Set up Community Helper

Community Helper is an entire team of support reps wrapped into a nifty bot. Once installed, it keeps looking for new threads that haven't been answered in time. Then, using its NLP analyzers, search capabilities, and built-in templates, it answers the original poster. An admin can set up the time Community Helper will wait before jumping in; from as 10 minutes to 3 days.

This article walks you through the installation and setting up of Community Helper.

NOTE

• Community Helper works only on Salesforce and Khoros communities.

• An admin can set up one bot for each community.

Install Community Helper

1. From main navigation, click Apps and then Install New App.

   

2. Find Community Helper and install it.

   

If the installation was successful, a new tab will appear in the main navigation.

Create Your First Bot

1. From main navigation, click Community Helper.

   

2. An admin can create a new bot for each community. To start, click Add New Bot.

   

3. Each bot has a label to help admins distinguish one from another. Give yours a label and click Continue.

   

4. Check the community where the bot will work. Colubridae '20 supports two platforms: Salesforce and Khoros.

   

5. Pick a search client and click Save to create the bot. Why should I choose a search client?At the heart of a Community Bot are a language analyzer and a responder. The language analyzer finds out (as best as it can) what a new thread is about , extracts the keywords from the first post, and then sends them over the responder, which in turn, looks up those keywords in your content sources through the search client that you have selected.   

   

If bot creation was successful, then you should be able to see it on the Community Helper screen.

Authorize Yourself

The first step to authorizing your identity is to open edit settings which can be done by clicking .

Next, follow one of the following processes.

After authorization, you will be taken to a Download Endpoint screen.

Create an Endpoint

The instructions to creating an endpoint have been packaged in a text file which you can get by clicking Download.

Select Content Sources

The bot assists community users by suggesting them knowledge articles, solved threads, and other documents stored in your content sources. On the Content Source screen, an admin can define the scope of a bot's search, that is if the bot should look into all your content sources or only a select ones.

1. Check all the content sources and content types you think your bot will need access to.

   

Compose Templates

1. The first step in drafting a template is to decide when the bot should spring into action and publish a response. It can be decided on the Personalized Response screen in the Schedule Response section.

   

2. Next, click Add New Template.

   

3. A dialog will open. Enter the details to create a template.

   • Agent Name. Bot's name on the community. It will be visible to the community members.

   • Agent Email. Bot's email address on the community. It will be visible to the community members as well.

   • Designation. Bot's job profile on the community. It will be visible to the community members.

     Create a Response. A text box where you can compose a template using response tags and response fields as placeholders.

     Response Tag. The response tags are the properties of the top results the responder will find. In the image, you can see three properties: Response Title (a placeholder for the title of the first search result), Response URL(a placeholder for the web address of the first search result), and Summary (a placeholder the meta description of the first search result). Drag them to their place in your template. Check out "Why Should I Choose a Search Engine?" to learn what a responder is.

     Post Field. The Post fields are the properties of your Khoros or Salesforce community and depend much on the set-up. Some communities might have only post fields while others can have up to 10. In the image are seven post fields: Title, Description, Parent Category, Created Date, Board, Author Name, and Tags. You can use one, two, or all of them.

     

     PREREQUISITES When choosing Post field tags, be sure that:

     A) The Feed Item object is present within your content source and has been incorporated into the Community Helper Search Client.

     B) Each selected tag had undergone a successful crawl and subsequently integrated into the content source configuration when setting up the Search Client configuration.

   • Template Name. A label for your template. It will help you distinguish when you have several of them.

4. Save your template.

   

5. OPTIONAL. Repeat the steps 1-4 to create more templates.

   

6. Save your template(s).

   

7. On the Community Manager screen, activate the bot.

   

Result

A community bot in action.

இந்த புது நூலம்.

Community Helper is akin to an entire team of support representatives, compacted into a sophisticated bot. Once installed, it continuously scans for new threads that have not been timely answered. Utilizing its NLP analyzers, search capabilities, and built-in built templates, Community Helper responds directly to the original poster. An admin can configure the time period Community Helper waits before intervening. The period can range from as little as 10 minutes to as long as 3 days.

This article will guide you through the installation and configuration process of Community Helper.

NOTE.

• Community Helper works only on Salesforce and Khoros communities.

• An admin can set up one bot for each community.

Install Community Helper

1. From the main navigation, select Apps and then choose Install New App.

   

2. Locate Community Helper in the list and proceed with the installation.

   

Upon successful installation, a new tab for Community Helper will appear in Apps > Community Helper.

Create Your First Bot

1. From the main navigation, select Community Helper.

   

2. As an admin, you can create a new bot for each community. Begin by clicking Add New Bot.

   

3. Each bot requires a unique label for easy identification. Assign a label to your bot and click Continue.

   

4. Choose the community where the bot will operate. Community Helper is compatible with two platforms: Salesforce and Lithium.

   

5. Select a search client and click Save to finalize the creation of your bot. To understand why selecting a search client is important, refer to the Troubleshooting section at the end of this page.

   

If the bot creation process is successful, the new bot will be visible on the Community Helper screen.

Authorize Yourself

The first step in authorizing your identity is to open the edit settings, which can be done by clicking .

Next, follow one of the following processes.

After authorization, you will be directed to the Download Endpoint screen

Create an Endpoint

Instructions for creating an endpoint are provided in a text file, which you can obtain by clicking Download.

Select Content Sources

The bot aids community users by recommending knowledge articles, solved threads, and other documents from your content sources. On the Content Source screen, an admin can determine the bot's search scope — whether it should encompass all content sources or be limited to selected ones.

1. Select all the content sources and content types that you believe your bot will need to access.

   

Compose Templates

1. Begin by determining when the bot should activate and publish a response. This can be set up in the Personalized Response screen, under the Schedule Response section.

   

2. Click Add New Template.

   

3. A dialog box will appear. Fill in the necessary details to create a template:
   • Agent Name. The bot's name in the community, visible to community members.
   • Agent Email. The bot's email address in the community, also visible to members.
   • Designation. The bot's job profile within the community.
   • Create a Response. Compose your template in this text box using response tags and post fields as placeholders. Refer to the Troubleshooting section to learn more about response tags and post fields.
   • Template Name. Assign a label to your template for easy identification, especially useful if managing multiple templates.

   

4. Save your template.

   

5. OPTIONAL: Repeat steps 1-4 to create additional templates.

   

6. Once all templates are created, save them.

   

7. Finally, activate the bot on the Community Helper screen.

   

Result

A community bot in action.

Troubleshooting