information about how to organize engagements, refer to the Organize Engagements best practices article from the Additional Resources section.

If you own a knowledge center base of support articles and want to track the most relevant/least relevant search terms and docs, you can place a custom event script to track and run the Query Builder. A property can be the title of the article.

Add Engagements to Category

Select the Add checkbox of the required engagement to add it to the category. 

Set the order of Categories

If you have created multiple categories and added Engagements to the categories, you can set the order simply by dragging and dropping the Categories as required. The categories of Engagements are displayed in the same order in the KC bot as you set.

Note: To test the Guide Engagement on a specific page before launching the Bot, enter the test URL in the Guide Activation URL field. For example, if you want to trigger a Guide on http://example.com/b URL and you are on http://example.com/a URL, Gainsight PX will first navigate you to Guide Activation URL http://example.com/b and show you the Guide there.

Add Articles 

Gainsight PX allows you to create an article in a Knowledge Center Bot and add the same article to other bots within the same product. This eliminates the need to create duplicate articles in case you maintain multiple bots. 

To add articles to the KC Bot: 

1. Navigate to the Content page.
2. Select the Articles tab.
3. Click Create. The Create Article window is displayed.
4. Provide the following details:
   • Name: Enter a name for your article. This name helps you identify your article.
   • Title: Enter a title for your article. This can be the same as the Name.
   • (Optional) Body: Paste the content of your article. You can either add all the content to the body section and not include any URLs, or add some content in the Body section and redirect users to your URL for more info.
   • (Optional) Link: Add the URL of your article.
5. Click Create. You can see the new articles in the articles list view.

Content added in the Body section is displayed within the Bot, and content present in the hyperlinked article is displayed in a new tab. If you wish to display the content present in the hyperlink within the Bot, use Integrations instead.

Select the Add checkbox in the list view of the article. This adds the article to the Bot. The following image shows an article (Shared Article) created in Knowledge Center Bot 1. The article is seen in the list of available articles in the Knowledge Center Bot 2.

Link Articles

You can also link articles from your Knowledge Base and add them to the KC Bot. 

To link the articles:

1. Navigate to the Content page.
2. Click on the Link tab. 
3. On the Link Articles window, enter the keywords to search the required article(s).
4. Click the Add to List button to select the article(s).
5. Click Done. The selected articles are added to the articles list.

6. Select the Add checkbox next to the article in the list view. The article is added to the bot.

JavaScript Function

You can also invoke JavaScript functions defined in customer applications as links in the Knowledge Center Bot.

Following is an example of how you can add your tag where the function you want to add is allowedLink:

var config = {kcAllowedFuncNames : ["allowedLink"]}

`

Progress Bar

The Progress Bar shows how far the end-user has progressed in the completion level of engagements and other resources added in the Bot.

Prerequisite: In order to display a progress bar:

• There should be at least one engagement or article that does not belong to any of the categories.
  • If there are no categories created, there should be atleast one engagement or article added to the bot.

Select the Enable checkbox from the Progress Bar section to make the progress bar visible on your KC Bot. You can format the background and fill color and set the height of the progress bar. You can set the Indicator Type as Count or Percentage.

The engagements and articles that are not included in any category are grouped under Section-1. The progress bar indicates the progress of only those engagements or articles in Section-1 of the KC Bot.

You can edit the title of section-1 and section-2.

Badge

Badge indicates the number of newly added engagements and articles in the Bot. This badge prompts the user to click on the Bot to check out the new resources added in the Bot. You can format the background color, border color of the badge, and the text in the badge. You can also select the categories for which the Badge needs to show alerts.

Note: The Progress Bar needs to be enabled to make the Alert Badge visible.

Tabs Settings

Use the Tabs settings in the Bot tab to select an icon to represent each tab and format the tab color, and set the order of the appearance of tabs in your knowledge center bot.

Note: If you are using a single tab, you can hide the tab style display by selecting the Hide single tab checkbox.

You can customize the default tab to be shown in the KC Bot, irrespective of the tab order. Select the Default Tab checkbox for the tab that needs to be shown as the default tab.

Customize Badges

Using the settings on this tab, you can also select the icon style color or background color for the Bot Badge and Close Badge. The Badge is the icon that appears on the target application page and allows user to access the Knowledge Center Bot. 

Select the desired Bot icon for the bot badge and modify the size of the badge as per your preference. By default, the size of the bot badge is set to 40 px.

To add a customized bot icon, select the Use Image URL checkbox and enter the image URL and click OK. You also have the option to allow users to drag and drop the bot icon across the screen. Select the Draggable checkbox to make the bot badge movable along with the KC Bot window.

Enter text in the Speech Bubble field, to help your end-users understand the purpose of the widget. You can format the font style, font size, font color, and the background color for the speech bubble.

Modify Title, Size, and Position of Bot

You can modify the position, height, and width of the Bot to suit your needs.

• The Position section allows you to place the bot to the left or right of the screen and set the Bottom Offset value. As you increase the Bottom Offset value, the bot moves towards the top of your screen.
  You can customize the z-index value, to ensure KCBot always appears in front of elements that have lower z-index values. This feature is available for both floaterbot and embedded bots, and allows improved KC Bot visual prioritization over other application elements such as CTA buttons, notifications centers, and so on.

• The Size section allows you to configure the Height and Width of the KC Bot window. 
  • The Height section allows you to modify the height of your KC Bot window. By default, the height is set to 500 px. The maximum height limit allowed is 999 px.
  • The Width section allows you to modify the width of your KC Bot window. By default, the width is set to 400px. The maximum width limit allowed is 1000px.

Select the Resizable checkbox to enable users to dynamically resize the KC Bot window that persists throughout the session.

The bot is UI responsive; the size of the bot changes automatically based on the size of your browser. Ensure that the Bottom Offset field in the Position section is set to 100 px.

Activation 

In this section, you can configure the URLs on which you want to display the bot. You can use wildcards to select the pages on which you wish to include or exclude the bot. (just like URL rules in the Engagements section).

• Include URLs: Provide the URL to display the Bot.
• Exclude URLs: If you wish to display the bot on all pages, but exclude only from one page of the app, then add that URL in the Exclude URLs field. The bot is not displayed only on the excluded URL. You can also add multiple rules in Include and Exclude sections to include or exclude multiple pages. 

If you enter Everywhere, either in Include URLs or Exclude URLs, then the bot is either displayed or not displayed on any of the pages, respectively.

Note: The Include URL field is case-sensitive.

Customize User Feedback and Acknowledgement in Bot

You can create a customized acknowledgment text in the Feedback tab of the Knowledge Center Bot. This acknowledgment text appears when user submits feedback. The button label that navigates user to create another feedback is also editable.

Additionally, you can modify the following fields to improve the user response in the feedback section:

• Title: Topic of the feedback
• Subject Placeholder Text: Text displayed as the subject line of the feedback
• Description Placeholder Text: Text to prompt user to describe the feedback

The Button Editor section helps you to customize the text and appearance of the Submit button.

Configure Sub-domains in KC Bot Google Search

You can select the specific Google domains that you want the Bot to scan and thereby provide targeted content to end users. This helps you to configure multiple Bots that provide search results from unique sub-domains to provide relevant content. For example, you can target a Bot to point to a specific sub-domain for search results in Spanish language.

Search Type

You can configure the required type of search functionality within the Knowledge Center Bot. The following search options are available:

• Search in separate tab: Limits search to the knowledge base content.
• Search in unified tab: Displays search results for both engagements and articles related to the search term.

For example, when the bot is configured to Search in unified tab, the search results display both engagements and articles related to Product Mapper. 

Hide Article Summary

Select Hide Article Summary from the Articles Search tab to hide the article summary from the search results in your KC Bot window.

Search Term

The Search Term helps you find the articles relevant to the terms you enter and present the search result as an initial list of articles that are saved for the user. The user views this list of articles on the KC Bot by default. The user can also customize the Search Terms to view a different list of articles.

User has the following options:

• Set default search terms to None.
• Configure Search Term so that a default set of terms is always used to show the initial list of articles to display in the KC Bot.
• Allow PX to take the current URL that the user is on, break it up, and send those as the search terms.

To configure Search Term:

1. On the Articles Search tab, select the required Knowledge Base from the Docs Search Enabled list.
2. From the Default Search drop-down list, select Search Term.
3. Enter the required search term. The articles relevant to the search term are displayed on the KC Bot.

Configure Customer Communities for KC Bot 

Gainsight Customer Communities (CC) is an interactive Customer Success community platform. It helps users share and discuss feedback, queries, and suggestions on the technical enhancements and latest product updates. For more information refer to the Customer Communities website.

Gainsight PX integration with Customer Communities enables end-users to search, view, and upvote CC content within the active KC Bot.  

Prerequisite:

To display CC content within an active KC Bot, ensure that a connection is established between Customer Communities and Gainsight PX. For more information on how to connect DH with Gainsight PX, refer to the Gainsight PX Customer Communities Integration article.

To display Customer Communities content within a KC Bot:

1. In the KC Bot Editor section, navigate to the Search tab. 
2. Turn ON the Gainsight Customer Communities toggle switch. 
3. In the Categories and Product Areas field, select the categories and product areas for which content must be displayed to the users.
   Note:  The options available are based on the categories and product areas defined while integrating CC with PX. 
   
   

4. Click Save.

To format how the community section appears in the KC Bot:

1. Navigate to the Onboarding tab.
2. Click Community Settings.  
3. Select the required colors for Background, Title, and Subtitle.
4. In the Title field, enter a heading for the community card. 
5. In the Subtitle field, enter a description of the section. 
6. In the Icon url field, enter the URL to add a personalized image of your community.
7.  Click OK. 

Once configured, the end-users can access ideas and feature requests, search for popular use-cases and solutions, and even upvote content from the active KC Bot.

Note: The capability to upvote content is only available in real-time, for users registered with your subscription of Customer Communities.

Integrate your Knowledge Base with the KC Bot

 For more information on how to set up an integration, refer to the given articles from the Additional Resources section.

• HelpDocs integration
• MindTouch integration
• Zendesk integration
• Salesforce integration
• Bloomfire Integration