First Steps

2012 IQUADRAT AG

December 2012

Inhalt
1. SelfServicePortal.............................................................................................................................. 3 2.1 2. 3. 4. 5. Searching and results .............................................................................................................. 4

Why does YourSupport always find a solution? .............................................................................. 5 Support message ............................................................................................................................. 6 The first login into the SupportCenter .......................................................................................... 10 Basics about the SupportCenter.................................................................................................... 11 Knowledgebase ............................................................................................................................. 11 Mediapool ..................................................................................................................................... 11 Support messages ......................................................................................................................... 11 Settings .......................................................................................................................................... 11 2.2 2.3 First steps in the SupportCenter ........................................................................................... 12 Adjusting the SelfServicePortal layout .................................................................................. 14

6.

More interesting topics of YourSupport ....................................................................................... 15

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First steps in YourSupport

We want to induct you into YourSupport and help you to start working with it. In the next chapters we will show you how to search for support articles and how to create new support articles.

1. SelfServicePortal
We propose to learn the ropes of the SupportCenter before you start with YourSupport.

1. 2. 3. 4. 5. 6.

Search portal Here you may search for support articles. Browse categories All available support articles filtered by categories. News Important news about your company topic. Top 10 Most viewed support articles by all seekers. Hints Particularly usefull classified articles. My last Your last viewed articles.

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2.1 Searching and results

Let us perform the first search. Please search for Create portal.

After starting the search, you get a list of results that are differently ranked: Community articles other seekers. Below the support articles (always five blue stars) are items that have been rated as helpful by

sorted by relevance are displayed.

YourSupport operates with an intelligent search function which filters words of similar effect of the query. By reference to the query create, articles with the words produce or make are found. YourSupport searches in article headings and texts and also in PDF text contents. Please click on a result for viewing the content. The support articles in the demo portal contain PDFs, a video clip and various datatypes.

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2. Why does YourSupport always find a solution?

YourSupport does not only search for an exact match of the given word but also for synonyms. Therefore three sources are used: 1. An integrated dictionary 2. Synonyms entered manually by your employees 3. A built-in database that learns new coherences with every search query

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3. Support message
In this paragraph we want to inform you about the support message. If you do not get any search results or the results are not helpful, you may send a support message. It will be forwarded to the user support which will inform you about the solution.

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Please enter into the appropriate textfields your fullname and e-mail for contact with the user support. For optimal processing of your support message you may submit your search history.

While entering the subject and the message you receive suggestions that may possibly solve your problem.

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Every support message can be found in the SupportCenter -> Support messages. The user support can assign these messages to existing articles or, if no suitable articles exists, writes a new solution and sends it back to the requester. Furthermore the new article will be available to all similiar searches immediately because defined keywords for the support message simplify the findability. This helps preventing your employees from answering the same kind of questions (support messages) over and over.

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The process:

SelfServicePortal 1. Your customer does not find a solution

2. He sends a support message to the user support. 3. and receives a message with the solution.

SupportCenter 4.
The user support performs a login into the and starts with his work in the area Support messages

5.
After reading the support message he extends an existing article or creates a new one as a solution

6.
He assigns the support message to the solution, defines keywords for a better findability of the solution in the SelfServicePortal and informs the requester

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4. The first login into the SupportCenter

Please open your *browser and perform a login with your user data which you set during the registration. After login you automatically have administrative user permissions because your account is the first account in your SupportCenter. With administrative permissions you may create other user accounts with different permissions.

* Latest version of each browser: Internet Explorer, Mozilla Firefox, Safari, Chrome, Opera

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5. Basics about the SupportCenter

In the SupportCenter you may edit existing support articles, create new support articles and new items for the media pool and handle support messages. In the following tabs you manage all information and settings: Knowledgebase The knowledgebase is the integrated database that contains all support articles. You may change the displaying of the support articles in the datagrid by ordering the columns, showing or hiding of some colums or sorting and filtering data. Your user permissions determines which support articles you can see in the datagrid. Mediapool You manage all media items in the mediapool. The items can be video clips or photos, screenshots and documents. Following datatypes can be uploaded: JPG, ICO, PNG, GIF, PDF, MP3 and MP4. You may link the items in one or more support articles. Support messages Support messages are queries for solutions sent from seekers which automatically get forwarded to this area. For supporting you may create a new article or edit an existing one as a solution. For using it you have to assign the support message to the solution. After this you may inform the requester. Settings This area is for all administrative settings. Here you may create, edit and delete portals, usergroups or single users and set permissions. Furthermore you may organize layouts of your portals and do exports of data.

More information at: http://www.yoursupport.de/tour/support-center

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2.2 First steps in the SupportCenter

In this paragraph we will explain you how a user can create a new support article and publish it.

1. New article With this command you may create a new article in the Knowledgebase. If you set the status to published, seekers can find this support article as solution for their query. You can choose the status and other settings in the metadata dialog of the current support article. 2. Article metadata You may set different features like Type or Status and restrictions to enabel or disable the access for some usergroups for each article. The yellow fields in the article metadata are mandatory fields. 3. Article editor Here you may create and edit the article text. A basic text formation is possible with the formatting buttons. Linking of media items, other articles or websites is possible with the appropiate buttons .For more formatting options you may use the Wiki-

Syntax (http://www.mediawiki.org/wiki/Help:Formatting).

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To have a look at the formatted article please open the preview.

To save your work please click on the save button in the metadata dialog.

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2.3 Adjusting the SelfServicePortal layout

For using an individual adjusted layout in the SelfServicePortal let us update your company logo as an example. In Settings -> Layout of the SupportCenter you may create a new layout with a click on the button New. Please click on Change to upload your company logo which will then be positioned as the header graphic. The maximum image size is 1000 x 250 pixel and the minimum image size is 800 x 50 (recommended) pixel.

In the next step please change to Settings -> Portals and select the desired layout for the SelfServicePortal in the datagrid.

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6. More interesting topics of YourSupport

Roles and assignment of permissions Categorizing of articles Filter and sort articles in the knowledgebase Metadata of articles Classification of articles Optimization of search results Configuration and administration Editing the SelfServicePortal layout

Please refer to the user guide to get more information.

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