Solutions

Solutions Management

Karishma Sibal May-7th, 2015 12:50 5 0
Solution is used to set up predefined replies for the staff members for the staff members and the knowledgebase for the clients as well as the staff members. It also helps to create the forums (Question and Answers), manage downloads, submission of any of the type of bug, feature the requests and many more. It is also very convenient for the clients as they can look up for any of the article they were looking for. Also it consists of various Categories and Articles related to it. These categories are logically separated by the Domains.

Towards the top right it will consist of Summary, Categories, Articles and Comments.

NOTE:

In order to use a particular Solution module, it is necessary that the module should be enabled from Settings by the admin.

1) Summary:

Summary will have short information or summary of the articles. Depending upon the domain that is selected the information would be displayed. It will contain the summary about the articles, recent articles and featured articles.

Display the Summary of articles:


It will display the summary of the articles displaying the count for Total articles, Total categories, Comments and featured articles.

Recent articles:

It will display all the articles that are been added recently along with the article, name of the staff by whom it is posted and the date when it is posted.

Featured articles:

Featured articles can be looked upon whenever needed. It gives proper exposure to the articles and thus saving the time of staff members. Thus it is possible to add html tags to the articles.

Ratings of Recent articles / Featured articles:

The ratings for the Recent and Featured articles are given by the clients in the Client Portal. Depending upon the rating a particular article gets from the client in the client portal, it gets displayed on the Summary of the Solutions.

2) Categories:

Solution consists of Categories and sub categories. Articles get added under these categories or sub categories.

Domain:

If one needs to add the categories then the particular company or the domain needs to be selected. Based on the Domain that is selected the particular category can be added for the specified domain.

Add Category:

Category can be added either from the root or it can be added under a category treated as sub category. Each of the categories and sub categories would consist of the details such as its type, visibility and the language of the category.

Title:

The name for the category or the sub category is to be specified here.

Description:

It will contain the description of the category that is added.

Parent category:

Any of the categories that are created can be selected as the Parent Category or the Sub Category.

Type:

It will specify the type of category and this category can be any of the one type: Knowledgebase, Suggestion or Question and answer.

Knowledgebase:

Various articles can be added as the knowledgebase type that directly appears on the client portal home screen. They are the Sticky articles. The clients can also give the ratings and Comments for the particular article.

Suggestion:

Suggestion allows the clients to give any of the suggestion for the articles posted by the staff members.

Question and answer:

Question and answer allows the clients to put forth their questions or queries and the staff can give a reply to the particular query that is posted by the client.

Order by:

Order by will decide how the particular article should appear on the Home Screen of the client. It can be ordered in various ways as given below.

New first:

The article which is been newly added will appear firstly and other will appear afterwards.

Old first:

The article which is the oldest or which was created first will be the oldest. This oldest article will appear firstly on the client portal home page.

Modified first:

The article which was lastly modified or the one on which any of the operation was performed previously will be appearing first.

Visible to:

Visible to will decide that the particular article will be visible to whom. It can be visible only to the Staff, logged in clients or everybody.

Everybody:

The particle article will be visible to everyone. It will be visible to Staff, Logged in clients and to the clients who haven’t signed up yet.

Logged in client:

The particular article will only be visible to the clients who have logged in to the client portal of Vision Helpdesk. It will not appear to those who haven’t logged in.

Staff only:

The particular articles will appear only to the staff members. The article will not be visible to the clients.

Post article:

Post article specifies who will be able to post the particular article.

Staff only:

Only the particular staff member will be allowed to post the particular article.

Logged In client:

When only Logged In client is selected then the article can also be added by the clients from the manage portal.

If staff only is selected for visible to then for the post article there will be only staff only option present.

Status:

The status of the particular category can be either enabled or disabled. Disabled articles will not appear for the clients in the client portal.

Update Category:

It is possible to edit or update a particular category by selecting that specific category. The changes can be made and can be updated by the Update option which is present at the bottom.

The particular Category can be deleted by the Delete option which is present at the bottom.

NOTE:

When a particular Category is deleted then all the articles and comments under that particular category also gets deleted.

3) Articles:

It is possible to add an article for the particular category. It is also possible to add html tags for the particular articles.

Mass Action on Articles:

It is possible to select either of the article or more than one article with the help of the checklist and perform the desired action on them. The article can be deleted by the delete option.

Add Article:

Number of articles can be added for particular Category. Also Html tags can be used while writing the particular article.

Articles can either from the categories or by Add article option. Besides each of the category there is an option to add an article. The category or sub category that is selected for adding the articles, the articles gets added under it.

Articles can also be added by selecting the Add article option from the Article listing.

Title:

The name of the article is to be specified here.

URL:

Based on the title that is added for the particular article the URL will be specified. It is also possible to change the URL for the article.

Domain:

The particular domain to which the article will belong is to be selected from the drop down.

Category:

The category to which the article belongs can be selected from here.

Editor:

The content for the particular article can be written in the particular text area that is provided.

Attachments:

It is also possible to make certain attachments with the articles.

There are four check boxes that are available when the particular article is added.


Allow comments:

The choice can be made whether the staff members allow the clients to comment for the particular article that is posted by them.

Allow ratings:

The staff members can decide whether they want the clients to rate their article or not.

When the ratings are not allowed by the staff members then they will not be able to give the ratings to any of the article that is posted by them.

Set as featured article:

The choice is to be made by the staff member whether the particular article that is added will appear as a featured article or not.

Login compulsory to client:

The particular article will be seen by the clients who have logged in. Clients without login will not be able to see the particular article.

Update Article:

It is possible to edit and update the particular article. The particular article can be edited by the Edit option and the same can be deleted by the Delete option which is present towards top right and can be selected from the drop down.

Features of Articles:

1)Insert Image:

Adding articles also has a feature to add an image along with the articles. There are three ways using which the images can be added:

(a) Uploading it from a local machine –

The image can be directly uploaded from the local machine for the article through this option.

(b) Insert the URL for the image –

The image can also be added by simply inserting the URL of the particular image which is to be inserted along with the article.

(c) Drag and Drop Method –

The image can be added by dragging the image and dropping it to the desired location where it is to be added.

2) Inserting Videos:

Videos can also be added along with the articles. One needs to add the Video embed code for the article and the video gets added along with the article.

3) Attachments:

It is possible to make the attachments along with the articles and can be viewed along with the articles.

4) Setting up of Permission for articles:

There can be various permissions that can be set for different articles. The permission such as whether he wants to allow comments and ratings for the articles by the clients. Whether the article should be displayed by default to the home page and whether only the login clients will be able to see the articles or not.

5) Updating and Editing particular article:

It is possible to edit the particular article and update the changes accordingly. It is also possible to delete the particular article by the Delete option.

4) Comments:

When the clients are allowed to add comments then they appear for the staff member. The clients cannot comment on an article if they are not allowed.

Mass Action on Comments:

It is possible to select either of the article or more than one article and perform the desired action on them. These actions include Approve, Disapprove, Mark spam, Not spam and Delete.

Approve:

Unless the staff member approves the comment for the article it will not appear for the particular article.

Disapprove:

If the comment for the particular article is disapproved then it will not appear for the particular article.

Mark spam:

The article can also be marked as the spam which is considered as a junk. It can be removed from Spam by Not Spam option.

Not spam:

The article can be removed from Spam by the Not Spam option.

Delete:

It is possible to delete a particular comment by the Delete option.

Sorted by:

The comments can be sorted in different ways that are as stated below:

All:

All the comments will appear when it is sorted by All.

Approve:

The comments are sorted in the order by which they are approved.

Disapprove:

The comments are sorted in the order by which they are disapproved.

Spam:

The comments are sorted by the order they are marked as spam.

Update Comment:

It is possible to edit or update a particular comment by selecting it from the listing. The changes can be made and can be updated accordingly.

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