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Guide

A Guide is the fundamental structure of data in Yonyx and is made up of multiple interconnected nodes. You create a guide in a manner that mimics real-life conversation between you (The Expert) and the users who consume these guides (Internal Agents, End Customers, Internal Employees, etc).

Types of Nodes

Guidance Step

Your (the expert’s) instructions to the end user. Each guidance step contains a Title, Body and Follow-On Question. A guidance step can either be a “Root Guidance Step” (a guidance step at the very beginning of the guide) or a “Regular guidance step” (a guidance step anywhere in the middle of the guide).

User Reponse

This is the user’s response. A user response always follows a Guidance Step and is usually a response to the Follow-On question you asked in the preceding Guidance Step.

Title

Each guidance step has three main sections – Title, Body & Follow-on question.

Root Guidance Step Title: This is the title of the entire Guide. It should be viewed as a user’s answer to your asking them “How may I help you?”. It should be worded carefully, kept short and precise with language that invites customers interested in the topic to click on it. Eg. My TV Does not work
Regular Guidance Step Title: This is a summary of the detailed instruction in the “Body” section.

While the Video below shows the Author saving the guidance step after entering the Title, you can proceed to add the Body and Follow-on question content before saving.

Body

The Body section contains detailed description of your incremental instruction to the user. This (optional) section should contain enough information to allow user to follow your instruction and be able to answer the follow-on question in that step. For e.g. if the follow-on question (next video below) were “What is the model number of your TV?”, the Body section should give enough description for the user – e.g. an image of TVs and details of whether they should look in the back right hand corner to look for the Model number, so that they are able to answer the question that follows.

Follow-On Question & Author’s Notes

Follow-On Question: As you saw earlier, the Yonyx guide is a multi-media flowchart. The follow-on question in a guidance step prompts the users to follow one of the branches in the flowchart by choosing a user response to this question.

Eg. Is your TV plugged into the wall socket?

Author’s Notes: This (optional) section allows Authors to write notes to themselves. These notes are not visible to Users. As you will see later, guidance steps containing such author notes are also highlighted in Map View.

Upon saving the Root Guidance step, you are now in “Slide View”. Slide View (interactive view) and Map View (flowchart view) are two views of the same Yonyx guide available just for the Authors. Neither of these views show how the guide will be visible to the end users.

User Responses

User Responses are worded as possible answers to the Follow-On Question you asked in the preceding Guidance Step. Users traversing through your guide choose a user response to follow a path through the multimedia flowchart, e.g.

Follow-on question of preceding step: Is your TV plugged into the wall socket?
User Response 1: Yes it is
User Response 2: No, it’s not

Slide View vs Map View

So far you have created one guidance step (also known as the root step) & added two user responses. Now let us show you how you can switch from Slide View (the interactive view of your guide) to Map View (the flow chart view of the same guide) and vice versa.

Slide View is used by Authors to go through the guide interactively along a pathway, and make necessary edits to any guidance step or user response along the path. Map View is used to get the “aerial view” of your guide.

Add a Guidance Step

Each Yonyx guide is a string of interconnected guidance steps and user responses. A guidance step follows one or multiple user responses, but each user response can only lead to one guidance step. Let us add a guidance step following the first user response. Just like the root step, you will add a Title (summary of your instruction to the user), Body (Optional detailed description of your instructions) and a follow-on question (that users can answer by choosing user responses you will add) and (optional) Author’s notes.

Copy Paste User Responses

You can work on building your guide “depth first” or “width first”. We recommend “depth first” in most cases. This means you continue building out a path completely till you reach a Leaf guidance step (i.e. a step that is the ending node of a path). A Leaf step doesn’t have a follow-on question.

While building your guide, you will now add more user responses to the guidance step you just added. You can do that manually by choosing +Response from the menu option, or you can copy/paste responses as shown below.

Connect User Response to a Guidance Step

You can now continue adding more steps to the guide (as shown) and build out the tree. However a tree structure expands exponentially as you grow the number of steps of user interaction and you may find yourself duplicating content along multiple pathways. Yonyx is built on a proprietary graph database that enables you to converge multiple pathways and avoid such exponential growth of nodes and duplication of content.

This is done through the “Connect” feature (as shown below). Multiple user responses can be connected to the same guidance step using this feature. Connections can be made from left to right or right to left (i.e. the user response you are connecting may be located anywhere in the guide with respect to the guidance step you are connecting it to).

A user response cannot be connected more than one guidance steps, but a guidance step can have multiple user responses connecting to it.

Disconnect User Response from a Guidance Step

You can also disconnect a user response that is already connected to a guidance step. After disconnection, such user response is available for connecting it to another guidance step – or for adding new guidance step following it.

A user response that is just left dangling is called an “Orphan” user response and is stripped off from the user view of the guide.

User View

You can see the User View of your guide by choosing the “Preview” option from either Slide View or Map View. The User View of your guide is the view that your end users (Internal employees or External customers) will see. This is completely responsive view where any images, videos etc. that you may add to a guidance step will resize itself according to the screen-size or the device the user is trying to access the guide from.

There are different workflows supported (by default) for a guide accessed in User View for Internal vs External users. We will discuss this in subsequent sections.

Let us help you evaluate.

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