Tags provide categorization of Expert Assist knowledge. Users can subscribe to one or more tags to be automatically informed when a relevant question has been asked, if configured within flow, as well as being able to quickly filter Expert Assist questions in the workspace to 'my tags'. In addition, tags are used in the Get Experts flow action as a way of finding users that can potentially answer a question that has been asked.
The information below is specific to the administration pages.
Subscribing Users to Expert Assist Tags
Users that are experts or interested in specific areas of the business can subscribe and unsubscribe to / from tags. It is recommended to let users make their own selection via the workspace, but administrators can also complete this task on the user's behalf.
- Click Users from the left-hand navigation menu.
- Click the ellipsis (three dots) button on the far right of the user you would like to edit, then select Edit Tags from the drop-down list.
- In the popup that appears, you can select / deselect the tags the user is an expert / interested in. If required, there is a search option, which will filter the tags displayed.
- Once complete, click the OK button to save your changes.
Create a New Expert Assist Tag
- Click Expert Assist from the left-hand navigation menu.
- Click the Manage Tags button in the top-right of the screen.
- A list of existing tags will be displayed along with their corresponding keywords and subscribed users.
- To create a new tag, click Create Expert Assist Tag.
- Enter the name of the new tag along with any associated keywords that would describe this tag; each new keyword is added by clicking the New button under the keywords heading. You do not need to repeat the tag within the keywords.
- Once you have entered the tag along with its keywords, click OK to save them.
Edit an Existing Expert Assist Tag
- Click Expert Assist from the left-hand navigation menu.
- Click the Manage Tags button in the top-right of the screen.
- A list of existing tags will be displayed along with their corresponding keywords and subscribed users.
- Click the ellipsis (three dots) button on the far right of the tag you would like to edit, then select Edit from the drop-down list.
- Within the popup that appears, you can edit the tag name and corresponding keywords. Once complete, click Saveto save your changes.
Delete an Existing Expert Assist Tag
- Click Expert Assist from the left-hand navigation menu.
- Click the Manage Tags button in the top-right of the screen.
- A list of existing tags will be displayed along with their corresponding keywords and subscribed users.
- Click the ellipsis (three dots) button on the far right of the tag you would like to delete, then select Delete from the drop-down list.
- Click OK to confirm the deletion.
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