diff --git a/content/applications/services/helpdesk/overview/forum_and_elearning.rst b/content/applications/services/helpdesk/overview/forum_and_elearning.rst index 75469b0cc..e3b32aa1b 100644 --- a/content/applications/services/helpdesk/overview/forum_and_elearning.rst +++ b/content/applications/services/helpdesk/overview/forum_and_elearning.rst @@ -5,68 +5,80 @@ Forum and eLearning Forum ===== -To go above and beyond email, live chat, web forms, and phone lines, offer your customers a -support forum. This way, customers might become more attached to your company as they would be -investing time to get into details of your business. You also encourage the exchange of experiences -and knowledge, supporting the feeling of belonging to a community (your community!). +Phone lines, email support, and live chat are necessary for excellent customer service, but +adding a support forum can improve satisfaction rates and build a loyal community. A forum +encourages customer engagement, knowledge sharing, and brand trust. By providing a space for +questions and conversation, you'll gain valuable business insights, and your +customers will be happier. Set up ------ -Go to :menuselection:`Helpdesk --> Configuration --> Helpdesk Team` and enable *Help Center*. +Go to :menuselection:`Helpdesk --> Configuration --> Helpdesk Team`, select a Helpdesk Team, and +turn on *Help Center* under Self-Service. -.. image:: media/help_center_feature.png +.. image:: forum_and_elearning/help-center-feature.png :align: center :alt: Overview of the settings page of a helpdesk team emphasizing the help center feature in Odoo Helpdesk -Create, or edit a forum by clicking on the external link. Among the editing options, choose -if you would like the *Forum Mode* to be *Questions*: only one answer is allowed per question or -*Discussions*: multiple answers are allowed per question. +Click on the external link to create or edit a forum. Among the editing options, choose +if you would like the *Forum Mode* to be *Questions* (only one answer is allowed per question) or +*Discussions* (multiple answers are allowed per question). -.. image:: media/help_center_customer_care.png +.. image:: forum_and_elearning/help-center-customer-care.png :align: center :alt: Overview of a forum’s settings page in Odoo Helpdesk -From now on, logged in users can start their discussions. To keep track of posts, go to +After clicking *Save*, logged in users can now start their discussions. To keep track of posts, +go to :menuselection:`Website --> Forum --> Posts`. -.. image:: media/customer_care_website.png +.. image:: forum_and_elearning/customer-care-website.png :align: center :alt: Overview of the Forums page of a website to show the available ones in Odoo Helpdesk -Turn tickets into forum posts by simply clicking on *Share on the Forum* on the ticket's page. +Turn tickets into forum posts by simply clicking *Share on the Forum* on the ticket form. -.. image:: media/share_forum.png +.. image:: forum_and_elearning/customer-care-share-on-forum.png :align: center - :alt: Overview of the Forums page of a website to show the available ones in Odoo Helpdesk + :alt: Helpdesk ticket form setting to select Share on the Forum feature. eLearning ========= -In addition to a forum, offer online courses. When doing so, you link your customers and users’ -needs and questions to useful content, helping to boost efficiency as they can also find their -answers there. +In addition to a forum, online courses can improve customer experience and save your support team +valuable time. Your customers can find answers themselves through tutorials, and your team +can send links to helpful content rather than writing out lengthy emails. Set up ------ -Go to :menuselection:`Helpdesk --> Configuration --> Helpdesk Teams` and enable *eLearning*. +Go to :menuselection:`Helpdesk --> Configuration --> Helpdesk Teams`, select a Helpdesk Team, and +enable *eLearning* under Self-Service. -.. image:: media/elearning_feature.png +.. image:: forum_and_elearning/customer-care-eLearning-setting.png :align: center :alt: Overview of the settings page of a customer care team emphasizing the feature elearning in Odoo Helpdesk -Once the structure and content of your course are ready, *Publish* it by clicking on *Unpublished*. +Click on the external link to create or edit an eLearning channel. -.. image:: media/course_website.png +.. image:: forum_and_elearning/customer-care-basics-furniture-creation.png + :align: center + :alt: Overview of the settings page of an eLearning course emphasizing the feature elearning in + Odoo Helpdesk + +Once the structure and content of your course are ready, *Publish* by clicking on *Unpublished*. + +.. image:: forum_and_elearning/eLearning-course-published.png :align: center :alt: View of a course being published for Odoo Helpdesk -To keep track of your course statistics, go to *eLearning* and *View Course*. +Use the *eLearning app* for an overview of all your courses and to keep track of course +statistics, attendees, views, reviews, and more. -.. image:: media/view_course_elearning.png +.. image:: forum_and_elearning/eLearning-app-statistics.png :align: center :alt: View of the elearning applications dashboard for Odoo Helpdesk diff --git a/content/applications/services/helpdesk/overview/forum_and_elearning/customer-care-basics-furniture-creation.png b/content/applications/services/helpdesk/overview/forum_and_elearning/customer-care-basics-furniture-creation.png new file mode 100644 index 000000000..a1468004a Binary files /dev/null and b/content/applications/services/helpdesk/overview/forum_and_elearning/customer-care-basics-furniture-creation.png differ diff --git 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