Storyboard: Title: KANA Knowledge Tool Training

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Storyboard
Title: KANA Knowledge Tool Training
Module Name
Simulation Training for KANA Knowledge Tool
Course Description
A hands on training to practice KANA Knowledge Tool as a Web based application
Training Format
Simulation
Training Audience
Primary audience includes CSR team
Training Type
Knowledge
Media Components
Other Information
Images
Systems & Application

Audio
Video
Job Aids
External Web Resources
This module will provide CSR team to hands on mock environment in order to familiarize and learn
the different KANA Knowledge tool features. This will enable users to navigate and search for
content over the KANA Tool.
Version Control
Please follow these steps when you receive a document to be reviewed:
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Version
1.0
Date (mm,dd,yyyy)
07/19/2016
Author
SP
File Name: KANA Knowledge Tool eLearn Module

Author: Learning and Development
Description of Changes
Create Storyboard
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Course Map
KANA Knowledge Tool Simulation Training
1. Introduction
1.1. Welcome (topic level)
1.1.1.Learning Objectives
2. Navigation
2.1. Login Page
2.2. Menu Options
3. Searching Content
3.1. Search Cloud
1.0 Welcome
1.1 Learning
Objectives
3.0 Searching
Content
4.0 Knowledge
Widgets
3.2. Browse Tags

3.3. Filters
3.4. Search Terms
3.5. Search Results
4. Knowledge Widgets
4.1. Knowledge Alerts
4.2. Featured Content
4.3. Top Content
5. Viewing Content
5.1. Public and Private Information
5.2. Tags
5.3. Related Content
5.4. Content Type

2.0 Navigation
5.0 Viewing
Content
6.0 Feedback
Assessment
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5.5. Featured Content

6. Feedback
6.1. Content Feedback
6.2. Rating Content
6.3. Feedback Comments
7. Assessment

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Sample Screens Layouts
On-screen content with Left vertical navigation buttons

with content that appears either on-click or on-hover
On-screen content with horizontal navigation buttons with

content and image that appears either on-click or on-hover
On-screen content with horizontal bottom navigation

buttons with content and right t avatar image; either onclick or on-hover
On-screen content with left avatar
On-screen content with left avatar
On-screen with horizontal image buttons; either on-click or

on-hover

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On-screen static page with horizontal image

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Label
1.0 Introduction
Mock Sample
Thumbnail
*(Welcome screen)
Title
1.1 Welcome
Sub-title
KANA Knowledge Tool Simulation Training Course
Header
N/A
Sub-Header
N/A
Body
N/A
Instructional Text
N/A
Audio Script
N/A
Image & Image Source
B2B Bank Logo will be inserted accordingly standard template
Designer Notes
N/A

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Label
1.0 Introduction
Mock Sample
Thumbnail
N/A
Title
1.1.1 Learning Objectives
Sub-title
By the end of this simulation training you will be able to
Header
N/A
Sub-Header
N/A
Body
Navigate and search for content on the KANA Knowledge tool to answer Customer inquiries
Instructional Text
Click Start to begin
Audio Script
N/A
N/A
Designer Notes
N/A

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Label
2.0 Navigation
Mock Sample
Thumbnail
N/A
Title
2.1 Login Page
Sub-title
Welcome to the login page
Header
N/A
Sub-Header
N/A
Body
Here you will be required to log into KANA Knowledge Tool web-based application using your windows username and
password.
Note: Please use same username and password as windows login
Instructional Text
Step 1: Type in the username : training

Step 2: Type in the password : training
Step 3: Click login
NOTE: You will be prompted with a notification asking you to continue login, if in the case you are logged in already
from another computer.
Audio Script
N/A
N/A
Designer Notes

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Label
2.0 Navigation
Mock
Sample
Thumbnail
Title
2.2 Menu Options
Sub-title
N/A
Header
Lets familiarize ourselves with the different available menu options and navigation tools

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Sub-Header
to explore the KANA Knowledge Tool
Body
This screen is the main menu

3 Sections include: far left search cloud feature, center search results and far right document viewer pane.
Instructional
Text
Hover your mouse over the different menu options and icons to learn more
1)
2)
3)
4)
5)
6)
7)
Search Cloud
Browse Tags
Filters
Search Terms
Top Content
Featured Content
Bookmarks
NOTE: Please note only after exploring each part of the screen you will be able to move to the next screen
Audio Script
N/A
Image &
Image
Source
N/A
Designer
Notes
Include hotspots to allow user to hover on each item on the above attached screen
this will allow user to familiarize themselves with the different menus and items

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Label
3.0 Searching Content
Mock Sample
Thumbnail
N/A
Title
Sub-title
This section provides information on searching for and viewing knowledge content.
Header
N/A
Sub-Header
N/A
Body
CSRs can search for and filter content using the features highlighted on this screen
Instructional Text
Click on each highlighted area to learn more

1)
2)
3)
4)
5)
Search Cloud
Browse Tags
Filters
Search Terms
Search Results

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Label
Mock Sample
Thumbnail
Title
3.1 Search Cloud
Body
When you are searching for knowledge content, it is possible to apply different filters.
It is possible to refine your search by adding tags (using the Browse tree), applying filters, or removing filters.
Filters can be removed and reset using either the Search Cloud, or the Filter options.
Each filter in the Search Cloud will display a tooltip when you mouse over it, providing information on the type of filter
it is.
Instructional Text
Hover your mouse over the different filters to learn more

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Label
Mock Sample
Thumbnail
Title
3.2 Browse Tags
Sub-title
Tags are used to categorise documents.
Header
N/A
Sub-Header
N/A
Body
Documents, such as Articles or FAQs, can be tagged with specific criteria to aid efficient searching and browsing.
Within the Knowledge Authoring Desktop, tags are used to refine the criteria when searching for documents.
Instructional Text
Click on the plus symbol to expand the list of tags.

Click the Show Me button to see how it works.
Button Label A
Show Me

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Label
Mock Sample
Thumbnail
Title
3.3 Filters
Sub-title
N/A
Header
N/A
Sub-Header
N/A
Body
Filters can be used to limit the search based on certain criteria. The search results will be limited to only the
documents which meet the selected criteria.
Out of the box, CSRs can search using the following filters:
-
Product
Region
Content Category
Content ID
Note: If there are no keywords specified in the search box, the search is run across all available knowledge content.
Instructional Text
Click the Show Me button to see how it works
Button Label A
Show Me

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Label
Mock Sample
Thumbnail
N/A
Title
3.4 Search Terms
Sub-title
N/A
Header
N/A
Sub-Header
N/A
Body
This is a search box where you can enter text to include in the search. Documents which contain the entered text or
synonyms of the entered text in their Reusable Content Links or in the document body are returned.
To view all available knowledge content, enter * as the search term.
When searching for knowledge, if entering a multi-word search term returns no results, the application returns
Suggested Searches instead.
For example, searching for Test Knowledge Document returns no results, the Suggested Search functionality looks for
results under Test Knowledge, Knowledge Document and Test Document, as shown in the Show Me.
Instructional Text
Click the Show Me button to see how it works.
Button Label A
Show Me

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Label
Search Cloud Simulation Practice
Mock Sample
Thumbnail
Title
Search Cloud
Sub-title
Simulation Exercise
Header
N/A
Sub-Header
Now that we have reviewed the different search features under the Search Cloud navigation
Body
Follow the steps to complete the simulation:
Instructional Text
1) Click on the plus symbol to expand the list of tags under Browse tags
2) Expand the Account Setup / Applications
3) Click the Status of Application tag
4) Click the first available result
Button Label A
Next

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Label
4.0 Knowledge Widgets
Mock Sample
Thumbnail
Title
4.1 Knowledge Alert
Sub-title
N/A
Header
N/A
Sub-Header
N/A
Body
The Knowledge Alerts widget lists the 20 most recently published Knowledge Alert content items. The Refresh button
can be used to ensure that the most up to date list of knowledge alerts is being displayed.
Instructional Text
Click the Show Me button to see how to navigate to the Knowledge Alert list
Button Label A
Show Me
Button Label A Content
Next

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Label
Mock Sample
Thumbnail
Title
4.2 Featured Content
Sub-title
N/A
Header
N/A
Sub-Header
N/A
Body
This widget lists the 20 documents which were most recently marked as featured.
Instructional Text
Button Label A
Show Me
Next

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Label
Mock Sample
Thumbnail
Title
4.3 Top Content
Sub-title
N/A
Header
N/A
Sub-Header
N/A
Body
This widget displays a list of the top 10 documents, depending on the configuration, which have been viewed most
often by Knowledge Authoring users in the previous seven days.
Instructional Text
Button Label A
Show Me
Next

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Label
Mock Sample
Thumbnail
N/A
Title
Simulation Practice 1
Sub-title
N/A
Header
N/A
Sub-Header
N/A
Body
N/A
Instructional Text

Step 1: Locate and select the Top Content widget
Step 2: Find the Tag: Multiple Business Lines and Single Topic
Button Label A
Next

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Label
Mock Sample
Thumbnail
Title
Simulation Practice 2
Sub-title
N/A
Header
N/A
Sub-Header
N/A
Body
Instructional Text

Step 1: Locate and select the Featured Content widget
Step 2: Find the Tag: Mortgage Address and Phone Number Change
Button Label A
Next

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Label
5.0 Viewing Content
Mock
Sample
Thumbnail

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Title
Viewing Content
Sub-title
Public and Private Information
Header
N/A
Sub-Header
N/A
Body
After you have searched for content, clicking a search result opens the Knowledge Content item in the left hand pane. Knowledge
Content items contain the following sections:
1)
2)
3)
4)
5)
6)
Instructional
Text
Public and Private information

Tags
Related Content
Bookmark
Content Type
Featured Content
Click on each section to learn more
Button Label
A
Public and Private Information
Button Label
A - Content
Public information is made available to all Knowledge Authoring users and is also visible to contact centre Agents and Web SelfService users. Private information can only be viewed by Knowledge Authoring users, i.e. authors, reviewers and managers.

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Label
5.0 Viewing Content
Mock
Sample
Thumbnail

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Title
Viewing Content
Sub-title
Tags
Header
N/A
Sub-Header
N/A
Body
1)
2)
3)
4)
5)
6)

Tags
Related Content
Bookmark
Content Type
Featured Content
Instructional
Text
Button Label
A
Tags
Button Label
A - Content
Tags are used to categorise documents. Documents, such as Articles or FAQs, can be tagged with specific criteria to aid efficient
searching and browsing. Within the Knowledge Authoring Desktop, tags are used to refine the criteria when searching for
documents.

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Label
5.0 Viewing Content
Mock
Sample
Thumbnail

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Title
Viewing Content
Sub-title
Related Content
Header
N/A
Sub-Header
N/A
Body
1)
2)
3)
4)
5)
6)

Tags
Related Content
Bookmark
Content Type
Featured Content
Instructional
Text
Button Label
A
Related Content
Button Label
A - Content
If a document contains information which is related to the information in another document, you can use the Related Content
feature to identify that there is a relationship between the items. Knowledge Authoring users are then able to see the related
document in a list.

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Label
5.0 Viewing Content
Mock
Sample
Thumbnail

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Title
Viewing Content
Sub-title
Bookmark
Header
N/A
Sub-Header
N/A
Body
1)
2)
3)
4)
5)
6)

Tags
Related Content
Bookmark
Content Type
Featured Content
Instructional
Text
Button Label
A
Bookmark
Button Label
A - Content
CSRs can bookmark documents. When you click on the bookmark icon for a document, it will be added to the My Bookmarks list.
You can remove an item from the list by opening the item, clicking on the bookmark icon and selecting remove.

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Label
5.0 Viewing Content
Mock
Sample
Thumbnail

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Title
Viewing Content
Sub-title
Content Type
Header
N/A
Sub-Header
N/A
Body
1)
2)
3)
4)
5)
6)

Tags
Related Content
Bookmark
Content Type
Featured Content
Instructional
Text
Button Label
A
Content Type
Button Label
A - Content
The icon denoting the type of content is displayed here. Out of the box, the available content types that can be viewed are:
Alert
Article
FAQ
Uploaded Document
Script/Decision Tree (if enabled by an Administrator)
Spidered Content

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Label
5.0 Viewing Content
Mock
Sample
Thumbnail

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Title
Viewing Content
Sub-title
Featured Content
Header
Sub-Header
Body
N/A
N/A
After you have searched for content, clicking a search result opens the Knowledge Content item in the left hand pane.
Knowledge Content items contain the following sections:
1)
2)
3)
4)
5)
6)
Instructional
Text
Button Label
A
Button Label
A - Content

Tags
Related Content
Bookmark
Content Type
Featured Content

Featured Content
CSRs can mark documents as featured to highlight that they are of particular interest to the user. The icon changes
colour depending on whether a document is featured.
Featured:
Not featured:

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Label
Feedback
Mock Sample
Thumbnail
Title
6.1 Content Feedback
Sub-title
N/A
Header
N/A
Sub-Header
N/A
Body
The Knowledge Tool includes mechanisms for users to provide feedback to the Authoring team. Everyone who can
view the content can provide feedback. This feedback takes two forms, rating and comments. The average rating of an
item will influence its ranking in search results. Comments allow users to clarify any issues they have found in the
knowledge content. Feedback will generate a Work Item that will appear in the Work List. The rating options are
displayed in the top right corner of a document. Feedback automatically takes on the locale of the content.
Instructional Text
Button Label A
Next

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Label
Feedback
Mock Sample
Thumbnail
Title
6.2 Rating Feedback
Sub-title
N/A
Header
N/A
Sub-Header
N/A
Body
When users view content, they have the option of providing feedback in the form of a rating. Ratings are relative
numerical values, typically applied using a graphic star scale, that influence the order of search results. Ratings are
shown to users as part of the search results and may influence which documents they view. A document that has a
high rating will be returned higher in the search results than a document that has a low rating.
By default, Rating uses a five star scale. Users click on the star that corresponds to the value they wish to apply. Each
document has an initial neutral value of 3 (stars) though this is not visible to users.
Instructional Text

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Label
Feedback
Mock Sample
Thumbnail
Title
6.3 Rating Feedback
Sub-title
Header
Sub-Header
Body
Feedback comments allow users to provide a greater clarity on their rating directly to the Knowledge Authoring team.
If a user clicks on the feedback button , or applies a rating of one or two stars, a Submit Feedback dialogue window
will open automatically which allows the user to select from a dropdown list of feedback areas, for example Content is
incorrect or Content contains spelling errors.
Optionally, users can provide more detailed information by adding comments. Users also have the choice to provide
their name and email address to request notification when the feedback is processed by ticking the Notify Me
checkbox.
Instructional Text

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Label
Feedback
Mock Sample
Thumbnail
Title
Feedback : Rating and Comment
Sub-title
Simulation Practice
Header
N/A
Sub-Header
N/A
Body
Now that we have completed this section of the training, please follow the steps to complete the simulation practice
scenario.
In this scenario we will find a document and provide a rating and comment feedback.
Instructional Text
Rating Feedback
To start:
Step 1: Click the Top Content widget
Step 2: Locate a document called: Tag: Multiple Business Lines and Single Topic
Step 3: Provide a rating feedback of 4 stars
Button Label A
Next

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Label
Feedback
Mock Sample
Thumbnail
Title
Feedback : Rating and Comment
Sub-title
Simulation Practice
Header
N/A
Sub-Header
N/A
Body
Now that we have completed this section of the training, please follow the steps to complete the simulation practice
scenario.
In this scenario we will find a document and provide a rating and comment feedback.

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Instructional Text
Comment Feedback
To start:
Step 1: Click the Top Content widget
Step 2: Locate a document called: B2B Test Decision Tree
Step 3: Click the comment feedback icon
Step 4: Provide a brief feedback
Step 5: Click submit
Button Label A
Next

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Label
Simulation Practice
Mock Sample
Thumbnail
N/A
Title
Knowledge Check Practice
Sub-title
N/A
Header
N/A
Sub-Header
N/A
Body
Now that we have completed the simulation training, let us follow the steps to complete the simulation scenario.
In this scenario we will be able to browse, search view content during a call with the customer.
Instructional Text


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P a g e |1

Simulation Training for KANA Knowledge Tool

A hands on training to practice KANA Knowledge Tool as a Web based application

Primary audience includes CSR team

Systems & Application

External Web Resources

File Name: KANA Knowledge Tool eLearn Module

3.2. Browse Tags

File Name: KANA Knowledge Tool eLearn Module

5.5. Featured Content

File Name: KANA Knowledge Tool eLearn Module

Sample Screens Layouts

On-screen content with Left vertical navigation buttons

On-screen content with horizontal navigation buttons with

On-screen content with horizontal bottom navigation

On-screen content with left avatar

On-screen content with left avatar

On-screen with horizontal image buttons; either on-click or

File Name: KANA Knowledge Tool eLearn Module

On-screen static page with horizontal image

File Name: KANA Knowledge Tool eLearn Module

File Name: KANA Knowledge Tool eLearn Module

KANA Knowledge Tool Simulation Training Course

Image & Image Source

B2B Bank Logo will be inserted accordingly standard template

File Name: KANA Knowledge Tool eLearn Module

1.1.1 Learning Objectives

By the end of this simulation training you will be able to

Click Start to begin

Image & Image Source

File Name: KANA Knowledge Tool eLearn Module

2.1 Login Page

Welcome to the login page

Step 1: Type in the username : training

Image & Image Source

File Name: KANA Knowledge Tool eLearn Module

2.2 Menu Options

File Name: KANA Knowledge Tool eLearn Module

to explore the KANA Knowledge Tool

This screen is the main menu

File Name: KANA Knowledge Tool eLearn Module

3.0 Searching Content

3.0 Searching Content

Click on each highlighted area to learn more

File Name: KANA Knowledge Tool eLearn Module

3.0 Searching Content

3.1 Search Cloud

Hover your mouse over the different filters to learn more

File Name: KANA Knowledge Tool eLearn Module

3.0 Searching Content

3.2 Browse Tags

Tags are used to categorise documents.

Click on the plus symbol to expand the list of tags.

File Name: KANA Knowledge Tool eLearn Module

3.0 Searching Content

Click the Show Me button to see how it works

File Name: KANA Knowledge Tool eLearn Module