[ADD] helpdesk: documentation about elearning/forum/rating features (#673)

helpdesk/overview.rst

@@ -9,3 +9,5 @@ Overview
    overview/sla
    overview/receiving_tickets
    overview/reports
+   overview/forum_and_elearning
+   overview/ratings

helpdesk/overview/forum_and_elearning.rst

@@ -0,0 +1,73 @@
+===================
+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:: media/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:: media/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:: media/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:: media/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:: media/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:: media/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:: media/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!

helpdesk/overview/ratings.rst

@@ -0,0 +1,52 @@
+=======
+Ratings
+=======
+
+Allow customers to rate their experience with your helpdesk teams to strengthen your credibility and
+gain their trust. Reviews can also influence a customer’s decision and open space for feedback that
+can help you improve the quality of your services.
+
+Set up
+======
+
+Go to :menuselection:`Helpdesk --> Configuration --> Helpdesk Teams` and enable *Ratings on
+tickets*. The feature automatically adds a default email template on the non-folded *closing
+stage(s)* of that team.
+
+.. image:: media/ratings_on_tickets.png
+   :align: center
+   :alt: Overview of the settings page of a helpdesk team emphasizing the rating on ticket feature
+         in Odoo Helpdesk
+
+To edit the email template and the stage(s) set as the closing ones, go to the Kanban view of your
+helpdesk team and click on *Settings*, then on *Edit Stage*.
+
+.. image:: media/edit_stage.png
+   :align: center
+   :alt: Overview of a helpdesk team kanban view emphasizing the menu edit stage in Odoo Helpdesk
+
+Now, once a ticket reaches the stage(s) designated as the *Closing Stage*, an email is sent to the
+customer.
+
+.. image:: media/email_customer_feedback.png
+   :align: center
+   :alt: View of a standard helpdesk customer review email template for Odoo Helpdesk
+
+Ratings can be seen on the :doc:`chatter <../../project/tasks/collaborate>` of each ticket, under
+the *See Customer Satisfaction* link on the main dashboard, and through *Reporting*.
+
+Ratings visible on the customer portal
+--------------------------------------
+
+Go to :menuselection:`Helpdesk --> Configuration --> Helpdesk Teams` and enable *Display Rating on
+Customer Portal*. Now, by clicking on the helpdesk team’s name on their ticket, customers can see
+its ratings.
+
+.. image:: media/customer_portal.png
+   :align: center
+   :alt: View of the helpdesk ticket from a user’s portal emphasizing the link to the helpdesk team
+         in Odoo Helpdesk
+
+.. seealso::
+   - :doc:`../../portal/my_odoo_portal`
+   - :doc:`../advanced/close_tickets`