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Self-Service Portal

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

You can have as many Self-Service Portals as you want. Self-Service Portals are associated with Collections, so you’ll have a Portal for each Collection created. 

 

Managing a Self-service Portal

To access Self-service Portal capabilities, please follow these steps:

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1. On the Knowledge Management Drawer, select a Collection.

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2. Click the Self-service link on the Drawer [1]

If you have not yet made the contents of the collection public yet, you will see the following:

  • An empty screen [2] shows that “The content of this collection is not public yet”.
  • The “Make it public” button[3].

Once the contents are made public, you’ll see the following:

 

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The displayed knowledge [1], which matches the knowledge that is under Internal Content in Knowledge sources.

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Knowledge that is used as content in the Self-service Portal [2] is created in this page.

 

Editing the Contents of the Self-service Portal

You organize your content exactly the same way when you’re building the Internal Content of a Collection.

Therefore, you can have several Topics with Subtopics, with articles sectioned below those. You can also structure the contents of Articles the same way: they can have several sections, with several component types.

 

Viewing the contents of Internal Content in  the Self-service Portal

To open the Self-service Portal:

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Click on open [1].

 

Homepage

By adding top-level topics, you are defining which Topics will be displayed on the Self-service Portal’s homepage.

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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 Self-service Portal homepage. To see all the topics in one page (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 Self-service Portal.

 

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After adding Topics, your Self-service Portal will display everything you set up.

 

Using Articles

portal_8.pngYou can use the Knowledge Management article editing capabilities and components to build articles for your Self-service Portal.

 

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The Self-service Portal will look like the above print.

 

Search Results

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Using search facilities in the Self-service Portal will enable users to take advantage of all Knowledge Management search engine capabilities.

 

Responsiveness

Web

Tablet

Mobile

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Self-service Portals are fully responsive, so your customers can access them from any device, and have a joyful and intuitive experience.

 

Customizing your Self-service Portal 

You can customize all your Self-service Portals using Cascading Style Sheet (CSS). With it, you can meet your branding requirements, and your Self-service 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. Click on the Configure look & feel [1] button on the Self-service page.

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 Self-service, defined in Internal Content, and it is possible to navigate in the Preview screen as if you are in the Self-service 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 content” option to get a pre-visualization [4].

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

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After choosing to proceed with the CSS customization, you are presented with a text editing area where you can write the CSS you want to customize the Self-service Portal.

 

CSS Customization

In order to customize the Self-service 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 to, you can go to https://guide.help.talkdesk.com/preview-space-en/ and open your browser’s Developer Tools.

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Here you can see an example of a CSS customized Self-service Portal.

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Your Self-service Portal will have this look after being customized.

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