ATG Knowledge Guide for Business Users - product version: 9 · 1 Introduction 1 1 Introduction This...

Knowledge Manager

Version 9.4

Guide for Business Users

Oracle ATG

One Main Street

Cambridge, MA 02142

USA

ATG Knowledge Guide for Business Users

Product version: 9.4

Release date: 10-31-11

Document identifier: KnowledgeBusinessUserGuide1307251603

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ATG Knowledge Guide for Business Users iii

Table of 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 ATG Service Center . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3

Key Terms and Concepts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4

3. Using the ATG Service Center . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7

Headers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7

Logging Out . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7

Global Context Area . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8

Making Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8

Service Center Tabs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8

Main Content Pane . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8

Utilities . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9

Next Steps Panel . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9

Helper Panels . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9

Available Panels . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9

4. Conducting Research . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11

Searching for Content . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11

Changing the Search Text . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11

Solution Search Queries . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12

Searching Files and Solutions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13

Viewing Results . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15

Focusing Results by Topic . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15

Viewing Answers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15

Previewing a Result . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16

Browsing the Topic Tree . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16

Working with a Solution in the View Document Pane . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17

Solution Document Panel . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17

Active Tasks Panel . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19

Viewing Non-Solution Results . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20

Copying Document Links . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20

Printing Non-Solution Results . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20

Research Next Steps . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20

5. Contributing Solutions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23

Authoring Solutions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23

Solution Classes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24

Using Spell Check . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26

Using the Editing Toolbar . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26

Pasting Text from Other Sources . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28

Setting the External Audience Access . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28

Finding Matching Statements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28

Adding Transaction Snippets Fields . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29

Setting Task Assignment . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29

Reviewing Solution History . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30

Sending Solutions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30

Linking Documents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30

iv ATG Knowledge Guide for Business Users

Composing Messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31

Using the Research Split-Screen Utility . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31

Using Quick Find . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31

Finding Similar Content . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32

Finding Duplicate Solutions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32

6. Reviewing Tasks . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35

Solution Queue . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35

Sorting and Filtering the Solution Queue . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37

Working with Tasks . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38

Viewing Solution Working Revisions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38

Claiming a Task . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38

Reassigning a Task . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38

Releasing a Task . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 39

Editing a Solution Working Revision . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 39

Viewing and Claiming Solution Tasks . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 39

Solution Review Queries . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 40

Solution Review Query Types . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 40

Creating a New Solution Review Query . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 40

7. Using ATG Knowledge Reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 43

Overview of ATG Knowledge Reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 43

About Dashboard Reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 43

Accessing ATG Dashboard Reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 43

Running the Dashboard Reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 44

Permanently Setting the Date Range Parameter . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 44

Regenerating Dashboard Reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 47

Adding My Dashboard as a Portal Tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 48

Making My Dashboard Your Homepage . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 48

Available Solution Reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 48

Solution Totals . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 49

Solution Activity . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 49

Solution Use Counts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 50

Use Count Breakdown . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 50

About User Reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 51

Session Activity Trends - Peak Concurrency . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 51

Agent Activity by Group . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 52

Agent Activity Summary . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 53

8. Using Helper Panels . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 55

Favorites . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 55

Adding Documents to the Favorites Panel . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 56

Hot Solutions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 56

Recently Viewed . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 57

Recent Search Criteria . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 57

Actions in Recent Search Criteria . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 58

Recommended Reading . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 58

Accessing Recommended Reading . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 58

Creating Recommended Reading . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 59

Management Toolbox . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 60

Find by ID . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 60

Recent Tickets . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 60

Search Results . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 61

Right-Click Actions on Documents in Helper Panels . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 61

9. Setting Preferences . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 63

General Preferences . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 63

ATG Knowledge Guide for Business Users v

Password Settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 63

Default Log in Tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 64

Research Preferences . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 64

Contribute Preferences . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 65

Hot Solutions Preferences . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 65

vi ATG Knowledge Guide for Business Users

1 Introduction 1

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 ATG Service Center user interface.

Documentation Conventions

The following conventions are used in this manual:

• Home Directories

<ATG9dir>—The directory where you installed ATG 9.4. For example, the default location for UNIX

installations is C:/ATG/ATG9.4.

• 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:

2 1 Introduction

Guide Title Description

ATG Ticketing Guide for Business Users Helps business users understand and work with ATG Ticketing

and the ATG 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.

ATG Commerce Service Center User Guide 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

Information about supported environments is published as a Knowledge Base article through the My Oracle

Support Web site (https://support.oracle.com). To locate the article, search for “ATG Commerce Supported

Environments” on the Knowledge tab.

Ensure that cookies have been enabled on your browser.

2 ATG Knowledge Overview 3

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 ATG

Service Center:

http://hostname:port/agent

The hostname is the name of the machine ATG 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 ATG Service Center using any of the supported browsers listed on the Oracle website.

Your browser must be configured to accept cookies and enable scripting.

Configuring Firefox for the ATG Service Center

To use the Cut, Copy, and Paste functions in the Editing Toolbar when authoring solutions or e-mails, or to use

the Copy Solution by ID function, you must modify your browser preferences in Firefox. For an example see

http://www.mozilla.org/editor/midasdemo/securityprefs.html.

http://www.mozilla.org/editor/midasdemo/securityprefs.html

4 2 ATG Knowledge Overview

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.

Documents can be linked with tickets (see below) so that they can be sent out as part of a response.

E-mail Template

An e-mail template provides a basis from which agents can create e-mail responses to customers or other agents.

2 ATG Knowledge Overview 5

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 (page 24) 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.

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.

6 2 ATG Knowledge Overview

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 the external site 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 a Self Service site. ATG Knowledge uses this segment for the statement-level 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.

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.

3 Using the ATG Service Center 7

3 Using the ATG Service Center

ATG Knowledge is accessed in the ATG 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 ATG 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.

8 3 Using the ATG Service Center

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 ATG Service Center header and the global context area.

ATG Knowledge can include the following tabs, depending on your access rights:

Tab Description

Customer 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.

Task The Tasks tab contains a list of the tasks that have been assigned to you. Use the task tab to

work on your tickets.

Contribute The Contribute tab is where you create and edit solutions.

Tickets 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.

Respond The Respond tab allows you to communicate with others.

Research 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.

Note: The Global Context area is always displayed in the ATG Service Center as the top panel on each page,

showing the ticket and customer information.

3 Using the ATG Service Center 9

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 it by clicking its Minimize icon.

10 3 Using the ATG Service Center

4 Conducting Research 11

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.

5. Remove a search text and re-submit the search by clicking the – icon next to any current search text.

12 4 Conducting Research

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 (page 13).

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:

• 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.

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

• 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.

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 and extracted from the text of the document that best

appears to be relevant to your search criteria.

Each result displays on the top line:

• an icon indicating the document type

• 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.

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.

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.

3. You are then presented with content from both solutions. Choose the base solution and which content you

want to preserve from each solution.

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.

Printing

Clicking the Print link opens the solution in a separate browser window and initiates your browser’s print dialog

box.

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.

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 (page 37).

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 (page 23).

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.

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


5 Contributing Solutions 23

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

The Solution Authoring panel is where you create solutions.

1. Select a preconfigured Solution Class from the dropdown list. Solution classes are preconfigured by your

administrator.

2. Click the Change button to display the template for the selected solution class.

3. If more than one language has been configured, you can also select a Language for the solution.

Each solution class contains fields for you to fill out. Enter information into each field.

4. After the solution content is complete, use the options in the panel header to check spelling, remove

formatting, or preview the solution.

24 5 Contributing Solutions

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.

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

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, all of which can contain multiple values. These fields

are not required.


Question Statement Searchable

Answer Statement Searchable

Note Statement None

Properties

Properties display intrinsic information that defines the solution and controls its display, but which is not

displayed when the 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)

FAQ

FAQ solutions are displayed and searched differently than other solutions in ATG Self Service.


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:


Question Statement Searchable

Answer Statement Searchable

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.

Using the Editing Toolbar

The editing toolbar appears for fields that have rich text that can be formatted.

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.


Font Formatting

The font formatting list allows you to select the following styles for your text.

To format text, select it and then select the style from the dropdown list.

The other icons on the toolbar provide you with the following functions:

Cut

Copy

Paste

Delete [contents of statement field]

Insert Hyperlink

Insert Solution Link

Insert Attachment Link

Insert Image

Insert Table

Open Personalization

Find Matching Statements


Bulleted List

Numbered List

Increase indent

Decrease indent

Pasting Text from Other Sources

If you paste text into a statement field from another source, for example a word processing document or a

webpage, the original formatting is not necessarily preserved. You should reformat any pasted text using the

styles available within the Contribute Tab.

1. Copy text from an outside source and paste it into the desired statement field.

2.Click the Remove Formatting icon to remove all source formatting.

3. Continue editing the solution and save your changes when finished.

Setting the External Audience Access

You can control which users can view each statement by clicking the Open Personalization icon on the toolbar.

You can specify which internal and external audiences can view the content in the selected statement.

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 Find Matching Statements icon on the

toolbar.


Statement text that is close to your statement is displayed in the order of the closest match; duplicate results

are filtered out.

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.

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. When you

are adding or editing a transaction snippet field, the following transaction snippet icons appear above the field:

• Open Personalization

• Delete

• Insert Transaction Snippet

• Select the Insert Transaction Snippet icon and a list of available transaction snippets is displayed from which

you can select.

• Select a transaction snippet and click the OK button.

• You can then use the Open Personalization icon to determine which Self Service user segments will be able to

view the transaction snippet.

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.


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.

Sending Solutions

The Respond tab in ATG Knowledge provides you with the ability to send solutions via e-mail. You can send e-

mails 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 e-mail 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 EmailLandingPageURL 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:


• 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.


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.

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.



6 Reviewing Tasks 35

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

36 6 Reviewing Tasks

• Select and view solutions and related solution tasks

• Claim, edit, or reassign a task

The Solution Queue panel displays the following information for each task in the list:

Solution Queue Column Description

Solution ID Unique ID assigned to the solution associated with the task.

Solution Title Title of the solution associated with the task.

Status 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.

Group Workflow status of the solution associated with the task.

Task Notes 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.


Solution Queue Column Description

Action 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. The

ATG 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 autocomplete feature

to let the ATG 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.

• 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

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:



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.



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..



2. Click the Assigned User. The Assign 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, a Release link appears in the Action column for the task. Releasing a task marks it as

unassigned.



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.



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 (page 23).

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.

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.


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 Description

Solution Review Query Select a Solution Review Query from the drop-down list.

Run Query (button) Click to run the selected solution review query.

Build Solution Review Query Click Build Solution Review Query to open the Solution Review Query

Builder to create a new solution review query.

Sort by Select a sorting option from the Sort by drop-down list to sort query

results.

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 (page 11).


7 Using ATG Knowledge Reports 43

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 (page 52) and Use

Count Breakdown (page 50), 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 ARC 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.

44 7 Using ATG Knowledge Reports

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 (page 52) 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 (page 50) 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 ARC 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.


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.


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.


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.

You might choose this option if your data changes rapidly and you want up-to-date 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 ARC.

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:

4. Every time you log in to ARC, the My Dashboard portal tab will be your default landing page. When you click

the Home icon, ARC 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 two-dimensional

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:

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.

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, 10-100, 100-1000, and 1000 to 10000.

The following is an example of the Use Count Breakdown report:


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:

• 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:

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:

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:


8 Using Helper Panels 55

8 Using Helper Panels

Helper panels are displayed in the Utilities pane of ATG 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.

56 8 Using Helper Panels

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 reverse alphabetical order. If your Favorites panel

already contains ten documents and you add another, ATG 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.

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

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.


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.

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.


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.


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.


9 Setting Preferences 63

9 Setting Preferences

The Utilities > Preferences link on the ATG 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.

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.

64 9 Setting Preferences

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 Description

Old Password By default, your old password is entered in this text box, but displayed as

asterisks for security purposes.

New Password A text box for entering a new password.

Confirm 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.

Research Preferences

This panel contains settings that control how information appears on the Research tab.

Setting Description

Answers per Page Select the number of answers to show on each page after a search.

9 Setting Preferences 65

Setting Description

Show Answers As 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.

Contribute Preferences

This panel contains settings that control how information appears in 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.

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.

66 9 Setting Preferences

Setting Description

Number of solutions Select a default number of solutions to display.

Solution Classes Set default solution classes that appear in the Hot Solutions panel. You can select

All Solution Classes or select from the list of available solution classes.

Topics Set default topics that appear in the Hot Solutions panel. You select All Topics or

select from the list of available topics.

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