Verint: Forums

1. Overview of Changes from Version 9 to Version 12

Verint Version 12 has introduced several forum updates and enhancements to improve usability, engagement, and collaboration. Below are the key changes:

• User Interface and Navigation Improvements
  A more modern, intuitive design makes navigating through forums and managing threads easier.

• Rich Text Editor Enhancements
  The editor now includes better formatting options, multimedia integration, and auto-saving capabilities for creating and editing posts.

• Threaded and Inline Commenting Features
  Improved commenting features allow for threaded and inline discussions, making it easier to follow conversations.

• Tagging and Categorization Enhancements
  Enhanced tagging and categorization systems make organizing and searching for threads and posts easier.

2. Instructions for Using Forums in Verint Version 12

A. Creating a New Forum Thread

• Navigate to the desired forum area within your group or community.
• Click “New” > Start a Discussion.
• Fill in the details:
  • Title: Enter the thread title.
  • Body: Use the rich text editor to write your post, including multimedia elements like images or videos.
  • Tags/Categories: Add relevant tags or select categories to improve searchability.
  • Adjust permissions if needed to control who can view or reply.
• Click “Post” to publish the thread.

B. Replying to a Thread

• Open the thread you want to reply to.
• Type your response.
• Use the rich text editor to write your response, including any multimedia if desired.
• Click “Reply” to post your response.

C. Editing or Deleting a Post

• Locate the post you want to edit or delete.
• Click the “More” > “Edit”.
• Make changes in the editor and click “Reply” to apply or select “Cancel” to remove the post.

D. Sharing a Forum Thread

• Open the thread you want to share.
• Click the “More” > “Share”.
• Choose a sharing option:
  • Copy Link: Share the direct URL.
  • Internal Sharing: Tag community members in replies to notify them about the thread.

3. Additional Features and Best Practices

A. Structuring Forums Effectively

• Organize forums with categories and subcategories for easy navigation and searchability.
• Group related threads under appropriate categories to create a logical structure.

B. Permissions Management

• Set appropriate permissions to control who can create, view, and reply to threads.
• Review and update permissions periodically to maintain security and control.

C. Collaboration and Engagement Features

• Use the mention feature (e.g., @username) to engage users directly and encourage participation in threads.
• Enable notifications for users to receive updates on threads they are involved in.

D. Thread Management and Organization

• Pin important threads to the top of the forum for visibility.
• Close threads when they are no longer active or resolved to keep the forum organized.

E. Linking and Cross-Referencing Content

• Link to related threads, blog posts, or wikis within forum posts to provide additional information and context.