Apty has three primary components – Apty Admin Console, Apty Studio, and Apty Widget (the Need Help widget or the Player). You, as an end-user, will be interacting with the Need Help widget.
The following information will help you navigate through the different functionalities of the Apty Widget.
- Prerequisites and installation
- Where will end-users find the widget?
- How to use Apty Widget?
- Apty Widget Icons Reference Table
Prerequisites and installation
There are no prerequisites. The admin takes care of the installation and makes sure the widget is accessible to you in the hosted application.
Where will end-users find the widget?
By default, the Apty Need Help widget is displayed in red color with a light-themed layout, and it is placed at the bottom right corner of the screen.
The Need Help widget in the hosted application screen looks like this-
Click on the widget to access the Knowledge Content provided to you.
Once the widget is opened it looks like this.
How to use Apty Widget?
Inside the widget, there are three primary sections, namely, the Help tab, the Search bar, and the Checklists tab. Additionally, you have a widget Settings option to configure the same.
Apty Widget Help Tab
Once you click on the widget, it will directly land you on the Help tab. This is where the end-user will find all contextual knowledge contents related to business processes that they need to perform. Admins provide these contents to help users navigate through the hosted application and complete business processes, efficiently and correctly.
Further, for easy access, contents available in the Apty Widget Help tab are also categorized as Frequently Used content, Favorite content, and Labeled content
Frequently Used Content
Apty’s advanced algorithm automatically selects 10 of the most frequently used contents based on the user interactions of the last 30 days and lists them in the Frequently Used section. Here, you will find the top 5 of the most frequently used Workflows and the top 5 other frequently used Knowledge Contents.
As an end-user, you get the option to manually select as many knowledge contents as you want and place them under the Favorites section.
How to select favorite content?
Just click on the star icon next to the title of the content to add or remove Favorites.
Admins accumulate knowledge contents related to a specific task and place them under the labeled content section. The aim is to help users easily access all Knowledge content related to a task in one place.
What is Contextual Knowledge Content?
The contextual knowledge content includes Workflow, text files, videos, images, or website links.
To know more, check out the article, What is a Workflow?
How to use a workflow?
There are two ways to use or play a workflow – autoplay and manual play mode.
To start the Workflow on autoplay mode, click on the Auto button right next to the title of the Workflow, as shown below. It allows Apty Widget to automatically complete the task for you, without having to click Next after completing every step.
Otherwise, users can choose the manual mode and go through the flow on their own.
- Start the Workflow by clicking on it.
- Collect information provided by the guiding elements, perform each step on your own, and complete the task.
- To exit the workflow at any point in time, click on the X icon on the balloon.
- While going through the Workflow, click Next to go to the next step of the process.
As soon as the workflow starts, the guiding elements will appear on the hosted application to provide users with precise information for completing a task.
They are small information boxes that appear on the application screen and direct users on what to do in the current stage of the flow. Here is an example:
Let us say, we need to complete the task of creating an incident in the CAPPM application (it can be any task on any application).
Now, as a new user, you just need to go to the Apty Widget and click on the Workflow titled “Create an incident”
See how the workflow will give you step-by-step instructions to perform the task correctly.
Step 1: Go to the Home Menu and hover over it
Step 2: Click on Incidents
Step 3: Click on New
Step 4: Enter a short description
Step 5: Enter Email Address
Step 6: Select Start Date
Step 7: Select Expected End Date
Step 8: Enter Resolved Date
Step 9: Click on Save
When the process is completed successfully, a success message appears on the screen, click on “Done”.
After completing a Workflow, users get to rate and share their experience whether the workflow was helpful or not. It not only aids in measuring the usefulness of Apty Widget but also helps us improve the experience for all end-users. The feedback screen looks like this,
Launchers are clickable elements that appear on the screen to serve as an alternative way of starting any Knowledge content from the application screen itself. Clicking on a launcher will trigger predefined Workflow or redirect end users to some helpful content.
To know more, check out the article, What is a Launcher?
Tooltips provide contextual information on the hosted application to inform and assist the end-users. Users need to hover over the Tooltip icon to see the knowledge content.
Tooltips, when applied on a page, will appear as a (i) icon.
To know more, check out the article, What is a Tooltip?
Validations represent a comprehensive set of rules for checking the data that end users provide when filling out the input fields. They are critical for ensuring that the data received from the user is correct and can be further used for other system processes.
To know more, check out the article, What is a Validation?
Announcements are custom pop-ups designed to announce any new feature, version release, or to provide information to the end-users.
To know more, check out the article, What is an Announcement?
Apty Widget Checklists Tab
Right next to the Help tab, users can find the Checklists tab. It is designed to help users direct to some critical business processes. Each Checklist has a set of tasks inside which need to be executed successfully to complete the business process.
A task can imply completing a workflow, going through some Knowledge Content such as texts files, videos, images, or opening a link to another website.
Example: Let us say, during onboarding new employees must complete the following processes.
1. Setting up a security system on the computer - Task 1: Change the password and Task 2: Click on the link to download and install the antivirus.
2. Going through a product training session - Task 1: Complete the self-paced videos and Task 2: Take the Quiz.
With Apty Widget, new employees can find all necessary onboarding processes from the Checklist tab itself and get started on their own.
Note that understanding the importance of these processes, Apty allows admins to monitor if users have completed the tasks listed in the Onboarding tab.
Apty Widget Search Bar
Each Knowledge Content is uniquely identified within the system by its name. With the help of the Apty Widget Search bar, users can filter all available content by keywords.
How to use the Apty Widget Search Tab?
There are two ways to use the advanced search tab.
- Search by the Name of the Knowledge Content
- Search by descriptive keywords (defined while creating the content in the Apty Studio)
Example: For the workflow titled "Edit Customer Address" author has added keywords like "customer", "address", "zip", "home address", "state", etc. Now, end-users can find that workflow by searching with keywords such as, "Edit", "Customer", "Address", "zip", "home address", or "state".
At the bottom left corner of the widget, users can find the Settings option. Here end-users can select their preferred language. The list of languages is provided by the admin.
How to select a language in Apty Widget Settings?
|PATH: Click on Settings > General Options > Languages > Select the preferred language|
End-users can use the above-mentioned path select a preferred language from Settings.
By default, the language is selected as English. So, Knowledge Contents are also in the English language. Note that changing the language will change the user interface as well as the content present in the widget.
Apty Widget Icons Reference Table
|Icons||What is it?|
Frequently Used Content
What is Workflow Error?
Workflow error or workflow failure may occur while starting a Workflow. It occurs
- when a Workflow fails to detect and match an element in the UI of the application
- when the user permission is restricted or limited
What to do when Workflow Error occurs?
You can make sure you are starting the workflow in the correct screen of the application. For user permissions required to complete the process, reach out to the admin.
How are workflow failures fixed?
Apty sends a comprehensive email (as shown below) to the admins with all the details related to workflow failures so that admins can fix the issue for a seamless user experience.