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December 2012

First Steps 2012 IQUADRAT AG


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Inhalt1. SelfServicePortal .............................................................................................................................. 3

2.1 Searching and results .............................................................................................................. 4

2. Why does YourSupport always find a solution?.............................................................................. 5

3. Support message ............................................................................................................................. 6

4. The first login into the SupportCenter .......................................................................................... 10

5. Basics about the SupportCenter .................................................................................................... 11

Knowledgebase ............................................................................................................................. 11

Mediapool ..................................................................................................................................... 11

Support messages ......................................................................................................................... 11

Settings .......................................................................................................................................... 11

2.2 First steps in the SupportCenter ........................................................................................... 12

2.3 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 YourSupportand 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. SelfServicePortalWe propose to learn the ropes of the SupportCenterbefore you start with YourSupport.

1. Search portal Here you may search for support articles.2. Browse categories All available support articles filtered by categories.3. News Important news about your company topic.4. Top 10 Most viewed support articles by all seekers.5. Hints Particularly usefull classified articles.6. My last Your last viewed articles.


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2.1Searching and resultsLet 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 (always five blue stars) are items that have been rated as helpful by

other seekers.

Below the support articles sorted by relevance are displayed.

YourSupportoperates with an intelligent search function which filters words ofsimilar effect of the

query. By reference to the query create, articles with the words produce or make are found.

YourSupportsearches 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.
http://www.dict.cc/englisch-deutsch/words.htmlhttp://www.dict.cc/englisch-deutsch/of.htmlhttp://www.dict.cc/englisch-deutsch/similar.htmlhttp://www.dict.cc/englisch-deutsch/effect.htmlhttp://www.dict.cc/englisch-deutsch/effect.htmlhttp://www.dict.cc/englisch-deutsch/similar.htmlhttp://www.dict.cc/englisch-deutsch/of.htmlhttp://www.dict.cc/englisch-deutsch/words.html


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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 dictionary2. Synonyms entered manually by your employees3. A built-in database that learns new coherences with every search query


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3. Support messageIn 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.
http://www.dict.cc/englisch-deutsch/paragraph.htmlhttp://www.dict.cc/englisch-deutsch/paragraph.html


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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:

The user support performs a login into the

and starts with his work in the area Support

messages

After reading the support message he

extends an existing article or creates a new

one as a solution

He assigns the support message to the

solution, defines keywords for a betterfindability of the solution in the

SelfServicePortaland informs the requester

?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.

4.

5.

6.

SelfServicePortal

SupportCenter


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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 SupportCenterIn 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
http://www.yoursupport.de/tour/support-centerhttp://www.yoursupport.de/tour/support-centerhttp://www.yoursupport.de/tour/support-centerhttp://www.yoursupport.de/tour/support-center


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2.2First steps in the SupportCenterIn 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 youset 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 enabelor 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 possiblewith 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).
http://www.mediawiki.org/wiki/Help:Formattinghttp://www.mediawiki.org/wiki/Help:Formattinghttp://www.mediawiki.org/wiki/Help:Formattinghttp://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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2.3Adjusting the SelfServicePortal layoutFor using an individual adjusted layout in the SelfServicePortallet us update your company logo as an

example.

In Settings -> Layout of the SupportCenteryou 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

SelfServicePortalin 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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