[IMP] helpdesk: update help center documentation

closes odoo/documentation#3864

Signed-off-by: Zachary Straub (zst) <zst@odoo.com>

content/applications/services/helpdesk/overview.rst

@@ -11,5 +11,5 @@ Overview
    overview/sla
    overview/receiving_tickets
    overview/reports
-   overview/forum_and_elearning
+   overview/help_center
    overview/ratings

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

@@ -1,73 +0,0 @@
-===================
-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!).
-
-Set up
-------
-
-Go to :menuselection:`Helpdesk --> Configuration --> Helpdesk Team` and enable *Help Center*.
-
-.. 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.
-
-.. 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
-:menuselection:`Website --> Forum --> Posts`.
-
-.. 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.
-
-.. image:: forum_and_elearning/share_forum.png
-   :align: center
-   :alt: Overview of the Forums page of a website to show the available ones in Odoo Helpdesk
-
-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.
-
-Set up
-------
-
-Go to :menuselection:`Helpdesk --> Configuration --> Helpdesk Teams` and enable *eLearning*.
-
-.. image:: forum_and_elearning/elearning_feature.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*.
-
-.. image:: forum_and_elearning/course_website.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*.
-
-.. image:: forum_and_elearning/view_course_elearning.png
-   :align: center
-   :alt: View of the elearning applications dashboard for Odoo Helpdesk
-
-.. todo:: DETAILS/INFO SHOULD COME FROM ELEARNING DOCS. THEREFORE, LINK DOCS ONCE AVAILABLE!

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

@@ -0,0 +1,410 @@
+===========
+Help center
+===========
+
+Odoo *Helpdesk* integrates with the *Forums*, *eLearning*, and *Knowledge* apps to create the *help
+center*.
+
+.. image:: help_center/help-center-enable-features.png
+   :align: center
+   :alt: Overview of the settings page of a team emphasizing the help center features.
+
+The *help center* is a centralized location where teams and customers can search for and share
+detailed information about products and services.
+
+.. note::
+   In order to activate any of these features on a *Helpdesk* team, (*Forums*, *eLearning*, or
+   *Knowledge*), the :guilabel:`Visibility` of the team has to be set to :guilabel:`Invited portal
+   users and all internal users`. See :doc:`Getting Started
+   </applications/services/helpdesk/overview/getting_started>` for more information on *Helpdesk*
+   team settings and configuration.
+
+.. warning::
+   Since all of the *help center* features require integration with other applications, enabling any
+   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
+   active or accessible.
+
+Knowledge
+=========
+
+Odoo's *Knowledge* application is a collaborative library where users can store, edit, and share
+information. The *Knowledge* app is represented throughout the database by a *book* icon.
+
+.. image:: help_center/help-center-knowledge-book-icon.png
+   :align: center
+   :alt: View of a message in Helpdesk focusing on the Knowledge book icon.
+
+Enable Knowledge on a Helpdesk team
+-----------------------------------
+
+To enable the *Knowledge* feature on a *Helpdesk* team, go to :menuselection:`Helpdesk -->
+Configuration --> Teams` and select a team, or create a :doc:`new one
+</applications/services/helpdesk/overview/getting_started>`.
+
+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:`Self-Service` section. Click the box 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
+in the drop-down menu titled :guilabel:`Help`, which Odoo provides by default. Select
+:guilabel:`Help` from the drop-down menu to choose this article.
+
+.. 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.
+
+   Click the :guilabel:`➕ (plus sign)` to create a new article in the :guilabel:`Workspace`. In the
+   upper right corner of the page, click the :guilabel:`Share` button, and slide the
+   :guilabel:`Share to Web` toggle switch until it reads :guilabel:`Article Published`. It can then
+   be added to a *Helpdesk* team.
+
+Once an article has been created and assigned to a *Helpdesk* team, content can be added and
+organized through the *Knowledge* app.
+
+.. seealso::
+   :doc:`Editing Knowledge articles </applications/productivity/knowledge/articles_editing>`
+
+Search articles from a Helpdesk ticket
+--------------------------------------
+
+When members of a *Helpdesk* team are trying to solve a ticket, they can search through the 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
+going to :menuselection:`Helpdesk app --> Tickets --> All Tickets`, and selecting a
+:guilabel:`Ticket` from the list.
+
+When a :guilabel:`Ticket` is selected, Odoo reveals that ticket's detail form.
+
+Click the :guilabel:`Knowledge (book)` icon, located above the chatter to open a 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
+   palette, then typing :command:`?`, 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.
+
+To open the article in a new tab, press :command:`Ctrl + Enter`.
+
+.. tip::
+   If a more in-depth search is required, press :command:`Alt + B`. That will reveal a separate
+   page, in which a more detailed search can occur.
+
+Share articles to the help center
+~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~
+
+In order for a *Knowledge* article to be available to customers and website visitors, it has to be
+published.
+
+.. note::
+   Even though the *Help* article has been enabled on a team, Odoo will not share all the nested
+   articles to the web. Individual articles intended for customers **must** be published for them to
+   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 will reveal a menu. Slide the toggle
+button labeled :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 templates
+----------------------------
+
+*Template* 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.
+
+Add templates to articles
+~~~~~~~~~~~~~~~~~~~~~~~~~
+
+To create a template, go to :menuselection:`Knowledge --> Help`. Click on an existing nested article
+or create a new one by clicking the :guilabel:`➕ (plus sign)` icon next to *Help*.
+
+Type `/` to open the :guilabel:`Powerbox` and view a list of :doc:`commands
+</applications/productivity/knowledge/articles_editing>`. Select or type `template`. A gray template
+block will be added to the page. Add any necessary content to this block.
+
+.. image:: help_center/help-center-knowledge-template-options.png
+   :align: center
+   :alt: View of a template in knowledge with focus on send and copy options.
+
+.. note::
+   Templates will only display the :guilabel:`Use as description` or :guilabel:`Send as Message`
+   options if they are accessed directly from *Helpdesk*.
+
+Use templates in tickets
+~~~~~~~~~~~~~~~~~~~~~~~~
+
+Templates can be used to respond directly to a *Helpdesk* ticket as a message, or to add information
+to the ticket's description.
+
+To use templates in a *Helpdesk* ticket, first, open a ticket, either from the :guilabel:`Helpdesk`
+dashboard or by going to :menuselection:`Helpdesk --> Tickets --> All Tickets` and selecting a
+:guilabel:`Ticket` from the list.
+
+Click on the :guilabel:`Knowledge (book)` icon above the chatter for the ticket. 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.
+
+To use a template to respond to a ticket, click :guilabel:`Send as message` in the upper right
+corner of the template box, located in the body of the article.
+
+Doing so opens a :guilabel:`Compose email` pop-up window. In this window, select the recipients,
+make any necessary additions or edits to the template, then click :guilabel:`Send`.
+
+.. tip::
+   To use a template to add information to a ticket's description, click :guilabel:`Use as
+   description` in the upper right corner of the template box, located in the body of the article.
+   Doing so will not replace the existing text in a ticket's description. The template will be added
+   as additional text.
+
+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
+converted to posts and shared.
+
+Enable forums on a Helpdesk team
+--------------------------------
+
+To enable :guilabel:`Community Forums` on a *Helpdesk* team, start by navigating to
+:menuselection:`Helpdesk app --> Configuration --> Teams` and select a team, or create a :doc:`new
+one </applications/services/helpdesk/overview/getting_started>`.
+
+Selecting or creating a team reveals that team's detail form. Scroll down to the
+:guilabel:`Self-Service` section of features, and enable :guilabel:`Community Forum`, by checking
+the box beside it.
+
+When activated, a new field labeled :guilabel:`Forums` appears beneath.
+
+Click the empty :guilabel:`Forums` field to reveal a drop-down menu. By default, there is only one
+option to begin with, labeled :guilabel:`Help`. That is the option Odoo automatically created when
+the :guilabel:`Community Forums` feature was enabled. Select :guilabel:`Help` from the drop-down
+menu to enable that forum.
+
+To create a new forum, type a name into the blank :guilabel:`Forums` field, then click the
+:guilabel:`Create and Edit` option. Multiple forums can be selected in this field.
+
+Set up a forum
+--------------
+
+The settings on a forum are managed through either the *Website* or *eLearning* applications. From
+the Odoo Dashboard, navigate to :menuselection:`Website --> Configuration --> Forums` or
+:menuselection:`eLearning --> Forum --> Forums`. In either case, select a forum to edit from the
+list.
+
+On the forum detail form, select a mode.
+
+The :guilabel:`Questions` mode allows for one answer/response for each post, while
+:guilabel:`Discussion` mode allows for multiple responses. To limit the forum to a single website,
+select it from the :guilabel:`Website` field.
+
+Under the :guilabel:`Order and Visibility` section, in the :guilabel:`Options` tab, choose how the
+posts should be sorted, by modifying the :guilabel:`Default Sort` field. Change the
+:guilabel:`Privacy` setting to change which users will have access to the forum.
+
+Below these settings, there is space to add a description for the forum. This description will be
+visible on the website where the forum is published.
+
+.. image:: help_center/help-center-forum-settings.png
+   :align: center
+   :alt: Overview of a forum's settings page in Odoo Helpdesk.
+
+Karma gains and karma related rights
+~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~
+
+When users interact on forums - either through posting questions, submitting answers, or upvoting
+responses - they earn points, called *karma*.
+
+Karma points are used to build the credibility of a user within the community. The more positive
+interactions a user has on the forum, the more karma points they gain. Certain activities, such as
+posting without validation, or editing posts, require users to have earned a specific level of karma
+points to prove their legitimacy and trustworthiness.
+
+These figures can be adjusted on the :guilabel:`Karma gains` and :guilabel:`Karma related rights`
+tabs, located on the forums detail form.
+
+.. tabs::
+
+   .. tab:: Karma gains
+
+      In the :guilabel:`Karma gains` tab, there are listed actions that will cause users to gain
+      (or lose) karma points. Those actions are:
+
+      - Asking a question
+      - Question upvoted
+      - Question downvoted
+      - Answer upvoted
+      - Answer downvoted
+      - Accepting an answer
+      - Answer accepted
+      - Answer flagged
+
+   .. tab:: Karma related rights
+
+      In the :guilabel:`Karma related rights` tab, there are listed activities that users cannot
+      complete, without having a specific level of karma points. Those activities are:
+
+      - Ask questions
+      - Answer questions
+      - Upvote
+      - Downvote
+      - Edit own posts
+      - Edit all posts
+      - Close own posts
+      - Close all posts
+      - Delete own posts
+      - Delete all posts
+      - Nofollow links
+      - Accept an answer on own question
+      - Accept an answer to all questions
+      - Editor features: image and links
+      - Comment on own posts
+      - Comment on all posts
+      - Convert own answers to comments (and vice versa)
+      - Convert all answers to comments (and vice versa)
+      - Unlink own comments
+      - Unlink all comments
+      - Ask questions without validation
+      - Flag a post as offensive
+      - Moderate posts
+      - Change question tags
+      - Create new tags
+
+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
+forum posts.
+
+To do that, select a ticket, either from a team's pipeline or from :menuselection:`Tickets --> All
+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 appears. Here, the post and title can be edited to correct any typos, or
+modified to remove any proprietary or client information. :guilabel:`Tags` can also be added to
+help organize the post in the forum, making it easier for users to locate during a search. When all
+adjustments have been made, click :guilabel:`Create and View Post`.
+
+eLearning
+=========
+
+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.
+
+Enable eLearning courses on a Helpdesk team
+-------------------------------------------
+
+To enable *eLearning* courses on a *Helpdesk* team, go to :menuselection:`Helpdesk --> Configuration
+--> Teams` and select a team, or create a :doc:`new one
+</applications/services/helpdesk/overview/getting_started>`.
+
+On the team's settings page, scroll to the :guilabel:`Self-Service` section, and check the box next
+to :guilabel:`eLearning`. A new field will appear below, labeled :guilabel:`Courses`.
+
+Click the empty field next to :guilabel:`Courses` beneath the :guilabel:`eLearning` feature to
+reveal a drop-down menu. Select an available course from the drop-down menu, or type a title into
+the field, and click :guilabel:`Create and edit` to create a new course from this page. Multiple
+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
+the step above, or from the *eLearning* app.
+
+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.
+
+On the course template page, add a :guilabel:`Course Title`, and below that, :guilabel:`Tags`.
+
+Click on the :guilabel:`Options` tab. Under :guilabel:`Access Rights`, choose the :guilabel:`Enroll
+Policy`. This determines which users will be allowed to take the course. Under :guilabel:`Display`,
+choose the course :guilabel:`Type` and :guilabel:`Visibility`. The :guilabel:`Visibility` setting
+determines whether the course will be available to public site visitors or members.
+
+Add content to an eLearning course
+~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~
+
+To add content to a course, click the :guilabel:`Content` tab and select :guilabel:`Add Content`.
+Choose the :guilabel:`Content Type` from the drop-down menu and upload the file, or paste the link,
+where instructed. Click :guilabel:`Save` when finished. Click :guilabel:`Add Section` to organize
+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::
+   In order to add a certification to a course, go to :menuselection:`eLearning --> Configuration
+   --> Settings`, check the box labeled :guilabel:`Certifications`, and :guilabel:`Save` to activate
+   the setting.
+
+.. seealso::
+   `Odoo Tutorials: eLearning <https://www.odoo.com/slides/elearning-56>`_
+
+Publish an eLearning course
+---------------------------
+
+To allow customers to enroll in a course, both the course and the contents need to be published.
+
+If the course is published, but the contents of the course are not published, customers can enroll
+in the course on the website, but they won't be able to view any of the course content. Knowing
+this, it may be beneficial to publish the course first if the course contents are intended to be
+released over time, such as classes with a weekly schedule.
+
+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,
+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
+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*
+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:`≣ (List View)` icon in the upper-right corner, directly beneath the search bar
+to switch to list view.
+
+While in :guilabel:`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. When that checkbox is clicked, all the course
+contents are selected at once.
+
+With all the course content selected, double click any of the boxes in the :guilabel:`Is Published`
+column. This reveals a pop-up window, asking for confirmation that all selected records are intended
+to be published. Click :guilabel:`OK` 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.

redirects/16.0.txt

@@ -45,6 +45,9 @@ applications/sales/subscriptions/sales_flow/upselling.rst applications/sales/sub
 applications/services/helpdesk/timesheet_and_invoice/reinvoice_from_project.rst applications/services/helpdesk/advanced/track_and_bill.rst
 applications/services/helpdesk/timesheet_and_invoice/invoice_time.rst applications/services/helpdesk/advanced/track_and_bill.rst
 
+# applications/websites
+applications/services/helpdesk/overview/forum_and_elearning.rst applications/services/helpdesk/overview/help_center.rst                       # forum_elearning -> help_center
+
 # applications/websites
 
 applications/websites/ecommerce/getting_started/catalog.rst applications/websites/ecommerce/managing_products/catalog.rst                        # /getting_started/catalog -> /managing_products/catalog