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Gainsight Inc.

Knowledge Center Bot

This article explains how to configure Knowledge Centre Bot in Gainsight PX.

Overview

Knowledge Center Bot is an onboarding assistant that guides users in learning your product. The Bot contains links to engagements and external URLs in order to effectively onboard new users as well as educate existing users. The goal of the knowledge center bot is to allow users to see the list of all engagements in one place for quick and easy reference. This improves your customer satisfaction by increasing accessibility to in-app experiences.

Prerequisite

The In-App engagements must be created by enabling the Triggered By > Knowledge Center or Automatic & Knowledge Center option to be able to use those Engagements in a new KC Bot.

Triggered by.png

Create Knowledge Center Bot

You can create a Knowledge Center Bot by configuring the following steps:

  1. Audience
  2. Content
  3. Editor 
  4. Launch

Configure Audience

Create one or multiple Knowledge Center Bots and add audience segmentation for each Bot to facilitate a unique Knowledge Center experience for each Audience. Bot Audience can be defined based on user role or account segment or Global Context. You can create multiple KC Bots within the same product (or clone from the existing Bot) for each Audience.

To configure the audience for KC Bot:

  1. Log in to Gainsight PX.
  2. Navigate to Knowledge Center Bot on the left pane. The list view of KC Bots is displayed.
    Note: To clone an existing Bot, click the Clone icon for the corresponding Bot.

Clone.png

  1. Click the Create button on the Knowledge Center page.
  2. On the pop-up window, provide the name and description of the Bot and select the product for which you need to launch the Bot. Click Create.
    Note: You can create multiple KC Bots by clicking the Create button. 
  1. Configure the Audience for the Bot by setting the following rules and click Save.
  • Users: Select the users by using different filters such as email, job title and so on.
  • Accounts: Select the required account from your list of accounts.
  • Global Context: Select the Global Context based on the data you need to collect. You need to set Global Contexts prior to creating Bots. For more information on Global context, refer to the Use Global Context article from the Additional Resources section.

Audience.png

The overall Audience logic can be AND or OR. You can also select the rule logic between each filter criteria of Users, Accounts and Global Context.

Note: If an audience is qualified to view multiple KC Bots within the same product, then the Bot with the highest priority (P1) is visible to the users. If you wish to change the priority of the Bots, click the Priority field of the Bot, rearrange the order of Bots in the list and click Apply. The Bot on top of the list has the highest priority (P1).

Organize Content 

Engagements

If engagements are created and linked to the knowledge center bot, the Content page displays as below.

Content page.png

A list of all engagements is displayed on the content page, regardless of the engagement status.

You can organize the view of Engagements in KC Bot in three steps:

  1. Create Category
  2. Add Engagements to Category
  3. Set the order of Categories
Create Category

You can group the in-app engagements under a specific category by creating a name 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 appears in the drop-down and the Onboarding tab.

Pdt Analytics.png

If you want to launch the Knowledge Center Bot to a specific audience, you can give a label to engagements under 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. 

add category.png

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.

Articles

You can use the PX Knowledge Center (KC) Bot to display content from an external knowledge base. Apart from integrating with external Knowledge bases, you can also directly add URLs for your knowledge center documents to the PX KC Bot. After adding the article URLs, you can create categories and group your articles in categories. 

If you have important documents like EBR decks or best practices that cannot be published to the knowledge base, you can add the documents to the KC Bot directly.

You can choose to either add content directly in the KC Bot or add a hyperlink of your article to the KC Bot.

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.

kcbot_articles_sharing.png

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.

kcbot_article_link.png

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

Customize KC Bot using Editor

You can customize the look and feel of your KC Bot by using the options in the following tabs in Editor:

  1. Onboarding 
  2. Bot Settings
  3. Feedback
  4. Articles Search

Onboarding Tab Settings

Onboarding Tab Settings can help you format the title, position, header, content, hover, and activation options for the Onboarding tab in KC Bot.

Select the Onboarding Tab checkbox to make the Onboarding Tab visible on your KC Bot.

OnBoarding checkbox.png

Bot Tab Settings

In the Bot Settings tab, format the Header background and Content color and background for your knowledge center bot, as required.

Customize Badges

Using the settings on this tab, you can also select the text color or background color for the Bot Badge and Close Badge. The Badge is the icon that appears in the customer’s application and provides user access to the Knowledge Center Bot. You have multiple options available from which you can select the desired Bot icon.

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 icon movable.

Enter text in the Speech Bubble field to help end-users understand the widget’s purpose and format the text color or background color, as required.
Speech bubble.png

Modify Title, Size, and Position of Bot

Using the Onboarding Settings, you can modify the title, position, and height of a Bot.

The Title section allows you to modify the name of the Bot.

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.

The Height section allows you to set the height of your bot. By default, the height is set to 500 px. You can modify the height as required. The maximum height limit allowed is 999 px.

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 wild cards to select the pages on which you wish to include or exclude the bot. (just like URL rules in 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 e URLs. 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.

Activation.png

Feedback Tab Settings

Enable the Feedback checkbox, so that you can allow users to provide their feedback.

To configure:

  1. Select the Feedback checkbox. A new tab called Your Feedback appears on the bot.
  2. Click the Your Feedback icon on the bot.

If the above configuration is done, users can select the feedback category from the Select category dropdown list, and submit their feedback from the below category list:

  • Issue
  • Feature Request
  • General Feedback
  • Other

For more information about Feedback Analytics, refer to the Gainsight PX User Feedback API article from the Additional Resources section.

Articles Search Tab Settings

Gainsight PX is integrated with the knowledge base of external products so that users can search for your product documentation resources from PX KC Bot. 

Using the Articles Search Tab settings, you can configure the Articles search Tab of KC Bot. Doc Search Enabled option helps you select the required external knowledge base. 

Select the audience option for the article’s visibility from the Select Accessibility dropdown list. The access permissions are different for each product.

Articles Search.png

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.

kcbot_search_term.png

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

Launch the Bot

To launch the Bot:

  1. Select the Environment(s) to which you wish to launch the Bot. 
  2. Click Save.
  3. Click Launch.

For more information on frequently asked questions, refer to the Knowledge Center Bot FAQs article from the Additional Resources section.

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