[IMP] helpdesk: update helpcenter doc

closes odoo/documentation#8033

X-original-commit: df48788817
Signed-off-by: Zachary Straub (zst) <zst@odoo.com>
Signed-off-by: Jessica Rogers (jero) <jero@odoo.com>
Co-authored-by: larm-odoo <121518652+larm-odoo@users.noreply.github.com>
Co-authored-by: larm-odoo <121518652+larm-odoo@users.noreply.github.com>
Co-authored-by: ksc-odoo <73958186+ksc-odoo@users.noreply.github.com>
Co-authored-by: ksc-odoo <73958186+ksc-odoo@users.noreply.github.com>
Co-authored-by: Sam Lieber (sali) <36018073+samueljlieber@users.noreply.github.com>
Co-authored-by: Sam Lieber (sali) <36018073+samueljlieber@users.noreply.github.com>

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

@@ -1,54 +1,61 @@
 ===========
-Help center
+Help Center
 ===========
 
-Odoo *Helpdesk* integrates with the *Forum*, *eLearning*, and *Knowledge* apps to create the *help
+Odoo *Helpdesk* integrates with the *Forum*, *eLearning*, and *Knowledge* apps to create the *Help
-center*.
+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.
+   :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
+Configuration
-detailed information about products and services.
+=============
 
-.. note::
+To activate any *Help Center* features (*Forums*, *eLearning*, or *Knowledge*) on a *Helpdesk* team,
-   In order to activate any of these features on a *Helpdesk* team, (*Forums*, *eLearning*, or
+go to :menuselection:`Helpdesk app --> Configuration --> Helpdesk Teams` and select a team, or
-   *Knowledge*), the :guilabel:`Visibility` of the team has to be set to :guilabel:`Invited portal
+create a :doc:`new one <getting_started>`. Verify the :guilabel:`Visibility` of the team is set to
-   users and all internal users`. See :doc:`Getting Started
+:guilabel:`Invited portal users and all internal users (public)` in the :guilabel:`Visibility &
-   </applications/services/helpdesk/overview/getting_started>` for more information on *Helpdesk*
+Assignment` section.
-   team settings and configuration.
 
-.. warning::
+Additionally, the :guilabel:`Website Form` option on the *Helpdesk* team page **must** be enabled to
-   Since all of the *help center* features require integration with other applications, enabling any
+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::
+   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
+   of the trial, if a paid subscription has **not** been added to the database, it will no longer be
    active or accessible.
 
+.. seealso::
+   :doc:`Getting Started <getting_started>`
+
 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 represented throughout the database by a *book* icon.
+information. The *Knowledge* app is accessible throughout the database by clicking on the
+:guilabel:`Knowledge (bookmark)` icon.
 
-.. image:: help_center/help-center-knowledge-book-icon.png
+.. image:: help_center/help-center-knowledge-bookmark-icon.png
    :align: center
-   :alt: View of a message in Helpdesk focusing on the Knowledge book icon.
+   :alt: View of a message in Helpdesk focusing on the Knowledge bookmark icon.
 
 Enable Knowledge on a Helpdesk team
 -----------------------------------
 
-To enable the *Knowledge* feature on a *Helpdesk* team, go to :menuselection:`Helpdesk -->
+To enable the *Knowledge* feature on a *Helpdesk* team, go to :menuselection:`Helpdesk app -->
-Configuration --> Teams` and select a team, or create a :doc:`new one
+Configuration --> Helpdesk Teams` and select a team, or create a :doc:`new one <getting_started>`.
-</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
+On the team's detail form, scroll down to the :guilabel:`Help Center` section. Then, click the box
-to :guilabel:`Knowledge` to activate the *Knowledge* feature. When clicked, a new field labeled
+next to :guilabel:`Knowledge` to activate the *Knowledge* feature. When clicked, a new field
-:guilabel:`Article` appears.
+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
@@ -59,8 +66,8 @@ in the drop-down menu titled :guilabel:`Help`, which Odoo provides by default. S
    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
+   Click the :guilabel:`➕ (plus sign)` icon to create a new article in the :guilabel:`Workspace`.
-   upper right corner of the page, click the :guilabel:`Share` button, and slide the
+   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.
 
@@ -68,7 +75,7 @@ Once an article has been created and assigned to a *Helpdesk* team, content can
 organized through the *Knowledge* app.
 
 .. seealso::
-   :doc:`Editing Knowledge articles </applications/productivity/knowledge/articles_editing>`
+   :doc:`Editing Knowledge articles <../../../productivity/knowledge/articles_editing>`
 
 Search articles from a Helpdesk ticket
 --------------------------------------
@@ -77,12 +84,13 @@ When members of a *Helpdesk* team are trying to solve a ticket, they can search
 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
+going to :menuselection:`Helpdesk app --> Tickets --> All Tickets`, then select a ticket from the
-:guilabel:`Ticket` from the list.
+list.
 
-When a :guilabel:`Ticket` is selected, Odoo reveals that ticket's detail form.
+When a 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.
+Click the :guilabel:`Knowledge (bookmark)` icon, located at the top-right of the page, to open a
+pop-up search window.
 
 .. image:: help_center/help-center-knowledge-search.png
    :align: center
@@ -90,7 +98,7 @@ Click the :guilabel:`Knowledge (book)` icon, located above the chatter to open a
 
 .. 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.
+   palette, then typing `?`, 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.
@@ -98,78 +106,77 @@ press :command:`Enter`. This will open the article in the :guilabel:`Knowledge`
 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
+   If a more in-depth search is required, press :command:`Alt + B`. That reveals a separate page, in
-   page, in which a more detailed search can occur.
+   which a more detailed search can occur.
 
-Share articles to the help center
+Share an article to the Help Center
-~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~
+~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~
 
-In order for a *Knowledge* article to be available to customers and website visitors, it has to be
+To make a *Knowledge* article available to customers and website visitors, it **must** be published.
-published.
 
-.. note::
+.. important::
-   Even though the *Help* article has been enabled on a team, Odoo will not share all the nested
+   Even though the *Help* article has been enabled on a team, Odoo does **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
+To publish an article, navigate to the desired article, by following the above steps, and click the
-the :guilabel:`Share` icon in the upper-right corner. This will reveal a menu. Slide the toggle
+:guilabel:`Share` icon in the upper-right corner. This reveals a menu. Slide the toggle button
-button labeled :guilabel:`Share to Web` to read :guilabel:`Article Published`.
+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
+Solve tickets with a clipboard box
-----------------------------
+----------------------------------
 
-*Template* boxes can be added to *Knowledge* articles to allow content to be reused, copied, sent as
+*Clipboard* boxes can be added to *Knowledge* articles to allow content to be reused, copied, sent
-messages, or added to the description on a ticket. This allows teams to maintain consistency when
+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
+Add clipboard boxes to articles
-~~~~~~~~~~~~~~~~~~~~~~~~~
+~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~
 
-To create a template, go to :menuselection:`Knowledge --> Help`. Click on an existing nested article
+To create a clipboard box, go to :menuselection:`Knowledge app --> Help`. Click on an existing
-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 :guilabel:`➕ (plus sign)` icon next to *Help*.
 
-Type `/` to open the :guilabel:`Powerbox` and view a list of :doc:`commands
+Type `/` to open the *powerbox*, and view a drop-down list of :doc:`commands
-</applications/productivity/knowledge/articles_editing>`. Select or type `template`. A gray template
+<../../../productivity/knowledge/articles_editing>`. Select or type `clipboard`. A gray block is
-block will be added to the page. Add any necessary content to this block.
+then added to the page. Add any necessary content to this block.
 
-.. image:: help_center/help-center-knowledge-template-options.png
+.. image:: help_center/help-center-knowledge-clipboard-options.png
    :align: center
-   :alt: View of a template in knowledge with focus on send and copy options.
+   :alt: View of a clipboard in knowledge with focus on send and copy options.
 
 .. note::
-   Templates will only display the :guilabel:`Use as description` or :guilabel:`Send as Message`
+   Clipboard boxes only display the :guilabel:`Use as description` or :guilabel:`Send as Message`
-   options if they are accessed directly from *Helpdesk*.
+   options if they are accessed directly from the *Helpdesk*.
 
-Use templates in tickets
+Use clipboard boxes in tickets
-~~~~~~~~~~~~~~~~~~~~~~~~
+~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~
 
-Templates can be used to respond directly to a *Helpdesk* ticket as a message, or to add information
+Clipboard boxes can be used to respond directly to a *Helpdesk* ticket as a message, or to add
-to the ticket's description.
+information to the ticket's description.
 
-To use templates in a *Helpdesk* ticket, first, open a ticket, either from the :guilabel:`Helpdesk`
+To use clipboard boxes in a *Helpdesk* ticket, first, open a ticket, either from the
-dashboard or by going to :menuselection:`Helpdesk --> Tickets --> All Tickets` and selecting a
+:guilabel:`Helpdesk` dashboard or by going to :menuselection:`Helpdesk app --> Tickets --> All
-:guilabel:`Ticket` from the list.
+Tickets` and selecting a ticket from the list.
 
-Click on the :guilabel:`Knowledge (book)` icon above the chatter for the ticket. This opens a search
+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
+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
+To use a clipboard box 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.
+corner of the clipboard box, located in the body of the article.
 
-Doing so opens a :guilabel:`Compose email` pop-up window. In this window, select the recipients,
+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`.
+make any necessary additions or edits to the clipboard content, then click :guilabel:`Send`.
 
 .. tip::
-   To use a template to add information to a ticket's description, click :guilabel:`Use as
+   To use a clipboard box 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.
+   description` in the upper-right corner of the clipboard 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
+   Doing so does **not** replace the existing text in a ticket's description. The content from the
-   as additional text.
+   clipboard box is added as additional text.
 
 .. _helpdesk/forum:
 
@@ -184,12 +191,11 @@ 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
+:menuselection:`Helpdesk app --> Configuration --> Helpdesk Teams` and select a team, or create a
-one </applications/services/helpdesk/overview/getting_started>`.
+:doc:`new one <getting_started>`.
 
-Selecting or creating a team reveals that team's detail form. Scroll down to the
+Selecting or creating a team reveals that team's detail form. Scroll down to the :guilabel:`Help
-:guilabel:`Self-Service` section of features, and enable :guilabel:`Community Forum`, by checking
+Center` section of features, and enable :guilabel:`Community Forum`, by checking the box beside it.
-the box beside it.
 
 When activated, a new field labeled :guilabel:`Forums` appears beneath.
 
@@ -202,8 +208,7 @@ To create a new forum, type a name into the blank :guilabel:`Forums` field, then
 :guilabel:`Create and Edit` option. Multiple forums can be selected in this field.
 
 .. seealso::
-   Check out the :doc:`Forum documentation <../../../websites/forum>` to learn how to configure,
+   :doc:`Forum documentation <../../../websites/forum>`
-   use, and moderate a forum.
 
 Create a forum post from a Helpdesk ticket
 ------------------------------------------
@@ -220,10 +225,12 @@ At the top of the ticket detail form, click the :guilabel:`Share on Forum` butto
    :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
+When clicked, a pop-up window appears. Here, the :guilabel:`Forum` post and :guilabel:`Title` can be
-modified to remove any proprietary or client information. :guilabel:`Tags` can also be added to
+edited to correct any typos, or modified to remove any proprietary or client information.
-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`.
+: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
 =========
@@ -236,12 +243,11 @@ 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
+To enable *eLearning* courses on a *Helpdesk* team, go to :menuselection:`Helpdesk app -->
---> Teams` and select a team, or create a :doc:`new one
+Configuration --> Helpdesk Teams` and select a team, or create a :doc:`new one <getting_started>`.
-</applications/services/helpdesk/overview/getting_started>`.
 
-On the team's settings page, scroll to the :guilabel:`Self-Service` section, and check the box next
+On the team's settings page, scroll to the :guilabel:`Help Center` section, and check the box next
-to :guilabel:`eLearning`. A new field will appear below, labeled :guilabel:`Courses`.
+to :guilabel:`eLearning`. A new field appears 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
@@ -260,10 +266,14 @@ 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
+Click on the :guilabel:`Options` tab.
-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
+Under :guilabel:`Access Rights`, select which users are able to view and enroll in the course.
-determines whether the course will be available to public site visitors or members.
+
+The :guilabel:`Show Course To` field defines who can access the courses. The :guilabel:`Enroll
+Policy` field specifies how they can register for the course.
+
+Under :guilabel:`Display`, choose the preferred course :guilabel:`Type`.
 
 Add content to an eLearning course
 ~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~
@@ -288,12 +298,13 @@ the course in sections.
 Publish an eLearning course
 ---------------------------
 
-To allow customers to enroll in a course, both the course and the contents need to be published.
+To allow customers to enroll in a course, both the course and the contents **must** be published.
 
-If the course is published, but the contents of the course are not published, customers can enroll
+.. tip::
-in the course on the website, but they won't be able to view any of the course content. Knowing
+   If the course is published, but the contents of the course are **not** published, customers can
-this, it may be beneficial to publish the course first if the course contents are intended to be
+   enroll in the course on the website, but they are **not** able to view any of the course content.
-released over time, such as classes with a weekly schedule.
+   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.
@@ -314,16 +325,16 @@ Doing so reveals a separate page displaying all the published content related to
 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
+Click the :guilabel:`≣ (bars)` icon in the upper-right corner, directly beneath the search bar to
-to switch to list view.
+switch to list view.
 
-While in :guilabel:`List View`, there is a checkbox on the far left of the screen, above the listed
+While in list view, there is a checkbox on the far-left of the screen, above the listed courses, to
-courses, to the left of the :guilabel:`Title` column. When that checkbox is clicked, all the course
+the left of the :guilabel:`Title` column title. 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`
+With all the course content selected, click any of the boxes in the :guilabel:`Is Published` column.
-column. This reveals a pop-up window, asking for confirmation that all selected records are intended
+This reveals a pop-up window, asking for confirmation that all selected records are intended to be
-to be published. Click :guilabel:`OK` to automatically publish all course content.
+published. Click :guilabel:`Confirm` to automatically publish all course content.
 
 .. image:: help_center/help-center-elearning-publish-back-end.png
    :align: center