[IMP] Helpdesk: Helpcenter updates

closes odoo/documentation#11713

Signed-off-by: Jessica Rogers (jero) <jero@odoo.com>
Co-authored-by: Sam Lieber (sali) <36018073+samueljlieber@users.noreply.github.com>

content/applications/services/helpdesk/overview/help_center.rst

@@ -2,25 +2,25 @@
 Help Center
 ===========
 
-Odoo *Helpdesk* integrates with the *Forum*, *eLearning*, and *Knowledge* apps to create the *Help
+.. |plus| replace:: :icon:`fa-plus` :guilabel:`(plus)` icon
-Center*. The *Help Center* is a centralized location where teams and customers can search for and
+
-share detailed information about products and services.
+Odoo **Helpdesk** integrates with the **Forums**, **eLearning**, and **Knowledge** apps to create
+the *Help Center*. The *Help Center* is a centralized location where teams and customers can search
+for and share detailed information about products and services.
 
 .. image:: help_center/help-center-enable-features.png
-   :align: center
    :alt: Overview of the settings page of a team emphasizing the Help Center features.
 
 Configuration
 =============
 
-To activate any *Help Center* features (*Forums*, *eLearning*, or *Knowledge*) on a *Helpdesk* team,
+To activate any of the *Help Center* features on a *Helpdesk* team, go to :menuselection:`Helpdesk
-go to :menuselection:`Helpdesk app --> Configuration --> Helpdesk Teams` and select a team, or
+app --> Configuration --> Helpdesk Teams` and select a team, or create a :doc:`new one
-create a :doc:`new one <../../helpdesk>`. Verify the :guilabel:`Visibility` of the team is set to
+<../../helpdesk>`. Verify the :guilabel:`Visibility` of the team is set to :guilabel:`Invited portal
-:guilabel:`Invited portal users and all internal users (public)` in the :guilabel:`Visibility &
+users and all internal users (public)` in the :guilabel:`Visibility & Assignment` section.
-Assignment` section.
 
-Additionally, the :guilabel:`Website Form` option on the *Helpdesk* team page **must** be enabled to
+Additionally, the :guilabel:`Website Form` option on the **Helpdesk** team form **must** be enabled
-activate any of the *Help Center* features. When one or more of the *Help Center* features is
+to activate any of the *Help Center* features. When one or more of the *Help Center* features is
 enabled, the :guilabel:`Website Form` is automatically enabled, as well.
 
 .. danger::
@@ -28,8 +28,8 @@ enabled, the :guilabel:`Website Form` is automatically enabled, as well.
    of them may result in the installation of additional modules or applications.
 
    Installing a new application on a *One-App-Free* database will trigger a 15-day trial. At the end
-   of the trial, if a paid subscription has **not** been added to the database, it will no longer be
+   of the trial, if a `paid subscription <https://www.odoo.com/pricing>`_ has **not** been added to
-   active or accessible.
+   the database, it will no longer be active or accessible.
 
 .. seealso::
    :doc:`Helpdesk Overview <../../helpdesk>`
@@ -37,24 +37,29 @@ enabled, the :guilabel:`Website Form` is automatically enabled, as well.
 Knowledge
 =========
 
-Odoo's *Knowledge* application is a collaborative library, where users can store, edit, and share
+Odoo's **Knowledge** application is a collaborative library, where users can store, edit, and share
-information. The *Knowledge* app is accessible throughout the database by clicking on the
+information. The **Knowledge** app can be used to publish user guides and :abbr:`FAQs (Frequently
-:guilabel:`Knowledge (bookmark)` icon.
+Asked Questions)` with customers externally, while also collaborating internally on shared
+documents.
 
-.. image:: help_center/help-center-knowledge-bookmark-icon.png
+The **Knowledge** app is accessible throughout the database by clicking on the :guilabel:`Knowledge
-   :align: center
+(bookmark)` icon.
+
+.. figure:: help_center/help-center-knowledge-bookmark-icon.png
    :alt: View of a message in Helpdesk focusing on the Knowledge bookmark icon.
 
+   The Knowledge app is represented by the bookmark icon.
+
 Enable Knowledge on a Helpdesk team
 -----------------------------------
 
-To enable the *Knowledge* feature on a *Helpdesk* team, go to :menuselection:`Helpdesk app -->
+To enable the **Knowledge** feature on a *Helpdesk* team, go to :menuselection:`Helpdesk app -->
 Configuration --> Helpdesk Teams` and select a team, or create a :doc:`new one <../../helpdesk>`.
 
 When a team has been selected or created, Odoo displays that team's detail form.
 
 On the team's detail form, scroll down to the :guilabel:`Help Center` section. Then, click the box
-next to :guilabel:`Knowledge` to activate the *Knowledge* feature. When clicked, a new field
+next to :guilabel:`Knowledge` to activate the **Knowledge** feature. When clicked, a new field
 labeled, :guilabel:`Article` appears.
 
 Clicking the :guilabel:`Article` field reveals a drop-down menu. At first, there is only one option
@@ -64,15 +69,14 @@ in the drop-down menu titled :guilabel:`Help`, which Odoo provides by default. S
 .. tip::
    To create a new article, go to the :menuselection:`Knowledge app`, then hover the cursor next to
    the :guilabel:`Workspace` section heading, located in the left sidebar. Moving the cursor there
-   reveals a hidden :guilabel:`➕ (plus sign)` icon.
+   reveals a hidden |plus|.
 
-   Click the :guilabel:`➕ (plus sign)` icon to create a new article in the :guilabel:`Workspace`.
+   Click the |plus| to create a new article in the :guilabel:`Workspace`. Click the
-   In the upper-right corner of the page, click the :guilabel:`Share` button, and slide the
+   :icon:`fa-share-alt` :guilabel:`Share` icon, and slide the :guilabel:`Share to Web` toggle switch
-   :guilabel:`Share to Web` toggle switch until it reads :guilabel:`Article Published`. It can then
+   until it reads :guilabel:`Article Published`. It can then be added to a **Helpdesk** team.
-   be added to a *Helpdesk* team.
 
-Once an article has been created and assigned to a *Helpdesk* team, content can be added and
+Once an article has been created and assigned to a **Helpdesk** team, content can be added and
-organized through the *Knowledge* app.
+organized through the **Knowledge** app.
 
 .. seealso::
    :doc:`Editing Knowledge articles <../../../productivity/knowledge/articles_editing>`
@@ -80,10 +84,10 @@ organized through the *Knowledge* app.
 Search articles from a Helpdesk ticket
 --------------------------------------
 
-When members of a *Helpdesk* team are trying to solve a ticket, they can search through the content
+When members of a **Helpdesk** team are trying to solve a ticket, they can search through the
-in the *Knowledge* app for more information on the issue.
+content in the **Knowledge** app for more information on the issue.
 
-To search *Knowledge* articles, open a ticket — either from the *Helpdesk* app dashboard, or by
+To search **Knowledge** articles, open a ticket — either from the **Helpdesk** app dashboard, or by
 going to :menuselection:`Helpdesk app --> Tickets --> All Tickets`, then select a ticket from the
 list.
 
@@ -93,12 +97,11 @@ Click the :guilabel:`Knowledge (bookmark)` icon, located at the top-right of the
 pop-up search window.
 
 .. image:: help_center/help-center-knowledge-search.png
-   :align: center
    :alt: View of knowledge search window from a helpdesk ticket.
 
 .. tip::
-   *Knowledge* articles can also be searched by pressing :command:`Ctrl + K` to open the command
+   **Knowledge** articles can also be searched by pressing :command:`Ctrl + K` to open the command
-   palette, then typing `?`, followed by the name of the desired article.
+   palette, then typing :kbd:`?`, followed by the name of the desired article.
 
 When Odoo reveals the desired article, click it, or highlight the :guilabel:`Article` title, and
 press :command:`Enter`. This will open the article in the :guilabel:`Knowledge` application.
@@ -112,7 +115,8 @@ To open the article in a new tab, press :command:`Ctrl + Enter`.
 Share an article to the Help Center
 ~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~
 
-To make a *Knowledge* article available to customers and website visitors, it **must** be published.
+To make a **Knowledge** article available to customers and website visitors, it **must** be
+published.
 
 .. important::
    Even though the *Help* article has been enabled on a team, Odoo does **not** share all the nested
@@ -120,17 +124,16 @@ To make a *Knowledge* article available to customers and website visitors, it **
    be viewable on the website.
 
 To publish an article, navigate to the desired article, by following the above steps, and click the
-:guilabel:`Share` icon in the upper-right corner. This reveals a menu. Slide the toggle button
+:icon:`fa-share-alt` :guilabel:`Share` icon. This reveals a menu. Slide the toggle button labeled
-labeled :guilabel:`Share to Web` to read :guilabel:`Article Published`.
+:guilabel:`Share to Web` to read :guilabel:`Article Published`.
 
 .. image:: help_center/help-center-knowledge-sharing.png
-   :align: center
    :alt: View of a knowledge article focused on sharing and publishing options.
 
 Solve tickets with a clipboard box
 ----------------------------------
 
-*Clipboard* boxes can be added to *Knowledge* articles to allow content to be reused, copied, sent
+*Clipboard* boxes can be added to **Knowledge** articles to allow content to be reused, copied, sent
 as messages, or added to the description on a ticket. This allows teams to maintain consistency when
 answering customer tickets, and minimize the amount of time spent on responding to repeat questions.
 
@@ -138,33 +141,32 @@ Add clipboard boxes to articles
 ~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~
 
 To create a clipboard box, go to :menuselection:`Knowledge app --> Help`. Click on an existing
-nested article or create a new one by clicking the :guilabel:`➕ (plus sign)` icon next to *Help*.
+nested article or create a new one by clicking the |plus| next to *Help*.
 
-Type `/` to open the *powerbox*, and view a drop-down list of :doc:`commands
+Type :kbd:`/` to open the *powerbox*, and view a drop-down list of :doc:`commands
-<../../../productivity/knowledge/articles_editing>`. Select or type `clipboard`. A gray block is
+<../../../productivity/knowledge/articles_editing>`. Select or type :kbd:`clipboard`. A gray block
-then added to the page. Add any necessary content to this block.
+is then added to the page. Add any necessary content to this block.
 
 .. image:: help_center/help-center-knowledge-clipboard-options.png
-   :align: center
    :alt: View of a clipboard in knowledge with focus on send and copy options.
 
 .. note::
    Clipboard boxes only display the :guilabel:`Use as description` or :guilabel:`Send as Message`
-   options if they are accessed directly from the *Helpdesk*.
+   options if they are accessed directly from the **Helpdesk**.
 
 Use clipboard boxes in tickets
 ~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~
 
-Clipboard boxes can be used to respond directly to a *Helpdesk* ticket as a message, or to add
+Clipboard boxes can be used to respond directly to a **Helpdesk** ticket as a message, or to add
 information to the ticket's description.
 
-To use clipboard boxes in a *Helpdesk* ticket, first, open a ticket, either from the
+To use clipboard boxes in a **Helpdesk** ticket, first, open a ticket, either from the
 :guilabel:`Helpdesk` dashboard or by going to :menuselection:`Helpdesk app --> Tickets --> All
 Tickets` and selecting a ticket from the list.
 
 Click on the :guilabel:`Knowledge (bookmark)` icon in the top-right corner. This opens a search
 window. In this search window, select, or search, for the desired article. Doing so reveals that
-article page in the Odoo *Knowledge* application.
+article page in the Odoo **Knowledge** application.
 
 To use a clipboard box to respond to a ticket, click :guilabel:`Send as message` in the upper-right
 corner of the clipboard box, located in the body of the article.
@@ -184,13 +186,13 @@ Community Forum
 ===============
 
 A *Community Forum* provides a space for customers to answer each other's questions and share
-information. By integrating a forum with a *Helpdesk* team, tickets submitted by customers can be
+information. By integrating a forum with a **Helpdesk** team, tickets submitted by customers can be
 converted to posts and shared.
 
 Enable forums on a Helpdesk team
 --------------------------------
 
-To enable :guilabel:`Community Forums` on a *Helpdesk* team, start by navigating to
+To enable :guilabel:`Community Forums` on a **Helpdesk** team, start by navigating to
 :menuselection:`Helpdesk app --> Configuration --> Helpdesk Teams` and select a team, or create a
 :doc:`new one <../../helpdesk>`.
 
@@ -213,7 +215,7 @@ To create a new forum, type a name into the blank :guilabel:`Forums` field, then
 Create a forum post from a Helpdesk ticket
 ------------------------------------------
 
-When a *Helpdesk* team has a *Forum* enabled, tickets submitted to that team can be converted to
+When a **Helpdesk** team has a *Forum* enabled, tickets submitted to that team can be converted to
 forum posts.
 
 To do that, select a ticket, either from a team's pipeline or from :menuselection:`Tickets --> All
@@ -222,7 +224,6 @@ Tickets` in the :guilabel:`Helpdesk` application.
 At the top of the ticket detail form, click the :guilabel:`Share on Forum` button.
 
 .. image:: help_center/help-center-share-on-forum.png
-   :align: center
    :alt: Overview of the Forums page of a website to show the available ones in Odoo Helpdesk.
 
 When clicked, a pop-up window appears. Here, the :guilabel:`Forum` post and :guilabel:`Title` can be
@@ -232,10 +233,29 @@ edited to correct any typos, or modified to remove any proprietary or client inf
 users to locate during a search. When all adjustments have been made, click :guilabel:`Create and
 View Post`.
 
+Create a Helpdesk ticket from a forum post
+------------------------------------------
+
+Forum posts submitted by portal users can be converted to **Helpdesk** tickets.
+
+To create a ticket, navigate to a forum post, and click the :icon:`fa-ellipsis-h`
+:guilabel:`(ellipsis)` icon. Then, click :guilabel:`Create Ticket`.
+
+.. image:: help_center/help-center-create-ticket.png
+   :alt: A forum post with the create ticket option visible.
+
+This opens a :guilabel:`Create Ticket` pop-up. Make any necessary edits to the :guilabel:`Create
+Ticket` field. Then, confirm the :guilabel:`Helpdesk Team` the ticket should be assigned to.
+
+Click :guilabel:`Create & View Ticket` or :guilabel:`Create Ticket`.
+
+.. note::
+   The original forum post is linked in the chatter on the new ticket.
+
 eLearning
 =========
 
-Odoo *eLearning* courses offer customers additional training and content in the form of videos,
+Odoo **eLearning** courses offer customers additional training and content in the form of videos,
 presentations, and certifications/quizzes. Providing additional training enables customers to work
 through issues and find solutions on their own. They can also develop a deeper understanding of the
 services and products they are using.
@@ -243,7 +263,7 @@ services and products they are using.
 Enable eLearning courses on a Helpdesk team
 -------------------------------------------
 
-To enable *eLearning* courses on a *Helpdesk* team, go to :menuselection:`Helpdesk app -->
+To enable **eLearning** courses on a **Helpdesk** team, go to :menuselection:`Helpdesk app -->
 Configuration --> Helpdesk Teams` and select a team, or create a :doc:`new one <../../helpdesk>`.
 
 On the team's settings page, scroll to the :guilabel:`Help Center` section, and check the box next
@@ -257,10 +277,10 @@ courses can be assigned to a single team.
 Create an eLearning course
 --------------------------
 
-A new *eLearning* course can be created from the :guilabel:`Helpdesk` team's settings page, as in
+A new **eLearning** course can be created from the :guilabel:`Helpdesk` team's settings page, as in
-the step above, or from the *eLearning* app.
+the step above, or from the **eLearning** app.
 
-To create a course directly through the *eLearning* application, navigate to
+To create a course directly through the **eLearning** application, navigate to
 :menuselection:`eLearning --> New`. This reveals a blank course template that can be customized and
 modified as needed.
 
@@ -284,7 +304,6 @@ where instructed. Click :guilabel:`Save` when finished. Click :guilabel:`Add Sec
 the course in sections.
 
 .. image:: help_center/help-center-elearning-course-contents-page.png
-   :align: center
    :alt: View of a course being published for Odoo Helpdesk.
 
 .. note::
@@ -309,7 +328,7 @@ To allow customers to enroll in a course, both the course and the contents **mus
 To make the entire course available at once, each piece of course content must be published first,
 then the course can be published.
 
-To publish a course, choose a course from the *eLearning* dashboard. On the course template page,
+To publish a course, choose a course from the **eLearning** dashboard. On the course template page,
 click the :guilabel:`Go to Website` smart button.
 
 This will reveal the front end of the course's web page. At the top of the course web page, move
@@ -318,15 +337,14 @@ the :guilabel:`Unpublished` toggle switch to :guilabel:`Published`.
 Publish eLearning course contents from the back-end
 ~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~
 
-To publish *eLearning* course content from the back-end, choose a course from the *eLearning*
+To publish **eLearning** course content from the back-end, choose a course from the **eLearning**
 dashboard. On the course template page, click the :guilabel:`Published Contents` smart button.
 
 Doing so reveals a separate page displaying all the published content related to that course. Remove
 the default :guilabel:`Published` filter from the search bar in the upper-right corner, to reveal
 all the content related to the course - even the non-published content.
 
-Click the :guilabel:`≣ (bars)` icon in the upper-right corner, directly beneath the search bar to
+Click the :icon:`oi-view-list` :guilabel:`(list)` icon to switch to list view.
-switch to list view.
 
 While in list view, there is a checkbox on the far-left of the screen, above the listed courses, to
 the left of the :guilabel:`Title` column title. When that checkbox is clicked, all the course
@@ -337,5 +355,4 @@ This reveals a pop-up window, asking for confirmation that all selected records
 published. Click :guilabel:`Confirm` to automatically publish all course content.
 
 .. image:: help_center/help-center-elearning-publish-back-end.png
-   :align: center
    :alt: View of a course contents being published in Odoo Helpdesk back-end.