A Yonyx Customer is assigned a distinct subdomain, such as https://customer.yonyx.com/. Every decision tree created by any Author has a URL that begins with this specific subdomain. Each customer subdomain can have multiple lines of business (LOBs) and is setup with two LOBs to begin with. These two LOBs are called “Self Service” and “Customer Service”.
A decision tree needs to be published to an LOB before it can be accessed by users other than its Authors or Admins. Each LOB has many configurable properties such as branding, integrations, access controls. Decision trees published to an LOB inherit all its properties. Learn more about LOBs below.
Line of Business:
Each line of business is an independent container of decision trees published to that LOB. Users can access such decision trees through a landing page for the respective LOB. Such a landing page can have multiple catalogs. Click Here for an example landing page. Each catalog is a subcontainer for a category of decision trees E.g. an LOB called Customer Service may have catalogs called Troubleshooting, How Tos, and Onboarding Processes etc. and another LOB called Home Improvement Projects may have catalogs called Solar, HVAC, Windows with multiple decision trees published under each catalog.
Adding New Lines of Business:
By default, each new customer subdomain is pre-set with two lines of business (LOBs) – one called Customer Service and another called Self Service. Yonyx Admins can add additional LOBs by requesting Yonyx to increase the quota of LOBs for your customer subdomain. Once an LOB is added by a Yonyx Admin, it cannot be deleted. It can be renamed, reconfigured, re-branded etc. but not deleted.
Access Controls per Line of Business:
Each line of business (LOB) is configured for one of three access controls:
- Public: Decision trees are open to all users without the need for authentication. These trees are also accessible through popular Search Engines (such as Google and Bing). This functionality is pre-set as the default for a Line of Business (LOB) named “Self Service” for each new customer subdomain. If necessary, Yonyx has the capability to deactivate the publication of decision trees linked to this LOB on search engines like Google and Bing. In such instances, any anonymous user with the URL of a decision tree or a page containing the embedded decision tree will still be able to access it, but the content of these decision trees will not appear in search engine results.
- Private: Guides are accessible post authentication (Username/Password or through SSO). Only specific named users who have been added to this LOB by a Yonyx Admin, can access the decision trees published in this LOB.
- Private Auto Enroll: Decision trees published in this LOB are accessible post authentication (Username/Password or through SSO). This functionality is pre-set as the default for a Line of Business (LOB) named “Customer Service” for each new customer subdomain. Authenticated users are automatically added to this LOB. Each LOB that is configured for “Private Auto Enroll” access rights, can also support SAML 2.0 based SSO (Single Sign On) with one or multiple identity providers (idPs). This access control is most popular for internal use within a technical support call center, a customer service organization or an inside sales team.
Access controls for any LOB can only be changed by Yonyx. Please send such requests to support@yonyx.com
Integration with CRMs:
Each Landing Page can be embedded in an iFrame in any browser based Container App. Any electronic communication (such as reading/writing of data from CRM systems) once configured applies to all decision trees published under an LOB. Learn more about integration.
Configuring the Landing Page for a Line of Business:
Click Here to learn to access a landing page for one of your LOBs.
Each landing page has a browse and a search tab that are configurable.
Configuring Browse Tab:
This tab displays a list of catalogs and all decision trees published under each catalog. Click Here for an example landing page. By default, a new LOB is setup with one catalog. This catalog is called “Customer Name Customer Service” or “Customer Name Self Service” based on the line of business.
Rename or Hide a Catalog: To rename a catalog, follow the steps below:
- Login to Yonyx as an Admin.
- Choose Administration Console from the Gear dropdown.
- Click Manage under the name of the LOB (e.g. choose “Customer Service” to configure a landing page for internal use).
- Click Catalog tab in second row.
- Rename the Catalog chosen from the drop-down in the first row and Save.
- Note, you can also hide or unhide a Catalog from here.
Add new Catalog: To add a catalog, follow the steps below:
- Login to Yonyx as an Admin.
- Choose Administration Console from the Gear dropdown.
- Click Manage under the name of the LOB (e.g. choose “Customer Service” to configure a landing page for internal use).
- Click “Add New Catalog” button at the bottom of the page.
- Note, that any new catalog gets created as a Hidden Catalog. Choose Catalog tab in second row to unhide it.
- Please note, that a Catalog once added cannot be deleted. You can rename it or hide it as explained above, but not delete it.
Publish Decision Trees to a Catalog: Click Here to learn to publish decision trees to a catalog.
Re-Order Catalogs on a Landing Page: To arrange the order in which Catalogs should appear follow the steps below:
- Login to Yonyx as an Admin
- Choose Administration Console from the Gear dropdown
- Click Manage under the name of the LOB (e.g. choose “Customer Service” to configure a landing page for internal use)
- Click on “Sort Catalogs” button at the bottom of the page. Now drag and move the catalogs on this page to match the order in which they should appear on the Landing Page.
- Please note, hidden catalogs (and any decision trees published under such catalogs) will not appear on the landing page.
Re-Order Decision Trees within a Catalog: To arrange the order in which decision trees should appear under a Catalog name, follow the steps below:
- Login to Yonyx as an Admin
- Choose Administration Console from the Gear dropdown
- Click Manage under the name of the LOB (e.g. choose “Customer Service” to configure a landing page for internal use).
- Choose the Catalog from the CATALOG drop-down on the first row.
- Now click on “Catalog” tab in the second row.
- Now click on “Sort Guides” button.
- By default, each catalog is set up to present decision trees in order of popularity. The Yonyx platform considers the number of visits to the root node of each decision tree within the last two weeks by all users, to dynamically rearrange the order of decision trees each time the landing page is accessed.
- To customize the order in which decision trees are displayed under a catalog, choose the “Custom Order” feature from the drop-down menu. This allows you to drag and rearrange the trees in the desired order within the catalog.
- It’s worth noting that when you choose “Custom Order”, you should also choose whether newly published decision trees should appear at the top or bottom of the list by selecting the appropriate option from the drop-down menu on this screen.
The order of catalogs on the Landing Page may be configured by a Yonyx Admin. The order of decision trees published within a catalog is set to popularity sort order (by default). Yonyx platform considers usage by all users across last two weeks of usage to determine such sort order. A Yonyx Admin can change the sort order of the decision trees published in a catalog to a fixed sort order. Hidden catalogs (and decision trees published to such catalogs) are not shown from the browse tab of the landing page.
Configuring Search Tab:
Search tab enables users to perform full text search across all nodes of all decision trees published under any catalog of the landing page (including hidden catalogs). Search from the Landing Page may be configured per LOB:
- Turn off Search Tab – You can request Yonyx to turn off the Search tab from appearing on the landing page altogether. This feature can be configured per LOB.
- Relabel the Search tab – You can request Yonyx to relabel the Search tab – e.g. “Search Sales Scripts” vs “Search Knowledge Trees”. This feature can be configured per LOB.
- Configure Search Behavior – You can request Yonyx to change the default search behavior. This feature can be configured per LOB.
- Search across all nodes of all decision trees published under any catalog in the LOB (default)
- Search across only the root nodes of all decision trees published under any catalog in the LOB.
Configuring Communication Links in User View:
Internal user: When an Internal user accesses a Yonyx decision tree – they see three links (by default) below each guidance step. These three links are also configurable.
- Helpful? Send Compliment – This link enables Agents to send a complimentary message to the Author. The message is sent as an email to the Co-Authors of the decision tree, with a CC to ALL Authors under the customer subdomain. This link can be turned off per LOB, if required.
- Not Helpful? Send Feedback – This link enables Agents to send feedback to the Author. Each Co-Author of the decision tree receives such feedback by email. This feedback also creates a task for the Author, which can be accessed under “My Tasks” from the gear drop-down. The task shows a detailed transcript of the steps traversed by the Agent, including the step from which the feedback was provided. Author can directly edit the specific step to address the feedback, and mark the Task as resolved to remove it from the list of Pending Tasks. Although not recommended, this link can be turned off per LOB, if required.
- Done? Get Transcript – This button is used to mark the end of a journey through a decision tree, capture documentation of the path traversed and associate such journey with a ReferenceID – e.g. Ticket No. or Lead ID. Some aspects of this feature can be configured as described below:
- Reference ID field. A Reference ID field appears on a form shown to internal users when they click Done? Get Transcript button. This field enables call center agents to add a customer ticket number, or lead-id etc. to be able to cross-reference incidents in Yonyx with tickets or leads in a CRM. Reference ID can also be captured by passing a URL parameter ( add &rid=12345 to the URL, where 12345 is a lead-id or case-id for a ticket) to the decision tree. Thus, if required, the Reference ID field can be turned off by Yonyx.
- Include/Exclude Transcript Hyperlink – A Hyperlink to the Incident (journey through the decision tree) may be included or excluded from the transcript summary field.
- Include/Exclude Transcript Text – A text version of the Incident (journey through the decision tree) may be included or excluded from the transcript summary field.
- Instruction Language: The default language – e.g. “Please copy/paste this Transcript URL in the customer incident record instead of writing after-call summary.” can be changed by Yonyx.
External user: When an External user (such as an anonymous end customer performing customer self service) accesses a Yonyx decision tree – they see two links (by default) below each guidance step. These links are also configurable:
- Helpful? Send a Compliment – This link enables external users (e.g. anonymous users doing customer self service) to send a complimentary message to the Author. The message is sent as an email to the Co-Authors of the decision tree, with a CC to ALL Authors under the customer subdomain. This link can be turned off per LOB, if required.
- Unable to resolve? Submit a Support Request – This link enables external users (e.g. anonymous users doing customer self service) to submit a support request when they are unable to resolve an issue via interactive self service. The link itself can be turned off if required, by Yonyx. Following aspects related to this link can be configured by Yonyx:
- Configure text for the link e.g. “Need help? Submit a request”
- Configure Case Escalation Form
- Configurable Support Language.
- Add Configurable data capture elements – Text boxes, Check boxes, drop-downs etc.
- Add file attachments so that log files, pictures etc. can be provided by customer submitting a support request.
Configuring Navigation Buttons in User View:
There are four buttons that appear at the bottom of every guidance step in User View. All of some of these buttons can be turned off per line of business. These buttons are:
Back: This button functions similarly to the browser’s back button. Users appreciate its convenience, particularly when the Yonyx decision tree is integrated within an iFrame on either a Container App or a web page.
Home: This button navigates users back to the root node, offering a convenient means for those who have veered off course to return and choose a different path. Internal users are advised to utilize the “Done? Get Transcript” button instead, to conclude an Incident and initiate a new one. Utilizing the “Home” button concatenates all user actions within a single incident.
Browse: This button takes user to the Browser tab of the Landing Page for the line of business where the decision tree is published.
Search: This button takes user to the Search tab of the Landing Page for the line of business where the decision tree is published.
Configure Version History:
By default, any Line of Business (LOB) set up with Private or Private Auto-Enroll access privileges will exhibit a chronological record of modifications made to each guidance step by any Co-Author. Users can view each prior version of the guidance step content, along with the corresponding date, timestamp, and the author responsible for saving the version. This option is configurable – so if required, it can be turned off per LOB.
Configuring Branding:
Decision trees can be branded by Yonyx through custom CSS stylesheet(s) per line of business. Thus, each LOB can have different branding styles. When a decision tree is published to an LOB, it inherit the branding of that LOB.
Branding includes:
- Replacing Yonyx Logo with a customer Logo.
- Configuring Font type, Font size and Font color for guidance steps and user responses.
To get started with branding your decision trees, please review the branding requirements here
Configuring Footer Message:
Each LOB can be configured with its own Footer/GDPR message. This message will appear below each step of all decision trees published to such LOB. Examples of such messages include, Legal Disclaimer, GDPR Related Privacy Message, Published Hours for Live Support etc.
