FAQ's

Where is departmental Data Stored?

Definitions

Frequently Asked Questions sites (FAQ)

A list of commonly asked questions and answers related to a particular subject or department.

  • All FAQs will be hosted on the web and be publicly accessible via uvu.edu. These would be the top 10 to 15 questions that departments get asked by their customers.

Plain Text FAQ Sites

A list of questions related to a particular subject or department that need to be answered but are not asked as often.

  • Anything above the threshold of 10-15 FAQs will be included on metadata sites.

StudentAdvisor (Ask Wilson)

  • Content after it has been uploaded from the FAQ and the Plain Text FAQ sites will reside on Ask Wilson. It can be updated through the Website or through StudentAdvisor. We recommend that you update your content using the website and make that the since source of data but both ways can accomplish the goal.

Where content is stored

FAQ – Stored on the web

  • All FAQs should be located on the web.

Plain Text FAQ – Metadata sites and the web

  • All other questions should be located on Chatbot Friendly Webpages (plain FAQ pages), or a page related to the topic that is not front facing.

CSV Documents – Exception only

  • All use cases that need exceptions will need to be followed up with Landrey.

How to manage your departments’ data

You can accomplish this by using the following two methods:

  1. FAQs on a front-facing website

    1. Example FAQ site

    FAQ web page example

  2. Plain Text FAQ that isn’t published for outside consumption

    Example of a FAQ

After you have added all your content to the website, it will be uploaded to Ask Wilson. Once there you can manage your content using the Student Advisor portal. See Training under section 2 for more information on how to use Student Advisor.

For help and training on how to update the website for FAQ and Plain Text sites please contact your web steward in Web and Mobile Solutions.

Please note that this puts you in control of your data. Anything updated on either of these sites will be committed to the chatbot once per semester.

Access and Training to Ask Wilson content

Request Departmental Access

One SME from each department will be granted access to their categories which should include all content for your area associated with the Chatbot.

You can request access to this by emailing or sending a team’s message to Landrey (hawkinla@uvu.edu) for access. Please include the following information:

  • UVID
  • Departments that you manage content for

Once your account is created Web and Mobile solutions will meet with you and train you on how to update and manage your content on Wilson.

Training

Step 1: Review and Override Content

(StudentAdvisor) Global versus Institutional Content –

  • Global Content

    • You can look at the global content questions and responses, but you will not be able to change them. If there is any content that needs to be removed from the question/answer pairs please contact Landrey (hawkinla@uvu.edu) for recommendations on how to remove the content.

  • Institutional Content (Time Stamp 2:43)

    • Custom Content lives here. This is where the content resides that you and your team will maintain

      • Click on the Manage Content tile
      • Select your Category (Which would be the department that you are working for)
      • This area is where you can edit and add custom content.

Please review Content Guidelines and Best Practices to make sure we are providing the best possible answers to students needs. Click here to view those practices. You can also view the Voice and Tone documentation to help shape the questions in the best possible way. Click here for Voice and Tone.

Step 2: Review and Override Content

StudentAdvisor Adding a new response

StudentAdvisor Adding alternate phrasing

Edit or Add Alternate Phrasing for a Response

Alternate phrasing is used to teach the StudentAdvisors multiple ways a student can ask the same question.

Step 3: Review and Override Content

VirtualAdvisor allows for new content and training updates to be tested prior to being published. Only published content is seen by students.

StudentAdvisor Test content

StudentAdvisor Publish content

(StudentAdvisor) Dashboard

To find out more information about the Dashboard click here. Some of these features have been turned off because we utilize a different system for Live Chat. Currently we are looking into ways to make this work.

If you are having any issues with the Chatbot please contact Landrey (hawkinla@uvu.edu) for questions or help on any of these steps.

 
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