250bc3ab21
Since odoo/documentation#903, the guideline for the location of new resource (images, downloadable files, RST includes...) files is to place those inside the directory of the RST page that references them. For example, if `doc1.rst` has a reference to `image.png` and to `download.zip`, the file structure should look like this: ├── parent_doc/ │ └── doc1/ │ │ └── image.png │ │ └── download.zip │ └── doc1.rst │ └── doc2.rst ├── parent_doc.rst Before this commit, most of the resource files were still located inside 'media' directories holding all the resource files referenced by RST pages located at the same level as these directories. In the example above, a single 'media' directory would hold all the resource files referenced by both `doc1.rst` and `doc2.rst`. Doing so prevented us from figuring out easily which resource file was referenced by which RST page and, thus, lead to unused resource files piling up in the repository. It also made it more complicated to define codeowners regex rules because a team could not simply be assigned to `/some_page.*` but needed to be assigned to both `/some_page\.rst` and to the location of 'media'. In order to help new content writers figure out the guideline when taking examples from other RST pages, this commit retroactively applies the guideline to existing resource files and 'media' directories. The left-over resource files that are not referenced by any RST page are removed. task-2497965 Part-of: odoo/documentation#2066
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===================
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Forum and eLearning
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===================
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Forum
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=====
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To go above and beyond email, live chat, web forms, and phone lines, offer your customers a
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support forum. This way, customers might become more attached to your company as they would be
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investing time to get into details of your business. You also encourage the exchange of experiences
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and knowledge, supporting the feeling of belonging to a community (your community!).
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Set up
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------
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Go to :menuselection:`Helpdesk --> Configuration --> Helpdesk Team` and enable *Help Center*.
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.. image:: forum_and_elearning/help_center_feature.png
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:align: center
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:alt: Overview of the settings page of a helpdesk team emphasizing the help center feature in
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Odoo Helpdesk
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Create, or edit a forum by clicking on the external link. Among the editing options, choose
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if you would like the *Forum Mode* to be *Questions*: only one answer is allowed per question or
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*Discussions*: multiple answers are allowed per question.
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.. image:: forum_and_elearning/help_center_customer_care.png
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:align: center
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:alt: Overview of a forum’s settings page in Odoo Helpdesk
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From now on, logged in users can start their discussions. To keep track of posts, go to
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:menuselection:`Website --> Forum --> Posts`.
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.. image:: forum_and_elearning/customer_care_website.png
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:align: center
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:alt: Overview of the Forums page of a website to show the available ones in Odoo Helpdesk
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Turn tickets into forum posts by simply clicking on *Share on the Forum* on the ticket's page.
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.. image:: forum_and_elearning/share_forum.png
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:align: center
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:alt: Overview of the Forums page of a website to show the available ones in Odoo Helpdesk
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eLearning
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=========
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In addition to a forum, offer online courses. When doing so, you link your customers and users’
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needs and questions to useful content, helping to boost efficiency as they can also find their
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answers there.
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Set up
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------
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Go to :menuselection:`Helpdesk --> Configuration --> Helpdesk Teams` and enable *eLearning*.
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.. image:: forum_and_elearning/elearning_feature.png
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:align: center
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:alt: Overview of the settings page of a customer care team emphasizing the feature elearning in
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Odoo Helpdesk
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Once the structure and content of your course are ready, *Publish* it by clicking on *Unpublished*.
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.. image:: forum_and_elearning/course_website.png
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:align: center
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:alt: View of a course being published for Odoo Helpdesk
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To keep track of your course statistics, go to *eLearning* and *View Course*.
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.. image:: forum_and_elearning/view_course_elearning.png
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:align: center
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:alt: View of the elearning applications dashboard for Odoo Helpdesk
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.. todo:: DETAILS/INFO SHOULD COME FROM ELEARNING DOCS. THEREFORE, LINK DOCS ONCE AVAILABLE! |