User manual EHELP ROBOINFO

COPYRIGHTS Copyright © 2001-2002 eHelp Corporation. All rights reserved. Powered by Sail Labs. Copyright © 2000 Sail Labs GmbH, Munich/ Germany. All rights reserved. This product includes PHP, freely available from http://www.php.net/ Information in this document is subject to change without notice. The software described in this document is furnished under a license agreement or nondisclosure agreement. The software may be used or copied only in accordance with the terms of those agreements. No part of this publication may be reproduced, stored in a retrieval system, or transmitted in any form or any means electronic or mechanical, including photocopying and recording for any purpose other than the purchaser's personal use without the written permission of eHelp Corporation. eHelp Corporation 10590 W. Ocean Air Drive San Diego, CA 92130 U.S.A. www.ehelp.com TRADEMARKS eHelpTM, RoboInfoTM, RoboEngineTM, RoboInsightTM, RoboHELP®, Blue Sky Software® and Blue Sky® are trademarks or registered trademarks of eHelp Corporation in the U.S.A. and other countries. Microsoft and Windows are registered trademarks of Microsoft Corporation. Other brands and their products are trademarks or registered trademarks of their respective holders and should be noted as such. Rev-02/02 Contents Chapter 1 Introduction to RoboInfo___________________________________ 1 About RoboInfo Publisher __________________________________________ 1 About RoboEngine________________________________________________ 2 Contacting eHelp Corporation_______________________________________ 4 Chapter 2 Setting up RoboInfo_______________________________________ 9 Installing RoboEngine ____________________________________________ 10 Organizing engine licenses ________________________________________ 10 Creating the engine _____________________________________________ 12 Testing the engine ______________________________________________ 15 Obtaining the name of the engine __________________________________ 16 Installing RoboInfo Publisher ______________________________________ 18 Opening a project _______________________________________________ 19 Assigning the name or address of the engine _________________________ 19 Publishing content ______________________________________________ 20 Viewing projects ________________________________________________ 21 Viewing reports_________________________________________________ 22 Chapter 3 Leveraging Existing Content _______________________________ 23 Scanning process _______________________________________________ 24 Including documents in your project ________________________________ 24 Viewing external documents from the engine _________________________ 28 Scheduling the scanning process ___________________________________ 28 Chapter 4 Managing Engines _______________________________________ 31 Using the Configuration Manager ___________________________________ 31 Working with engines ____________________________________________ 37 Working with projects ____________________________________________ 43 Obtaining more search results _____________________________________ 46 RoboInfo Deployment Manual Chapter 5 Using RoboInsight Reports ________________________________ 47 Question grouping ______________________________________________ 49 Viewing reports_________________________________________________ 50 Chapter 6 Connecting to Content ____________________________________ 51 Connecting to content using an Active Server Page (ASP) file_____________ 51 Connecting to content using the RoboAPI.js API _______________________ 52 Chapter 7 Security Options for RoboEngine____________________________ 57 Setting permissions _____________________________________________ 57 Security options for publishing _____________________________________ 60 Securing reports ________________________________________________ 61 Index _______________________________________________________________ 63 ii Chapter 1 Introduction to RoboInfo RoboInfoTM is software to create and manage policy and procedure information on an intranet. It includes a publishing tool, RoboInfo Publisher, to leverage and create content, and an optional server component, RoboEngineTM, with advanced features including natural language search functionality, feedback reports, and support for team development. RoboInfo Publisher: This component enables you to import, create, publish, and manage content. RoboEngine (optional): This component delivers content, provides natural language search capabilities, merges multiple projects, and produces reports. About RoboInfo Publisher RoboInfo Publisher is the authoring tool component that enables technical writers, instructional designers, Web content specialists, and anyone who writes policies and procedures for a corporate intranet to manage their content. RoboInfo Publisher offers organization, navigation, and indexing capabilities, along with project management features and reliable ways to generate, test, and troubleshoot projects. It does all the HTML work behind the scenes while you write content, create navigational elements, add images, and design page layout. You also have the option to develop policies and procedures with any popular HTML editor, such as Dreamweaver, FrontPage, and HomeSite, or use RoboInfo Publisher's powerful built-in editor. What you can do in RoboInfo Publisher From project inception to the final deliverable, you can build projects that best meet your end users' needs. Here are some of the ways you can work with RoboInfo Publisher: n n n n Design projects, including styles, navigation, and layout Develop projects, topics, indexes, tables of contents, and links Write content in the WYSIWYG Editor and other HTML editors Import HTML pages, FrameMaker documents, Word documents, HTML projects, and WinHelp projects Manage topics, images, files, and folders Publish projects and generate printed documentation n n RoboInfo Deployment Manual RoboInfo Publisher includes ways to manage files using folders (left side) and create content using the WYSIWYG Editor (right side) About RoboEngine RoboEngine is the optional server-side component of RoboInfo. RoboEngine integrates seamlessly with your projects to give your information the extra power only a server can provide. Acting as the "brain" of RoboInfo, the engine gathers and logs data about what questions your users ask while searching so that you can continuously improve your policies and procedures. In addition to enabling you to work faster and more efficiently, RoboEngine fills the following roles: n Gathers and stores usage data: RoboEngine stores information about how your users navigate and interact with your online system. Then, using the RoboInsightTM technology, the data is processed into useful reports for you to analyze. Hosts and serves the structured content: Any content you create with RoboInfo is hosted and displayed to your end users with RoboEngine. Hosts natural language search: Natural language search technology lets users find information by entering questions in plain English. n n 2 Chapter 1 Introduction To RoboInfo Key features of RoboEngine: n n Tracking and reporting of user problems using the RoboInsight technology Scanning of a wide variety of content, including Web pages, Microsoft Office documents, and PDF files to create an extensive database that can be queried by your users (through natural language search). Automatic project merging so authors can work on different projects at the same time and have them merge at run time into one project Question grouping that organizes end-user questions together for more accurate and streamlined reporting n n This diagram shows how the RoboInfo components work together 3 RoboInfo Deployment Manual Contacting eHelp Corporation eHelp is the worldwide leader in automated user assistance software. Our innovative tools are easy to use and greatly improve the usability of information. Address: eHelp Corporation 10590 W. Ocean Air Drive San Diego, CA 92130 U.S.A. 1-858-847-7400 1-858-847-1415 www.ehelp.com information@ehelp.com Monday to Friday 6:00 A.M. to 5:00 P.M. Pacific Standard Time Telephone: Fax: World Wide Web: Email: Office hours: Sales Contact your account representative for information about the latest eHelp products, the eHelp Subscription Plan, upgrade options and prices, and more. If you have a technical question or problem, please contact Technical Support. Sales phone: International (including Canada): Sales fax: World Wide Web: Sales email*: Office hours: 1-800-677-4946 1-858-847-7900 1-858-847-1416 www.ehelp.com sales@ehelp.com Monday to Friday 6:00 A.M. to 5:00 P.M. Pacific Time *When sending an email, please include your company name, city, and state to ensure prompt handling of your request. 4 Chapter 1 Introduction To RoboInfo Technical Support eHelp Corporation is committed to providing you with the best overall product experience. This includes intuitive technical products and flexible options to fit your support needs. Our products are designed with superior quality and ease of use in mind, but we understand that issues do arise from time to time that need the backing of our support resources. Note: eHelp Corporation support services are subject to the prices, terms, and conditions in place at the time the service is used. n For current hours of operation and details about all support offerings, please visit eHelp's Web site at: http://www.ehelp.com/support n For 24-hour support resources that include a knowledge base and forums, please visit eHelp's Help Community site at: http://www.helpcommunity.ehelp.com n To contact Technical Support via email, please use the Contact Us link on the Help Community Web site: http://www.helpcommunity.ehelp.com/roboinfo/contact/ contactus.asp n For installation issues and paid telephone support (single inquiry, Silver, and Gold maintenance support), please call 1-858-847-7960. Customer Service eHelp Corporation strives to continuously provide our customers with the best possible service. Our new Customer Service Web site offers a list of the most frequently asked questions and the ability to search our site. Results are provided in an easy-to-view format. Contacting Customer Service Telephone: World Wide Web: Email: 1-858-677-4946 www.ehelp.com/support/customerservice.asp customer.service@ehelp.com 5 RoboInfo Deployment Manual Documentation feedback At eHelp Corporation, we strive to produce the highest quality documentation products and welcome your feedback. If you have comments or suggestions about our online Help or printed guides, you can email us. Please include the following information with your feedback: n n n n n Product name and version number Name of printed manual or online Help Topic title (for online Help) Page number (for printed manual) Brief description of content (for example, are you reviewing step-by-step instructions that are inaccurate, grammatical errors in a specific paragraph, information that requires clarification or more details, etc.) Your suggestion for how to correct/improve documentation n Please send email messages to: documentation@ehelp.com Please keep in mind that this email address is only for documentation feedback. If you have a technical question, please contact Technical Support. 6 Chapter 1 Introduction To RoboInfo Other helpful resources A good list of resources can make all the difference in terms of support, guidance, and inspiration. As the recognized leader in user assistance development solutions, eHelp Corporation leads the way by offering a list of helpful resources on our Web site at www.ehelp.com. You'll find the latest user assistance resource information, including books, periodicals, helpful Internet links, training, and more. Also, take advantage of the Help Community, an innovative and comprehensive online support resource that is constantly updated and open to everyone. This Internet-based support community combines the knowledge of eHelp customers, with the technical skills of our support team. Just go to www.helpcommunity.ehelp.com. The online support resources of the Help Community include the following: Knowledge Base Finding solutions to issues is easy in this online source of technical support issues and answers. The Knowledge Base is a repository of constantly updated product troubleshooting tips, procedures, and frequently asked questions. Forums Forums are the place to go when you are looking for interactive, peer-to-peer support and networking, as well as technical expertise. Each forum is monitored by our technical support staff who can answer your question if your peers cannot. No question goes unanswered in the forums. Tips and Tricks We constantly update our list of time saving tips and tricks to help you get the most out of RoboInfo. Publications Understand complex issues and new trends in the user assistance industry by downloading helpful information written by industry experts. Community Events On a regular basis, the Help Community hosts events led by industry experts who answer questions you have about their area of expertise. 7 RoboInfo Deployment Manual 8 Chapter 2 Setting up RoboInfo This chapter provides you with instructions for setting up RoboInfo and gives you steps for testing the system to make sure it's working correctly. Some of the steps for deploying RoboInfo are completed in RoboEngine and some are completed in the RoboInfo Publisher authoring tool. The following steps are discussed in this chapter. Follow these steps in RoboEngine: n n n n n Install RoboEngine Organize engine licenses Create an engine using the Configuration Wizard Test the engine Obtain the name of the engine Follow these steps in RoboInfo Publisher: n n n n n n Install RoboInfo Publisher Open a project Assign the name or address of the engine Publish the content View the project View reports RoboInfo Deployment Manual Installing RoboEngine Installing RoboEngine is a straightforward process. Simply insert the RoboEngine CD into the CD-ROM drive on the server where you are going to host your content, type in the serial number provided by eHelp Corporation, and follow the on-screen instructions. For more details, including system requirements, see the RoboEngine Installation Guide packaged with the program CD. Organizing engine licenses Each RoboInfo license you purchased can be used to create one engine. If you have several licenses and engines, you can use the License Manager in RoboEngine to organize them. Use the License Manager to: n n n n Determine how many licenses you have installed Determine the serial number of the licenses you have installed Determine how many engines you have configured Determine how many licenses you need for the number of engines you have configured Add new licenses Delete engines that you no longer need n n Note: A single engine can contain several projects. The projects can then be merged together so your users view one seamless project. 10 Chapter 2 Setting up RoboInfo To open the License Manager: 1 Open the Configuration Manager. (On the computer where you installed RoboEngine, double-click the Configuration Manager icon desktop.) 2 on the From the Help menu, select License Manager. The License Manager displays. Use the License Manager to add licenses and delete sites ­ in this example, a single, five-user license has been installed and there are two configured engines 3 Determine how many licenses are installed and how many engines are configured. Use the Add License and Delete Engine buttons as required. 11 RoboInfo Deployment Manual Creating the engine After installing RoboEngine, it is important to create and configure an engine properly. Once an engine has been configured, authors can publish their content to the engine. You use the RoboEngine Configuration Wizard to create the engine. To create an engine: 1 Open the Configuration Manager. (On the computer where you installed RoboEngine, double-click the Configuration Manager icon desktop.) 2 on the From the File menu, select New Engine. The RoboEngine Configuration Wizard dialog displays. Create an engine 3 Click Next. 12 Chapter 2 Setting up RoboInfo 4 Select the Web site where you want to publish content. Identify a Web site for your engine The default Web site that is listed in the dialog is created by the Microsoft Internet Information Server (IIS) when it is installed. If you want to use a Web site that is different from the default, you must properly configure a new Web site using IIS. The Configuration Wizard only recognizes properly configured Web sites. (For more information, see the IIS online Help system included with your IIS software.) Note: The Configuration Manager places files into the root folder on the Web site. You may be prompted if a file already exists. Click OK and a backup of the existing file(s) is created. 5 Click Next. 13 RoboInfo Deployment Manual 6 Select the database where you want to store user feedback and usage patterns. Configure a database for your engine The built-in database option uses a Microsoft Access database. If you want to use either a Microsoft SQL Server or Oracle 8.0 or higher database, first purchase a RoboEngine Connectivity Pack license. After you install the RoboEngine Connectivity Pack, select the Microsoft SQL Server/Oracle 8.0 or higher radio button and fill in the appropriate information. 14 Chapter 2 Setting up RoboInfo 7 Click Next. The RoboEngine Configuration Wizard completes the steps necessary to create the engine. View your engine being created 8 9 Click Next. Click Finish. Testing the engine After you create the engine, you should test it. To test that the engine is working: 1 With the Configuration Manager open, select the Projects panel. (If the Configuration Manager is not open, double-click the Configuration Manager icon 2 on the desktop.) Click the View Project button. You have not published any projects yet, so there is no content to view, but the RoboEngine screen displays to show you that the engine is working properly. (If you follow the rest of the deployment steps, you'll publish content and view your project.) 15 RoboInfo Deployment Manual Obtaining the name of the engine It is important to obtain the correct name or address of the engine. You need to assign the name to your projects, using RoboInfo Publisher Project Settings, in order to publish content to the engine. If the engine, the authoring computer, and your users are all on a local area network (LAN), you can simply use the name of the computer where the engine is installed. If not, you need the engine Internet Protocol (IP) address or Universal Resource Locator (URL). Obtaining the name of a Windows 2000 Server on a LAN View system properties to determine the name of a Windows 2000 Server. To obtain the name of a Windows 2000 Server computer on a LAN: 1 2 3 Right-click the My Computer icon on the desktop. Select Properties to display the System Properties dialog. Click on the Network Identification tab and write down the Full computer name (excluding the period at the end). Determine the name of your Windows 2000 Server computer 16