Verint: Wikis

1. Overview of Changes from Version 9 to Version 12

Verint Version 12 introduces several enhancements and updates for wikis, improving user experience and functionality. Below are the fundamental changes:

• User Interface and Design Enhancements
  The interface is now cleaner and more intuitive, making it easier for users to navigate and interact with wikis.

• Improved Editor Capabilities
  Expanded formatting tools, multimedia insertion options, and auto-saving features provide a more robust editing experience.

• Versioning and Revision History
  A more detailed revision history interface allows users to easily compare versions, view change logs, and restore previous versions.

• Collaboration and Commenting Features
  Enhanced threaded commenting, inline commenting, and notifications improve collaboration.

• Tagging and Categorization Updates
  Improved tagging integrates seamlessly with the broader platform, enhancing content organization and searchability.

• Integration with Other Verint Features
  Enhanced integration connects wikis with blogs, discussions, and events for a more connected experience.

2. Instructions for Using Wikis in Verint Version 12

A. Creating a Wiki

• Navigate to the desired area (e.g., a group or community) and select “New.”
• Choose “Wiki” from the options.
• Fill in the details:
  • Title: Enter the wiki title.
  • Content: Use the rich text editor to add and format content, including multimedia elements.
  • Tags/Categories: Add tags and categories to improve searchability.
  • Adjust permissions if needed.
• Click “Publish” to make the wiki live.

B. Editing a Wiki

• Find and open the wiki by clicking on its title.
• Click the “Edit” button.
• Make changes using the rich text editor.
• Click “Save” to apply changes or “Save as Draft” for later publishing.

C. Deleting a Wiki

• Locate the wiki and open it.
• Access the “Options” or “Actions” menu (usually a gear icon or dropdown).
• Select “Delete” and confirm the deletion.

D. Sharing a Wiki

• Open the wiki and click the “Share” or “Actions” menu.
• Choose a sharing method:
  • Copy Link: Share the direct URL.
  • Internal Sharing: Tag other members in comments with the wiki link.

3. Additional Features and Best Practices

A. Wiki Structure and Organization

• Organize wikis using main pages and subpages for complex topics.
• Utilize navigation panels to create a logical flow for users.

B. Permissions Management

• Assign permissions carefully to control access to viewing or editing.
• Regularly review and update permissions to align with organizational policies.

C. Collaborative Editing and Drafts

• Encourage saving edits as drafts for better collaboration.
• Use mentions (e.g., @username) to engage collaborators directly within the wiki.

D. Customization Options

• Utilize templates for consistent formatting.

E. Multimedia and Embedding Options

• Embed videos, images, and documents to enhance wiki content.

F. Linking Within and Between Wikis

• Use internal links to connect related pages for a cohesive knowledge base.
• Create anchor links for easy navigation within long wiki pages.

G. Engaging Users and Encouraging Contributions

• Enable commenting for feedback and discussions.
• Host regular updates and reviews to keep information current.

H. Monitoring and Reporting Features

• Track wiki engagement using built-in tools to see page views and edit history.
• Monitor activity to identify outdated content that needs attention.

I. Tagging and Categorization Best Practices

• Use consistent tagging and categorization to improve searchability.
• Develop tagging guidelines for consistency across all pages.