Add Knowledge Advanced SmartAssistant

You must edit the ask a question (ask.php) page to add the Knowledge Advanced version of SmartAssistant. Users can submit a questions to a support agent using the Ask a Question page. Users can also see knowledge articles as well as community discussions that match the user-entered text before submitting the question.

You can edit the ask a question page in your existing instance by copying code from the reference implementation ask a question page.

1. Edit the file:

   cp/customer/development/views/pages/ask.php

2. Replace standard SmartAssistant with Knowledge Advanced SmartAssistant by changing this code:

   <rn:condition content_viewed="2" searches_done="1">
      <rn:condition_else/>
      <rn:widget path="input/SmartAssistantDialog" label_prompt="#rn:msg:OFFICIAL_SSS_MIGHT_L_IMMEDIATELY_MSG#"/>
   </rn:condition>

   to:

   <rn:widget path="okcs/OkcsSmartAssistant" view_type="explorer"/>

3. Remove this code:

   [/concept/conbody/ol/licodeblock/i {"fa fa-thumbs-up"}) (i]

   From this section:

   <div class="translucent">
      <strong>#rn:msg:TIPS_LBL#:</strong>
         <ul>
            <li>[/concept/conbody/ol/licodeblock/i
   {"fa fa-thumbs-up"})  (i]#rn:msg:INCLUDE_AS_MANY_DETAILS_AS_POSSIBLE_LBL#</li>
         </ul>
   </div>
   <br>
   <p>#rn:msg:NEED_A_QUICKER_RESPONSE_LBL# <a href="/app/social/ask#rn:session#">#rn:msg:ASK_OUR_COMMUNITY_LBL#</a></p>

Here’s an example of the reference implementation ask a question (ask.php) page:

<rn:meta title="#rn:msg:ASK_QUESTION_HDG#" template="okcs_standard.php" clickstream="incident_create"/>
<div class="rn_Container">
    <div id="rn_PageTitle" class="rn_AskQuestion">
        <h1>#rn:msg:SUBMIT_QUESTION_OUR_SUPPORT_TEAM_CMD#</h1>
    </div>
</div>
<div id="rn_PageContent" class="rn_AskQuestion rn_Container">
    <div class="rn_Padding">
        <form id="rn_QuestionSubmit" method="post" action="/ci/ajaxRequest/sendForm">
            <div id="rn_ErrorLocation">/div>
            <rn:condition logged_in="false">
                <rn:widget path="input/FormInput" name="Contact.Emails.PRIMARY.Address" required="true" initial_focus="true" label_input="#rn:msg:EMAIL_ADDR_LBL#"/>
                <rn:widget path="input/FormInput" name="Incident.Subject" required="true" label_input="#rn:msg:SUBJECT_LBL#"/>
            </rn:condition>
            <rn:condition logged_in="true">
                <rn:widget path="input/FormInput" name="Incident.Subject" required="true" initial_focus="true" label_input="#rn:msg:SUBJECT_LBL#"/>
            </rn:condition>
                <rn:widget path="input/FormInput" name="Incident.Threads" required="true" label_input="#rn:msg:QUESTION_LBL#"/>
                <rn:widget path="input/FileAttachmentUpload"/>
                <rn:widget path="input/ProductCategoryInput" name="Incident.Product"/>
                <rn:widget path="input/ProductCategoryInput" name="Incident.Category" data_type="Category"/>
                <rn:widget path="input/FormSubmit" label_button="#rn:msg:CONTINUE_ELLIPSIS_CMD#" on_success_url="/app/ask_confirm" error_location="rn_ErrorLocation"/>
                <rn:widget path="okcs/OkcsSmartAssistant" view_type="explorer"/>
        </form>
    </div>
</div>