AEX Admin Guide
The data contained in this document shall not be duplicated, used, or disclosed in whole or in part for any purpose. If a contract is awarded to chosen parties because of or in connection with the submission of this data, the client or prospective client shall have the right to duplicate, use, or disclose this data to the extent provided in the contract. This restriction does not limit the client’s or prospective client’s right to use the information contained in the data if it is obtained from another source without restriction. The data subject to this restriction is contained in all marked sheets.
Figure 1 - BigFix AEX Cognitive Console 27
Figure 2 - BigFix AEX Access Denied 28
Figure 3 - BigFix AEX Cognitive Console Landing Page 28
Figure 4 - User Management System 31
Figure 5 - User Management System Dashboard 31
Figure 10 – Edit User (Cont.) 34
Figure 11 - Multi Factor Authentication: Bar Code Scan 35
Figure 12 – MFA: OTP Generation 36
Figure 13 - Multi Factor Authentication: Success Confirmation 36
Figure 14 - Multi Factor Authentication 37
Figure 16 - Edit User: Delete Confirmation 37
Figure 17 - Edit User: Activation Successful 38
Figure 20 - Create Group: Verify 40
Figure 23 - Edit Group: Deactivation Successful 41
Figure 24 – Sample: CSV file template fields 42
Figure 25 - Bulk User Insert 43
Figure 27 – Autocomplete Dropdown List for Route Selection 45
Figure 29 - Route Request Console 46
Figure 31 - Route Approval (cont.) 47
Figure 32 - Route Approval (cont.) 47
Figure 33 - Sign Up Settings 48
Figure 34 - Password Settings 49
Figure 35 – UMS Password Change – Error Message 50
Figure 36 - Email Verification Settings 50
Figure 37 – Channel Configuration 51
Figure 38 – Mode of Channel 51
Figure 39 - Azure Bot Channel Registration 52
Figure 40 - Federation – SSO Integration 53
Figure 41 - Sample: Meta Data File 53
Figure 43 – Global Admin Console – Configuring gChat 54
Figure 44 – Tenant Configuration Page 55
Figure 46 – Enabling gChat (Cont.) - Save 56
Figure 47 – Success Message 56
Figure 48 – Chat Available for Tenants 57
Figure 49 – Channel Configuration Console 57
Figure 50 – Configuring gChat Channel 58
Figure 51 – Success Message 58
Figure 53 - Selection of the Configure button 59
Figure 54 - Choose Channels Card on the Tenant Configuration page 60
Figure 57 - Save success message 61
Figure 58 - Channel Configuration Console 62
Figure 59 – Configuring Webex Channel 62
Figure 60 - SOP Management Console 62
Figure 61 - SOP Management Console Landing Page 63
Figure 62 - SOP Edit Screen 63
Figure 63 - SOP Edit screen 64
Figure 66 - SOP HTML Generator Window 66
Figure 67 - BigFix AEX SOP HTML Generator 66
Figure 68 - BigFix AEX SOP HTML Generator: Add Image 67
Figure 69 - BigFix AEX SOP HTML Generator – Add Icon in content 68
Figure 70 - BigFix AEX SOP HTML Generator: Copy HTML 69
Figure 71 - Step Dialog Box: Adding Steps 70
Figure 72 - List View: Steps Added 70
Figure 73 - Spell Checker Management Console 71
Figure 74 - Spell Checker Management Console 71
Figure 75 - Spellchecker Management Console: Spell Check Test 1 71
Figure 76 - Spellchecker Management Console: Spell Check Test 2 72
Figure 77 - Spellchecker Management Console: Add New Variation 72
Figure 78 - Spellchecker Management Console: Add New Variation Confirmation 73
Figure 79 - Spellchecker Management Console: Word Added Successfully 73
Figure 80 - Spellchecker Management Console: Spell Check Test 3 74
Figure 81 - Spellchecker Management Console: Add New Variation 2 74
Figure 82 - Spellchecker Management Console: Add New Variation 3 75
Figure 83 - Spellchecker Management Console: Add New Variation 4 75
Figure 84 - Spellchecker Management Console: Add New Variation 5 76
Figure 85 - Spellchecker Management Console: Add New Variation 6 76
Figure 86 - Default Web based Chat UI of BigFix AEX 77
Figure 87 - Customized Web-based Chat UI of BigFix AEX 78
Figure 88 - BigFix AEX web-based Chat UI 83
Figure 89 - UI Management Console Home Page 84
Figure 90 - Upload File Screen of UI Management Component 85
Figure 91 - Folder Hierarchy Screen 85
Figure 92 - Using Upload Zip 86
Figure 93 - Uploaded Files in relevant folder 86
Figure 94 - Using Migration 87
Figure 95 - Using Migration Confirmation 88
Figure 96 - Using Migration 88
Figure 97 - Open Text Editor component of the UI Management Console 89
Figure 98 - Open Text Editor Screen of UI Management Console 89
Figure 99 - Open Text Editor Showing editing of Index.html file 90
Figure 100 - Open Text Editor Showing editing of styles.html file 91
Figure 101 - Chat UI V3 Preview Section 92
Figure 102 - Chat UI V3 Edit Section 93
Figure 103 - Chat UI V3 Page 93
Figure 104 - Chat UI V3 Enabled Preview Chat Window 94
Figure 105 - Chat UI V3 Browse button for BigFix AEX and User Profile 94
Figure 106 - Chat UI V3 Profile Changed in Preview Window 95
Figure 107 - Chat UI V3 Cancel button for Profiles 95
Figure 108 - Chat UI V3 Enable or Disable Features 96
Figure 109 - Chat UI V3 Enabled Mic 97
Figure 110 - Chat UI V3 Disabled Mic 97
Figure 111 - Chat UI V3 JS Libraries Button 98
Figure 112 - Chat UI V3 JS Libraries 98
Figure 113 - Enable/Disable Libraries and Close Button 99
Figure 114 - Chat UI V3 Light Mode Tab 99
Figure 115 - Chat UI V3 Color Picker 100
Figure 116 - Chat UI V3 Background color 100
Figure 117 - Chat UI V3 Color 101
Figure 118 - Chat UI V3 Switch to Dark Theme 101
Figure 119 - Chat UI V3 Dark Theme 102
Figure 120 - Chat UI V3 Selecting colors for Dark Mode 102
Figure 121 - Chat UI V3 Undo Colors Selected 103
Figure 122 - Chat UI V3 Save Button 103
Figure 123 - Chat UI V3 Form Saved Successfully 104
Figure 124 - Reporting Dashboard 104
Figure 125 - Reporting Dashboard Landing Page 105
Figure 126 – Detailed View 106
Figure 127 – Conversation Details 106
Figure 129 - Statistical based on the geographical location 108
Figure 131 - Reports Detailed View- Filters 109
Figure 132 – Frequently Asked Questions 109
Figure 133 - Infographics Landing Page 110
Figure 134 - User Statistical Data 111
Figure 135 – Regional Stats 112
Figure 136 – Cherwell Configuration Console 113
Figure 137 - Cherwell Configuration Console (cont.) 114
Figure 138 - Cherwell Configuration Console (cont.) 114
Figure 139 - Cherwell Configuration Console (cont.) 115
Figure 140- Cherwell Configuration Console (cont.) 116
Figure 141 - Cherwell Configuration Console (cont.) 117
Figure 142 - Cherwell Configuration Console (cont.) 118
Figure 143 - Cherwell Configuration Console (cont.) 118
Figure 144 - Cherwell Configuration Console (cont.) 119
Figure 145 - Cherwell Configuration Console (cont.) 120
Figure 146 - Cherwell Configuration Console (cont.) 120
Figure 147 – Side navigation of Cognitive Console 125
Figure 148 - Usecase Design Console 127
Figure 149 – Conversation Designer Console 128
Figure 150 Workflow Process Automation 129
Figure 151 – Genesys Chat Transfer 130
Figure 153 – Choose Integrations 136
Figure 154 – Available Integrations 136
Figure 155 - Knowledge Management Console Integration 136
Figure 156 – Integration Success Message 136
Figure 157 – Knowledge Management Console 137
Figure 158 - Add New Collection 137
Figure 159 – Add New Collection (Cont.) 138
Figure 160 – Add New Collection (Cont.) 138
Figure 161 – Add New Collection – Error Message 139
Figure 162 – Delete Collection 139
Figure 163 – Delete Collection (Cont.) 139
Figure 165 – Build Query (Cont.) 140
Figure 166 - Build Query (Cont.) 141
Figure 167 – Build Query (Cont.) 141
Figure 168 – Build Query (Cont.) 142
Figure 169 – Build Query (Cont.) 142
Figure 170 – Build Query (Cont.) 143
Figure 171 – Build Query (Cont.) 143
Figure 172 – Build Query (Cont.) 143
Figure 173 – Build Query (Cont.) 144
Figure 174 – Build Query (Cont.) 144
Figure 175 – Build Query (Cont.) 145
Figure 176 – Build Query (Cont.) 145
Figure 177 – Build Query (Cont.) 146
Figure 178 – Build Query (Cont.) 146
Figure 179 – Build Query (Cont.) 147
Figure 180 – Build Query (Cont.) 147
Figure 181 – Build Query (Cont.) 148
Figure 182 – Build Query (Cont.) 148
Figure 183 – build Query (Cont.) 149
Figure 184 – Build Multi Collection Query 149
Figure 185 – Build Multi Collection Query 150
Figure 186 – Build Multi Collection Query (Cont.) 150
Figure 187 – Build Multi Collection Query (Cont.) 151
Figure 188 – Build Multi Collection Query (Cont.) 151
Figure 189 Knowledge Management System 152
Figure 190 Knowledge Management Console - Collection 152
Figure 191 Knowledge Management Console – Document 153
Figure 192 Knowledge Management Console – Connect A Data Source 153
Figure 193 Knowledge Management Console – Available Data Sources 154
Figure 194 – BigFix AEX Tenant Admin Console 155
Figure 195 – Knowledge Management Console Main Page 155
Figure 196 – Connect a Data Source 155
Figure 197 – Data sources for Crawling 156
Figure 198 Salesforce Data Source for Crawling 156
Figure 199 Salesforce Data Source 157
Figure 200 – Share point Data Source for Crawling 160
Figure 201 – Share Point Data Source 161
Figure 202 Box data Source for Crawling 162
Figure 203 Box Data Source 162
Figure 204 – Connection Building Steps 164
Figure 205 – Data Sources for Crawling 164
Figure 206 – Web Data Source 165
Figure 207 – Knowledge Management Console 165
Figure 208 – BigFix AEX Crawler Script Sample 166
Figure 209 Cloud Object Storage Data Source for Crawling 167
Figure 210 Cloud Object Storage Data Source 167
Figure 211 Update and Sync Datasource Settings 168
Figure 212 Sync Settings 168
Figure 213 – ServiceNow Crawler Script Sample 169
Figure 214 – BigFix AEX Chat Window 170
Figure 215 – BigFix AEX Chat Window (Cont.) 170
Figure 216 – Results from Knowledge Base 171
Figure 217 – Result from Knowledge Base 171
Figure 218 – ServiceNow Knowledge Base Article 172
Figure 219 Update and Sync Data Source Settings 172
Figure 220 Sync Settings 173
Figure 221 Sync Settings (Cont.) 173
Figure 222 Sync Data Source Success Message 174
Figure 223 – Scheduled Jobs List 175
Figure 224 – Create new Scheduled Job 175
Figure 225 Create Job Page 176
Figure 226 Create Job - Success Message 176
Figure 227 – Scheduled Jobs Page 177
Figure 228 – Update Scheduled Job 177
Figure 229 – Update Scheduled Job Successful 178
Figure 230 – Scheduled Job List 178
Figure 231 – Confirm Scheduled Job Delete 179
Figure 232 – Scheduled Job Deleted Confirmation 179
Figure 233 – Scheduled Job List 180
Figure 234 – Notification Created Successfully 181
Figure 235 - Proactive Notification in Teams 181
Figure 236 – Workflow Console 181
Figure 238 – Events in Start Node 182
Figure 239 – Workflow Settings 183
Figure 240 – Success Message 183
Figure 241 – Edit Workflow: ScheduledFlow 184
Figure 242 – Filling JSON Payload 184
Figure 243 – Confirmation Message 184
Figure 244 – Edit Workflow: Split Node 185
Figure 246 – Custom Mailer 186
Figure 247 – Edit Workflow: Web Notification Node 186
Figure 249 Add SOP Options in SOP Management Console 189
Figure 250 Screen to add SOPs with Translate button 190
Figure 251 Translation button enabled as HTML field is added 191
Figure 252 Translation button enabled as Steps are added 191
Figure 253 Alert Message when translation is initiated 192
Figure 254 Select Language drop-down enabled for Translation 192
Figure 255 The Content of the HTML field changes as per the language selected 193
Figure 256 The Content of the Step Text field changes as per the language selected 193
Figure 257 Editing the HTML Field content for the selected language 194
Figure 258 Editing the Step Text field content for the selected language 195
Figure 259 Error message when adding one more step without selecting English Language 196
Figure 261 Navigation Assistant Form 197
Figure 262 Save Navigation Assistant 198
Figure 263 Confirmation Message 198
Figure 264 Status Message 198
Figure 265 Success Message on saving Navigation Assistant 199
Figure 266 Enabled Profile Picture - Navigation Assistant 199
Figure 267 Web-Tour Guide – Chat Console Page 199
Figure 268 Disabled Profile Picture - Navigation Assistant 200
Figure 269 Skipped Profile Picture – Chat Console Page 200
Figure 270 Multilingual link – Navigation Assistant 201
Figure 271 Multilingual Chat Console 201
Figure 272 Multilingual Chat Console – Nederlands 201
Figure 273 Multilingual Chat Console – Nederlands 202
Figure 274 Web Tour Guide – Nederlands 202
Figure 275 Next button clicked – Web Tour Guide 203
Figure 276 Previous button clicked – Web Tour Guide 203
Figure 277 Walkthrough Help – Web Tour Guide 204
Figure 278 Master Configuration Console - Data Security Tab 205
Figure 279 Data Security 205
Figure 280 Chat History Duration 206
Figure 281 Confirmation Message 206
Figure 282 Success Message 206
Figure 283 Chat History for the Specified Duration 207
Figure 284 Global Admin Console – Support Page 208
Figure 285 – Raise a New Android App Request 209
Figure 286 Access and Usage Request in Support Menu 209
Figure 287 Android App Request 210
Figure 288 Android App Request Success Message 212
Figure 289 – Android App Request Ticket Confirmation Email 212
Figure 290 Configuration Page 213
Figure 291 Android App Switch On 213
Figure 292 Global Admin Console – Support Page 214
Figure 293 – Raise a New iOS App Request 214
Figure 294 Access and Usage Request in Support Menu 215
Figure 295 iOS App Request 216
Figure 296 Android App Request Success Message 217
Figure 297 – Android App Request Ticket Confirmation Email 217
Figure 298 Configuration Page 218
Figure 299 – Android App Switch On 218
Figure 300 – Tenant Channel Selection 219
Figure 301 – Enable Outlook Addin 219
Figure 302 – Outlook Add-in Enabled for Configuration 220
Figure 303 Outlook Add-in Configuration in Tenant (on Redirection) 220
Figure 304 – Outlook Add-in Linking to Tenant 221
Figure 305 – Outlook File Menu 222
Figure 306 – Customer Add-ins for Outlook 223
Figure 307 – Untrusted Source Add-in Installation 223
Figure 308 – Custom BigFix AEX Add-in addeds 224
Figure 309 – Global Admin – Sign in 226
Figure 310 – Global Admin Home Page 226
Figure 311 – Announcements 227
Figure 312 – Announcements Page 227
Figure 313 – Table of Announcement – Columns 228
Figure 314 – Announcement Details 228
Figure 316 – Support page – Filters 230
Figure 317 – Download/Export Buttons 231
Figure 318 – Sample Export – PDF Format 231
Figure 319 - Sample Export – CSV Format 232
Figure 320 - Sample Export – Excel Format 232
Figure 321 – Archived Tickets 233
Figure 322 – Archived Tickets Page - Filters 233
Figure 323 – Archived Tickets Page 233
Figure 324 – Ticket Listing page 234
Figure 325 – Ticket Details 234
Figure 326 - Side navigation of Cognitive Console 235
Figure 327 – Enable/Disable Maintenance Mode 235
Figure 328 Select Maintenance Type 236
Figure 329 Maintenance Type – Text – Add Text 236
Figure 330 - Maintenance Message 236
Figure 331 – Default Maintenance Message 236
Figure 332 - Maintenance Type – Custom Template 237
Figure 333 – maintenance.html file 237
Figure 334 - Maintenance Message (Custom Template) 237
Figure 335 – Global Admin Console 239
Figure 336 – Tenant’s Configuration Page 239
Figure 337 – Integration with ‘Speech to text’ connector 240
Figure 338 - Integration with ‘Speech to text’ connector (Cont.) 240
Figure 339 – Enabling Watson Speech to text 241
Figure 340 – ‘Speech to text’ integration successful 241
Figure 341 – Tenant Chat Console with Mic buttons 242
Figure 342 – Global Admin console 243
Figure 343 - Global Admin console 244
Figure 344 – Integration with Conversation Analytics 244
Figure 345 – Enabling Conversation Analytics 245
Figure 346 – Cognitive analytics Console 245
Figure 347 - User Management Dashboard 247
Figure 349 - Error Message on no data present on console 249
Figure 350 - Successful Backup creation 249
Figure 351 - Selecting a backup file 250
Figure 352 - Restore Initiation Message 251
Figure 353 - Download –Permission Denied 251
Figure 354 - Backup List fetched for Download 252
Figure 355 - Backup and Restore Settings 252
Figure 356 - Successful Deletion of a Backup 253
Figure 357 – Example Code (Adaptive Cards) 255
Figure 358 – Teams UI Cards Example 256
Figure 359 – Example Code (TextBlock) 257
Figure 360 Teams UI TextBlcok Example 257
Figure 361 – Example Code (Image) 258
Figure 362 – Example Code (ActionSet) 259
Figure 363 - – Example Code (ActionSet) (Cont.) 259
Figure 364 Teams UI Action Set Example 260
Figure 365 – Example Code (Container) 261
Figure 366 – Example Code (Container) (Cont.) 261
Figure 367 - Teams UI Container Example 262
Figure 368 – Example Code (ColumnSet) 263
Figure 369 – Example Code (ColumnSet) (Cont.) 263
Figure 370 – Teams UI ColumnSet Example 263
Figure 371 – Example Code (Column) 264
Figure 372 – Example Code (Column) (Cont.) 265
Figure 373 – Teams UI Column Example 265
Figure 374 – Example Code (Action.openURL) 266
Figure 375 - Example Code (Action.Submit) 267
Figure 376 - Example Code (Action.Submit) (Cont.) 267
Figure 377 - Teams UI Action.Submit Example 267
Figure 378 – Example Code (Action.ShowCard) 268
Figure 379 – Example Code (Action.ToggleVisibility) 269
Figure 380 – Example Code (Action.ToggleVisibility) (Cont.) 270
Figure 381 – Example Code (TargetElement) 271
Figure 382 – Example Code (Input.Text) 272
Figure 383 – Example Code (Input.Number) 273
Figure 384 – Example Code (Input.Date) 274
Figure 385 – Example Code (Input.Time) 275
Figure 386 – Example Code (Input.Toggle) 276
Figure 387 – Example Code (Input.ChoiceSet) 277
Figure 389 – Accessing HCL SoFy 279
Figure 390 - Sign Out of the Cognitive Console 281
Table 2- Cognitive Console Modules 28
Table 3 - User Management System 29