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Help Portal (External Knowledge Base)

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Talkdesk Guide™ Help Portal is a self-service External Knowledge Base that can be built using the same edition capabilities as Talkdesk Guide™ Internal Knowledge Base.

Help Portals are associated with Spaces, so you’ll see a Space for each Help Portal. You can have as many Help Portals as you want. 

 

Creating a Help Portal

To do so, please follow these steps:

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1. On the Guide Drawer, next to the current active Space, click on the “+” icon [1] to create a new space. This Space will host the contents of the Help Portal.

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2. Give the details for the Space [1]:

  • Define a Name and URL Key.
  • Choose your Language.
  • Describe your Space.

Note: The options for the Space are the same as for a conventional Space.

3. Tick the option [2] to make it the content’s host for your Help Portal. 

4. When you’re done, click on Create [3].

You’ll see a new page with the newly created Space:

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When the Space for the Help Portal is created, the Help Portal is also created, with a default look. Access it by clicking on open external KB [1].

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Your Help Portal will be the one above by default.

 

Editing Content of the Help Portal

You organize your content exactly the same way when you’re building an Internal Guide Knowledge Space.

Therefore, you can have several top Topics with Subtopics, and articles below those structures. You can also structure the contents of Articles the same way: they can have several sections, with component types, of an Internal Knowledge Base.

 

Viewing the contents of External Space in Help Portal

Homepage

By adding top level topics, you are defining which Topics are on the Homepage of the Help Portal.

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In the image above, you can see eight top level topics.

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The first seven defined top level Topics are displayed in the homepage. To see a page with all the topics (if you define more than seven), select All topics.

 

Topics Page

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By adding subtopics and/or articles to a top level Topic, you are defining a navigation structure that will be mirrored in the Help Portal.

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After adding Topics, your knowledge base will display everything you set up.

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You can use Guide article editing capabilities and components to build articles for your Help Portal.

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The External Knowledge Base will look like the above print.

 

Search Results

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Using search facilities in the Help Portal will enable users to take advantage of all Guide search engine capabilities.

 

Responsiveness

Web

Tablet

Mobile

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Guide Help Portals are fully responsive, so that your customers can access them from any device, and have a joyful and intuitive experience.

 

Customizing your Help Portal 

You can customize all your Help Portal using Cascading Style Sheet (CSS). With it, you can meet your branding requirements, and your Help Portal can be updated without altering the contents you previously authored.

To start the customization process, please follow these steps:

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1. Choose Configure look & feel [1] from the dropdown menu of the Homepage of the External Space.

On the customization page, you can:

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  1. Proceed with the CSS customization by selecting Continue anyway [1].
  2. Choose the desired preview: Web, Tablet, or Mobile [2].

Note: The Preview is made based on the contents of the Space of the Help Portal, and it is possible to navigate in the Preview screen as if you are in the Help Portal.

  1. You can Cancel the customization, Save changes to the CSS customization for later use, or Publish the CSS customization changes immediately [3].
  2. Toggle the “Preview demo space” option to get a pre visualization [4].

Tip: This option is useful when the customer doesn’t yet have content that can be used in the Preview (this demo space is available only when Space language is English).

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After choosing to proceed with the CSS customization, you are presented with a text edition area where you can write the CSS you want to customize the Help Portal.

 

CSS Customization

In order to customize the Help Portal, you can write CSS in the text area corresponding to the screen shown in the picture above.

To identify which HTML classes you want to apply CSS customizations, you can go to https://guide.help.talkdesk.com/preview-space-en/ and open the Developer Tools of your browser.

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Here you can see an example of a CSS customized Help Portal.

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Your external knowledge base will have this look after being customized.

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