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Gainsight Inc.

Create and Manage KC Bots (Beta)

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This article explains how to create and configure Knowledge Center Bot in Gainsight PX.

Overview

The Knowledge Center Bot (KC Bot) serves as a single destination to facilitate learning within your product and enhance user experience. It is a vital component in driving customer satisfaction and user engagement by providing a user-friendly, accessible, and dynamic platform for learning, exploration, and interaction within your product.

Example Business Use case: Consider a scenario where a user encounters a challenge while using your product. KC Bot can be used as a versatile resource hub to provide instant access to users seeking resources and support. Whether they need step-by-step guidance, information about recent updates, access to the knowledge base, or a quick way to share feedback, the KC Bot provides a unified platform to cater to these diverse needs.

Key Benefits

  • Centralized Resource Hub: The KC Bot acts as a centralized repository, housing a variety of resources critical for user engagement and understanding. Users can access onboarding engagements, stay updated with product releases, access knowledge base articles, and instantly provide feedback through a unified interface.
  • Onboarding Assistance: For new users, the KC Bot acts as a guide, offering step-by-step onboarding engagements to ensure a smooth and effective introduction to your product. It helps users navigate through initial setup, feature exploration, and understanding core functionalities.
  • Product Updates: The KC Bot keeps users informed about the latest product updates, ensuring they are aware of new features, enhancements, and improvements. This helps users stay up-to-date with the evolving product landscape.
  • Knowledge Base Access: Users can quickly search and access relevant knowledge base articles through the KC Bot, enabling them to troubleshoot issues, find answers to common questions, and deepen their product knowledge.
  • Feedback Mechanism: The KC Bot allows users to share feedback instantly, enhancing the feedback loop between users and the development team. This real-time communication ensures that user concerns, suggestions, and insights are effectively captured.
  • External Web Links: Users can access external URLs curated by the KC Bot, directing them to additional resources, tutorials, or relevant industry information, thus expanding their understanding beyond the product itself.

Prerequisites: Ensure that you have Editor access to the Knowledge Center to create KC Bots and articles, and Manager or Production Launcher access to launch the bot. For more information on assigning user permissions, refer to the User Management article. 

The Knowledge Center Bot page in PX allows you to create and manage bots and content in your PX subscription. Navigate to Knowledge Center Bot from the main menu. The Knowledge Center page appears with the following tabs: 

  • Bot: Create, manage, and preview bots in your subscription
  • Content Library: Create and manage content such as articles, weblinks, and JavaScript functions to be used across bots. For more information, refer to the Manage KC Bot Content using Content Library article.

Knowledge Center dashboard showing the Bots tab with two editable bots listed, and a preview panel on the right displaying task list and recent updates

Create Knowledge Center Bot

The Bots tab in Knowledge Center lists and previews all bots created in your subscription. You can create and configure new bots by adding widgets, such as recommendations, task list, content groups, search, feedback, and community features.

To create a new bot: 

  1. In the Bots page, click Create. 
  2. Select New Editor.
  3. Click the Edit icon to add a name for the bot. 
  4. Configure the following sections in the bot: 
    1. Configure: Define the content and personalize the bot’s look and feel.
      1. Configuration: Configure and structure the various resources that should be available to users in the KC Bot.  
      2. Design: Tailor the KC Bot's appearance to match your brand and application. 
    2. Target: Define the audience for the KC Bot by specifying how and when it is launched and accessed. 

Clone Knowledge Center Bot modal allowing users to duplicate a bot within the current product or across products, with localization option included.

Add and Structure Content

The Configure tab is the bot's personalization and design hub.You can manage and organize content from Content Library by adding widgets such as recommendations, task lists, and content groups. You can customize layouts (such as list, grid, and more) and apply rules to tailor content for specific user groups. For more information, refer to the Configure Knowledge Center Bot article.

Design the Bot

The Design section of Knowledge Center Bot enables you to tailor the bot’s appearance to match your organization’s branding and seamlessly blend with your application interface. You can adjust key design elements such as the bot’s position, theme, colors, typography, and more. You can also customize icons and corner styles to ensure a consistent and visually integrated experience across your product. For more information, refer to the Design Knowledge Center Bots article.

Configure Audience

You can create one or multiple Knowledge Center Bots and add audience segmentation for each bot to facilitate a unique Knowledge Center experience for each user. Audiences can be defined based on user role, device, account segment, or Global Context. 

To configure the audience for KC Bot:

  1. In the Audience Rules, select the required rule from the following options: 
    • Users: Target users using different filters such as email, job title, and so on.
    • Accounts: Select specific accounts from your list of accounts.
    • Global Context: Select Global Context based on the data you need to collect. This must be created prior to configuring the audience. For more information, refer to the Use Global Context article.
    • Device: Include or exclude devices to filter your target audience.
  2. Select the overall Audience Logic as AND or OR. You can also select the rule logic between each filter criteria of the rules selected.
  3. (Optional) In the Environment section, choose the application environments on which the bot must be available. 
  4. (Optional) In the Activation Rules section, configure URLs of your application where the bot must be specifically displayed or not be displayed.
    • Include URLs: Specific URLs or pages only on which the bot must appear.
    • Exclude URLs: Specific URLs or pages on which the bot must not be displayed.
      • Note
        • You can use wildcards to select the pages on which you wish to include or exclude the bot.
        • The Include URL field is case-sensitive.
        • If you leave the default Everywhere in Include URLs, the bot is displayed on all of the qualifying pages.

Bot targeting setup displaying selected environments, activation rules, and multi-level audience rules for users, accounts, and devices with AND logic.

Note: If an audience is qualified to view multiple bots within the same product, the bot with the higher priority is visible to the users. For more information on how to prioritize KC Bots, refer to the Prioritize a KC Bot section. 

Launch Knowledge Center Bot

Once you have configured the content, designed the bot’s look and feel, and defined the target audience, you can launch the bot and make it accessible to your end-users for consumption. 

Prerequisite: Ensure that you have Manager access to launch the bot in non-production environments, or Production Launcher access to launch the bot in production environments.

To launch a KC Bot: 

  1. On the Target page, confirm all targeting details. 
  2. Click Launch.

Configured Knowledge Center Bot with custom greeting, task list, and latest news widgets, ready to be launched using the highlighted 'Launch' button.

Manage Knowledge Center Bots 

You can view, edit, and manage all KC Bots created in your subscription. To view the list of KC Bots, navigate to Knowledge Center Bot. 

The Knowledge Center page provides the following options: 

  • Filter: Filter the list based on the Product, Channel, or Environment.
  • Search: Search for bots using the name.
  • Sort: Sort bots by fields such as Name, Status, Priority, Last Updated, Description, and Created Date. For each bot, additional details such as Environment, Created By, Modified By, and Lifetime Views are also available.
  • Analytics: View the lifetime analytics of the bot. 
  • Edit: Make changes to an existing bot. Alternatively, you can double click a bot’s name to enter edit mode
  • Clone: Duplicate an existing bot. 
  • Delete: Remove a bot permanently.

Knowledge Center bot management screen with annotations highlighting search, filter, sorting, analytics, editing, and clone/delete options for each bot.Clone Knowledge Center Bots  

PX allows you to duplicate KC bots in your subscription to facilitate reuse . 

To clone an existing KC Bot:

  1. Navigate to Knowledge Center Bot.
  2. Click the three-vertical dots menu to choose the required bot. 
  3. Select Clone. The Clone Knowledge Center Bot window appears.
  4.  In the Clone to section, select one of the following options:
    • Current Product: To clone the bot and all its underlying configuration in the current product.
    • Across Products: To clone the bot with only design and widget structure. Content is not cloned.
      IMPORTANT: The Across Product option clones only product-agnostic settings as it is not product dependent. Other configurations such as audience and content are specific to a product, hence are not cloned. 
  5. In the Name field, enter a unique name for the bot.
  6. (Optional) In the Description field, enter a brief overview of the bot.
  7. From the Product dropdown list, select the product(s) in which the bot should be cloned. Available only if you have selected the Across Products option.
  8. Click Clone.

Clone Knowledge Center Bot modal allowing users to duplicate a bot within the current product or across products, with localization option included.

Prioritize a KC Bot

If an audience is qualified to view multiple KC Bots within the same product, the bots are displayed based on the priority assigned to each bot. The bot with the highest priority (P1) is first visible to the users, and so on.

To reassign the priority of a KC Bot: 

  1. On the Knowledge Center page, click the Priority field of the required bot. 
  2. In the Priority Configuration window, drag and rearrange the order of bots in the list. The bot which is at the top of the list has the highest priority (P1).
  3. Click Apply.