diff --git a/content/applications/services/helpdesk/overview/help_center.rst b/content/applications/services/helpdesk/overview/help_center.rst index b49820fa4..dc75839f0 100644 --- a/content/applications/services/helpdesk/overview/help_center.rst +++ b/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 -center*. +Odoo *Helpdesk* integrates with the *Forum*, *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. + :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. +Configuration +============= -.. 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 - ` for more information on *Helpdesk* - team settings and configuration. +To activate any *Help Center* features (*Forums*, *eLearning*, or *Knowledge*) on a *Helpdesk* team, +go to :menuselection:`Helpdesk app --> Configuration --> Helpdesk Teams` and select a team, or +create a :doc:`new one `. Verify the :guilabel:`Visibility` of the team is set to +:guilabel:`Invited portal users and all internal users (public)` in the :guilabel:`Visibility & +Assignment` section. -.. warning:: - Since all of the *help center* features require integration with other applications, enabling any +Additionally, the :guilabel:`Website Form` option on the *Helpdesk* team page **must** be enabled 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:: + 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 ` + 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. +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 +: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 --> -Configuration --> Teams` and select a team, or create a :doc:`new one -`. +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 `. 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. +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 +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 - upper right corner of the page, click the :guilabel:`Share` button, and slide the + Click the :guilabel:`➕ (plus sign)` icon 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. @@ -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 ` + :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 -:guilabel:`Ticket` from the list. +going to :menuselection:`Helpdesk app --> Tickets --> All Tickets`, then select a ticket from the +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 - page, in which a more detailed search can occur. + If a more in-depth search is required, press :command:`Alt + B`. That reveals a separate page, in + 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 -published. +To make a *Knowledge* article available to customers and website visitors, it **must** be published. -.. note:: - Even though the *Help* article has been enabled on a team, Odoo will not share all the nested +.. important:: + 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 -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`. +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 +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 -messages, or added to the description on a ticket. This allows teams to maintain consistency when +*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. -Add templates to articles -~~~~~~~~~~~~~~~~~~~~~~~~~ +Add clipboard boxes 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*. +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*. -Type `/` to open the :guilabel:`Powerbox` and view a list of :doc:`commands -`. Select or type `template`. A gray template -block will be added to the page. Add any necessary content to this block. +Type `/` 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 +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` - options if they are accessed directly from *Helpdesk*. + Clipboard boxes only display the :guilabel:`Use as description` or :guilabel:`Send as Message` + 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 -to the ticket's description. +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 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. +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 (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 +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. -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. +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. -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`. +Doing so opens a :guilabel:`Compose Email` pop-up window. In this window, select the recipients, +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 - 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. + 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 clipboard box, located in the body of the article. + Doing so does **not** replace the existing text in a ticket's description. The content from the + 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 -one `. +:menuselection:`Helpdesk app --> Configuration --> Helpdesk Teams` and select a team, or create a +:doc:`new one `. -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. +Selecting or creating a team reveals that team's detail form. Scroll down to the :guilabel:`Help +Center` section of features, and enable :guilabel:`Community Forum`, by checking 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, - use, and moderate a forum. + :doc:`Forum documentation <../../../websites/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 -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`. +When clicked, a pop-up window appears. Here, the :guilabel:`Forum` post and :guilabel:`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 ========= @@ -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 ---> Teams` and select a team, or create a :doc:`new one -`. +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 `. -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`. +On the team's settings page, scroll to the :guilabel:`Help Center` section, and check the box next +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 -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. +Click on the :guilabel:`Options` tab. + +Under :guilabel:`Access Rights`, select which users are able to view and enroll in the course. + +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 -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. +.. tip:: + 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 are **not** 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. @@ -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 -to switch to list view. +Click the :guilabel:`≣ (bars)` 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 +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 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. +With all the course content selected, 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:`Confirm` to automatically publish all course content. .. image:: help_center/help-center-elearning-publish-back-end.png :align: center diff --git a/content/applications/services/helpdesk/overview/help_center/help-center-elearning-course-contents-page.png b/content/applications/services/helpdesk/overview/help_center/help-center-elearning-course-contents-page.png index 301f68d68..51e43437d 100644 Binary files a/content/applications/services/helpdesk/overview/help_center/help-center-elearning-course-contents-page.png and b/content/applications/services/helpdesk/overview/help_center/help-center-elearning-course-contents-page.png differ diff --git a/content/applications/services/helpdesk/overview/help_center/help-center-elearning-publish-back-end.png b/content/applications/services/helpdesk/overview/help_center/help-center-elearning-publish-back-end.png index ee3459183..d31bf6d8e 100644 Binary files a/content/applications/services/helpdesk/overview/help_center/help-center-elearning-publish-back-end.png and b/content/applications/services/helpdesk/overview/help_center/help-center-elearning-publish-back-end.png differ diff --git a/content/applications/services/helpdesk/overview/help_center/help-center-enable-features.png b/content/applications/services/helpdesk/overview/help_center/help-center-enable-features.png index 2aef6c9d0..238ec27d7 100644 Binary files a/content/applications/services/helpdesk/overview/help_center/help-center-enable-features.png and b/content/applications/services/helpdesk/overview/help_center/help-center-enable-features.png differ diff --git a/content/applications/services/helpdesk/overview/help_center/help-center-forum-settings.png b/content/applications/services/helpdesk/overview/help_center/help-center-forum-settings.png deleted file mode 100644 index c196988da..000000000 Binary files a/content/applications/services/helpdesk/overview/help_center/help-center-forum-settings.png and /dev/null differ diff --git a/content/applications/services/helpdesk/overview/help_center/help-center-knowledge-book-icon.png b/content/applications/services/helpdesk/overview/help_center/help-center-knowledge-book-icon.png deleted file mode 100644 index 4d02c5998..000000000 Binary files a/content/applications/services/helpdesk/overview/help_center/help-center-knowledge-book-icon.png and /dev/null differ diff --git a/content/applications/services/helpdesk/overview/help_center/help-center-knowledge-bookmark-icon.png b/content/applications/services/helpdesk/overview/help_center/help-center-knowledge-bookmark-icon.png new file mode 100644 index 000000000..8effe05d1 Binary files /dev/null and b/content/applications/services/helpdesk/overview/help_center/help-center-knowledge-bookmark-icon.png differ diff --git a/content/applications/services/helpdesk/overview/help_center/help-center-knowledge-clipboard-options.png b/content/applications/services/helpdesk/overview/help_center/help-center-knowledge-clipboard-options.png new file mode 100644 index 000000000..6bc041be3 Binary files /dev/null and b/content/applications/services/helpdesk/overview/help_center/help-center-knowledge-clipboard-options.png differ diff --git a/content/applications/services/helpdesk/overview/help_center/help-center-knowledge-sharing.png b/content/applications/services/helpdesk/overview/help_center/help-center-knowledge-sharing.png index 2b6cd044a..c1b401c55 100644 Binary files a/content/applications/services/helpdesk/overview/help_center/help-center-knowledge-sharing.png and b/content/applications/services/helpdesk/overview/help_center/help-center-knowledge-sharing.png differ diff --git a/content/applications/services/helpdesk/overview/help_center/help-center-knowledge-template-options.png b/content/applications/services/helpdesk/overview/help_center/help-center-knowledge-template-options.png deleted file mode 100644 index 77cc953e5..000000000 Binary files a/content/applications/services/helpdesk/overview/help_center/help-center-knowledge-template-options.png and /dev/null differ diff --git a/content/applications/services/helpdesk/overview/help_center/help-center-share-on-forum.png b/content/applications/services/helpdesk/overview/help_center/help-center-share-on-forum.png index b8b244701..c3e2cd966 100644 Binary files a/content/applications/services/helpdesk/overview/help_center/help-center-share-on-forum.png and b/content/applications/services/helpdesk/overview/help_center/help-center-share-on-forum.png differ