To make super fast and easy for you to get in and manage your content, you can now login to your account using your Google Apps account.
If you are a Google Apps customer, all you need to do is hit the Login with Google Apps button on the login screen, and boom you're in. We'll automatically join it up with your existing account.
There's a few more seconds in your day to get stuff done.
To help you feel safer and more in control of your content, we've added in the ability for you and your team members to enable 2FA on your account.
To enable 2FA, head to your account settings page (click on your image bottom left of screen) and below your main account settings will be an option to enable 2FA.
You can use whatever authenticator app you like to scan the QR code and get yourself locked down. (Pro tip: We love the way 1Password does 2FA)
For any report in your account, you can now download the raw data for the chart of table data. Just click on the export button beside any chart or table like in the image below.
We'll supply the data in a single CSV file that you can then use as you see fit for your own purposes.
KB feedback added to answers report
Previously, you could allow your users to leave feedback on your content when viewed via the Assistant. Now, you can let them leave feedback if they're viewing the content via your main knowledge base.
Of course, it makes sense that you can also see this feedback via the reporting, so we added that too.
New base editor, now with tables!
In another case of "you asked for it, you got it", we spent a lot of going through all the feedback that has been provided on our editor environment to find out what the most important or annoying things were. In the end, we decided to part ways with the editor that we'd used in the past, to opt for something that we would have more freedom with and get you what you needed.
As a quick peek at what's available, just look at all the buttons on the new toolbar!
The most requested feature (and most annoying thing to have missing) was to add support for managing tables.
We're stoked to say this new editor has full table support
Pretty close behind that, was allowing better access to edit the underlying HTML of an article so you have full control (no more ugly HTML blocks), we even made it nicely colored for you:
So if you haven't already, go an edit an article to check out the new editor and get a feel for it and all it brings.
Debug data added to custom form webhook
To help give you everything you need to help your uses when they submit any custom form you have setup, previously we allowed you to send through debug information if the form was sent to an email address.
Now, we also allow you to have that same debug information sent to you if you're using a webhook as your form destination.
Earlier in the year, we released Smart Group Access Control to make it easy for you to define groups of users that you can reuse later for locking down which users could access which modules in your Assistant.
You can now use those same Smart Groups to easily manage access to your content.
Earlier in the year, we released Smart Group Access Control to make it easy for you to define groups of users that you can reuse later for locking down which users could access which modules in your Assistant.
You can now use those same Smart Groups to easily manage access to your content.
While you could already control who could view what content, you needed to set this up again and again for each of the categories or articles you wanted to lock down. This would quickly become a pain if you wanted to change that access control in a number of places later on.
Now, you can create a single Smart Group and assign it to as many articles, categories, or modules you like. When you want to change how the access control works, you'll only need to change it in one place and it will be reflected everywhere!
To migrate your article access control over to use Smart Groups, simply head to the migration page here:
Previously, we had two separate reports for searches. One that showed when searches had results, and another for when the searches had no results.
One chart, 3 metrics
This update combines those two reports into a single report so you can get a clearer high-level picture of what people are searching for, whether the search was successful (shown in green) or not (shown in amber). This helps to show you the hit-rate (the grey line, showing the percentage of searches that were successful), to give you an idea of how thorough your documentation is, and your level of coverage.
Ideally, you want to aim to keep your hit rate above 90% to increase your coverage and keep your users encouraged that the help they need to self-serve is available.
Here's a snapshot of our own search results:
Filter to find the gaps
At an 89% hit rate, we're falling short of the 90% goal... looks like we've got some work to do. So we can filter the results table that sits below the chart, to show us only search misses (searches that had no results) to help increase our coverage.
While there are some obvious test searches in there from people, we can see that there have been some searches for "glossary", "tour", "manuall", so we can use those as starting points for some new help content to improve our coverage.
New Features
Search hit rate report
Combined "Searches with results" and "Searches without results" into a single report
We released a more powerful way to help your users solve their own questions, and reduce your support load. Codenamed GateKeeper, it's available for all customers using the support module.
Another major update for this month that warranted its own release notes, was the redesign of our main layout to be much cleaner, easier on the eye, and easier to navigate. It also came with two new sections on the dashboard to improve clarity and speed in getting where you need to go, and seeing what's going on with your account.
Smart Groups are a way for you to define segments of users, so you can control what modules they have access to (soon this will also be used for article access control).
When creating a rule for a smart group, from the list of comparators, there's a new option for " matches ". If you select this option, you can enter in a regular expression to match on.
Content dashboard updates
To make managing your content easier, we've worked on a few things that have be repeatedly requested (Thanks! Keep the feature requests coming):
Bulk publish & Delete
To help in quickly releasing or removing a set of content in one go, you can now check a box for each row, and click on the bulk actions, Publish or Delete.
Move a category to sit under another category
Previously, wherever you created the category... that's where it stayed. Now, you can move any top level category to sit below another top-level category, or, move a sub-category to belong under a different top-level category to the one it's currently under.
Quick article preview from content dashboard
Rather than needing to open an article within the editor, now you can quickly peek at it to make sure it's the article you're thinking of first, or just to get a refresher of what's in that article.
This is available from the content dashboard now and will be getting rolled out to the reporting tables shortly.
New Features
When managing your content, you can now bulk publish & delete
Added support for moving a category to be a subcategory of another top level category
Added article previews from content dashboard for quick peeks (coming to other areas soon)
Added regex support when creating smart group rules
Bugfixes
Fixed a short lived issue where img styles bled outside the Assistant styles, causing issues on hosting sites
Today we fully released our new backend layout that aims to be easier on the eye, but more importantly, be easier to use.
Thanks to the early feedback from companies that switched to the new theme early, we were able to also add in a few new features.
All new layout
The main difference in the layout that you'll notice, is that the top blue menu is gone, and replaced with a more subtle left navigation with a popout submenu. A number of internal pages have also had a facelift to bring them in line with the new overall
We love it, and hope you do too!
Here's a quick rundown of what's new:
Reorganised menu structure
As time went on and our feature set grew, we were finding the main menu structure becoming confusing and lacking in a logical structure. So we thought long and hard about where things belonged and reworked the menu into what you see now. We think you'll agree, that things are much easier to find now.
We've grouped the main menu into the following top-level items:
Content
Team Hub
Deliver
This covers everything to do with how you present your content to your users. This covers the Assistant, hosted knowledge base, embedded elements, adding hotspots & helpers.
Reporting
Quick Add
Help
Setup
Account
Recently updated content on the dashboard
To help you pick up where you left off, or keep an eye on what the rest of the team is working on at a glance, we've added in a section to the dashboard that shows you the most recently updated 10 articles, and their current status. You can also see who is the owner of that article.
Your latest hub cards on the dashboard
To keep on top of things, we're also now showing not just a count, but the actual latest 10 cards. With the ability to hover over any card and peek inside to see what it involves. You can also see who the card is currently assigned to.
Any issues or errors, will be shown at the top of the list, so you can act on those first.
Quick-add Menu
In the left nav, there's now a new menu for quick access to adding content, categories, helpers, and hub cards.
This is a great way for you to quickly get to the create screen for anything, no matter where you are.
Show & Hide the active submenu
Sometimes it helps to have the submenu for the section you're in be always open, sometimes... it gets in your way. So we've added a quick toggle to let you control the behaviour.
New Features
New layout
Latest hub cards section in dashboard
Most recently updated articles section in dashboard
New "quick add" menu, for faster creation
Menu toggle
Updates
Redesigned integrations screen
Redesigned modules management screen
Simplified, and more logical main menu structure
Quick access to billing / assistant settings for new accounts
At Elevio, we're all about making the in-app experience for your users as fluid as it can be, and keeping them moving rather than being stuck in a queue waiting for help.
That's why we've spent a lot of time working hard on our ticket deflection feature we're calling GateKeeper.
Less Support Load. Faster Resolutions. Happier Customers.
When your user enters in their query in the support module, GateKeeper uses transfer learning (a type of machine learning technique) to tear apart their request and find the most relevant sections of the most relevant articles in your knowledge base and presents them to the user as suggested help.
It's like having someone on your support team respond to the customer before the ticket is even submitted.
Reporting from our beta testers showed more success than we could have dreamed, with overalldeflection rates around 15%. (This will be dependant on the depth and breadth of your content.)
Deflection Reporting
To help bring extreme clarity to your team and show you where people are getting stuck, you can view a report that will show you what the customer intended to send, what suggestions they were delivered, and which suggestion solved their issue.
This means you're able to uncover where things are causing friction in your product, even when you don't hear about it.
Check out a sample report from our own account below: