The context-sensitive help for the Emplifi Agent training environment now goes to our new (Training) documentation site.

After v12.2 GA, the context-sensitive help for the Emplifi Agent production environment will go to our new (Production) documentation site.

Because of the above, this site is no longer updated and will be deprecated after the release of v12.2 GA.

InfoCenter Suggestions and Alerts

There are several different ways that you can make InfoCenter entries available to users. Some methods cause the information to be displayed automatically, while others wait until the user requests information. The following sections discuss the most common places that you will use InfoCenter entries.

InfoCenter Entries Attached Directly to Categories and Codes

You can attach InfoCenter entries directly to a category, to a folder within a category hierarchy, or to specific codes within a category. For information, refer to Defining Categories and Defining Codes.

Category Level: If the user clicks Display Catelog Entries in the Application Menu while the cursor is in the field for this category, the specified InfoCenter entry will be displayed.
Category Folder Level - Alert: When the user selects any code below this folder level, the indicated InfoCenter entry will be automatically displayed to the user. If another alert is specified on the code itself, that one will override.
Category Folder Level - Catalog: When the user selects any code below this folder level and then clicks Display Catalog Entries in the Application Menu, the selected InfoCenter entry will be displayed. If another catalog entry is specified on the code itself, that one will override.
Category Code Level - Alert: When the user selects this code on a case, the specified InfoCenter entry will be automatically displayed.
Category Code Level - Catalog: When the user selects this code on a case and clicks Display Catalog Entries in the Application Menu, the selected InfoCenter entry is displayed.

InfoCenter Entries Activated Through Suggestions

You can create standard Suggestion Rules that causes the InfoCenter entries to display based on the rules you define. Just like other suggestions, you set up one or two driver categories, then select driver and suggestion codes for the suggestions. For information, refer to Defining Suggestions.

Suggested Alerts: These work similarly to alerts defined either on the catalog or code, except that you can define up to two driver codes instead of just one. Suggested Alerts are always run automatically.
Suggested Information: These are activated when the user clicks Display InfoCenter Entries in the Application Menu. Suggested Information is always run manually.
Suggested Responses: These are almost identical to suggested alerts. The main difference is that the user's experience level is considered before displaying the InfoCenter Entry. For information, refer to the Experience Level field on the InfoCenter Definition.

InfoCenter Entries Attached to Survey Questions

InfoCenter Entries can be attached to individual questions on a survey in a variety of ways. You can set up both alerts and catalog (on-demand) entries on a question. You can have the entries always apply, or only when there is no response given to the question. For information, refer to Defining Survey Questions.