Setting up the Starter Case Base

The starter case base serves as a starting point for you to begin building the case base for your Virtual Assistant. This starter case base must first be imported into the Knowledge Console before it can be used. Also, make sure that the user configuring the Virtual Assistant has the required permissions on the imported case base folder. For more information on assigning permissions, see eGain Author's Guide to the Knowledge Console.  

Import the starter case base before creating a portal for Guided Help so that it is available during the portal creation process.

To import the starter case base: 

1. In the Navigation Menu, browse to Authoring > Case Bases.

2. On the Case Base page, click the Import/ Export  multi-button.

3. Select the Import Case Base option.

4. In the Import Case Base window, provide the following details:

   1. Import File Name (.zip): Type the path or browse to the zip file to be imported.

   2. Case Base Name: Provide a name for the case base if you want to change the name of the case base that you are importing.

   3. Article Folder Name: Provide the name of the KB folder where all the articles for the case base should be stored.

   4. Case Base Author: From the dropdown list, select a user. The user automatically becomes the owner and author of all clusters within the case base.

   5. Replace Case Base: Select this option if you want to replace the existing case base. If a case base with the same name already exists and you do not select this option, the two case bases are merged.

5. Click the Import button. After the import process is complete, the case base appears on the Case Base page.

Related Topics

1. Creating a Case Base Author

2. Configuring a Portal for the Virtual Assistant

3. Configuring AI Settings