ATG Self Service with Authoring uses the same architecture as ATG Self Service, however, it operates with Call Center Mode turned off. As such, agents have access to a limited version of ATG Service Center that allows them to author and review solutions. ATG Self Service with Authoring provides access to the Research, Contribute, and Tasks tabs, which enables the ability to write and review solutions. Users can access the Query Builder and certain Helpful Panels (Favorites, Recently Viewed, Recent Searches, Search Results, Open by ID). Users can also escalate issues, but only using e-mail. Additionally, access rights are limited with ATG Self Service with Authoring, providing only Author and Review rights. Workflows are also simpler, with fewer steps.
ATG Service Center for ATG Self Service with Authoring omits the following elements:
Ticketing related functionality:
Global Tickets panel (including Active Tickets, Ticket, Customer)
Tickets, Customer, and Respond tabs
Open by Ticket ID (in the Open by ID Helpful Panel)
Ticketing Next Steps
Start/End Call Buttons
Link/Unlink Solution Next Steps
Add to Linked Documents right-click-menu item (on the Favorites, Recently Viewed and Recommended Reading Helpful Panels)
Hot Solutions Helpful Panel
Use Count Breakdown report
Use Count display in solutions
Use Count display in search results
Hot Solutions Preferences in Utilities > Preferences page
Workflows are limited:
Propose workflow is not available
Publish Internal workflow step is not available
