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User Guide
February 2013
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20 13 IQUADRAT AG
Inhalt
The small Dictionary 3
SelfServicePortal 5
............................................................................................................................................................... 81. Support query
SupportCenter 10
............................................................................................................................................................... 101. The interface
............................................................................................................................................................... 122. The Knowledgebase
............................................................................................................................................................... 213. The Mediapool
............................................................................................................................................................... 244. Support queries
............................................................................................................................................................... 295. Settings
.......................................................................................................................................................... 30Users managing1.
1. Users
2. Roles
.......................................................................................................................................................... 36Portals managing2.
1. Portale
2. Layouts
3. Portal users
4. Groups
.......................................................................................................................................................... 47Administration3.
1. Configuration
2. Tools
.......................................................................................................................................................... 53Search4.
1. Synonyms
More information 53
Contact 55
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1 The small Dictionary
What's what? The small Dictionary of YourSupport
Each software brings along with it a small piece of its "own" language. In order not to talkpast each other, we will explain here the fundamental terms, which you need to work quickly
and easily with the software.
Support Em ployee:
Is the employee of your company, who creates, organizes and maintains the knowledge page
of YourSupport.
Customer:
Is your customer, who searches for help in your YourSupport. Not every customer needs all
portals and not every customer should get all information. You can coordinate here the
articles, which your customer can read.
SelfServicePortal:
Is the place, where your customer looks for a solution to his problem.
SupportCenter:
The SupportCenteris the central tool in YourSupport. The Knowledgebase, the Mediapool,
the Support queries, and the setting help you in optimizing the help you offer. The individual
components are explained here in brief:
Knowledgebase:
The Knowledgebaseis the database of all articles. You can create your own texts here andinsert images, videos or PDFs. This is done with the help of the Article.
Article:
Article comprises of all forms of the help FAQs, news, manuals or downloads, which you
create for your customers.
Mediapool:
The Mediapool is the central management place for all media data, whether these are
videos and photos in any format or PDFs. You set and process your media files here. While
creating an article you can access this pool, if you wish to insert one of the formats in your
article.
Support queries:
In case your customer does not get an answer to his question while searching in the
SelfServicePortal, he creates a support query in the SelfServicePortal.
Settings:
All the administrative settings are done here. For instance, you can set up different portals
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for different products or also define user groups and their guidelines.
The Support Center works like this
How do I start?
The central point in the SupportCenterare the articles. No matter whether you want to write
own texts, copy written texts or set PDFs, images and videos, each form of communication
takes place via the articles you have created.
You create the article in the Knowledge base. Additional specifications and the provision ofmedia data to the articles is done under Settingsand in the Media pool. The functioning of
this is explained in the next sections.
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2 SelfServicePortal
The SelfServicePortalis the immediate-help center for your customers. You can design it
completely according to your wishes. A clear classification allows for a spontaneous use.
With this, you already take the first step towards acceptance by your customers. Your
customer gets here an intelligent search function, intuitive to use. There is space here also
for your latest news, FAQs, tips and top information.
Search portal
Your customers search here in the Support articles.
Browse in categoriesBrowsing in categories is the alternative for searching. In this area, your customers find all
the Support articles classified in categories.
News
News are articles, which you have defined as something new.
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Top 10
The tab "Top 10" shows your customers ten articles from the knowledge database, which
have been clicked most frequently by all the users.
TipsSupport articles, which you classify as especially useful, are placed here.
Recent
The tab "Recent" shows your customers ten articles, which he clicked most recently.
Entering the question
Here the customer enters his question or his problem.
After a click on "Search" a list of results with the matching Support articles appears below
the Search field. These are displayed sorted on relevance.
At the top the Community Articles are shown (always five stars). These areSupport articles, which the other searchers have identified as helpful in similar search terms.
These are followed by all the other Support articles found (one to five stars).
These are sorted in the results list sorted on their relevance.
The intelligent search function of YourSupportalso finds Support articles, whose content
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comprises of terms related to the search term. For instance, YourSupportalso finds the
words "produce" or "execute" instead of the word "create".
Zudem werden auch die Inhalte von PDF-Dateien durchsucht.
How does YourSupport search?
YourSupportsearches in the knowledgebase not only for the literal match between the
search text and the articles, but also for synonyms. Three sources are used during the
search:
An integrated dictionary
Synonyms entered by you manually in YourSupport
The additional search terms of the articles
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2.1 Support query
While using YourSupportit can happen at times that the searcher does not find a solution to
his problem. There can be two reasons for this:
No article is present for the termThe searcher has not found the article
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While entering the support query the search results for subject and the query are shown
automatically, which could possibly solve the problem of your customer.
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3 SupportCenter
The SupportCenter is the central tool for all Support employees. The work areas of
Knowledgebase, Mediapool, Support queriesand Settingshelp you to optimize the help you
offer. The functions of the individual work areas are explained in the subsequent chapters.
3.1 The interface
You will certainly want to know, how YourSupportcan simplify your work. There are a numberof questions here:
Customizing the column display
You can sort alphabetically or numerically the data entered in each column. In addition,
there are individually usable filters e.g. with the help of "Created by" you can display only
the articles of a certain author.
The filters also work simultaneously in different columns e.g. all published articles (status)
from 01.09.2012 to 01.10.2012 (valid from). If a filter is set, the column heading appears in
italics. You can remove the filter again by unchecking.
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Information and settings in the footer
With the help of arrows on the left you can jump to the first or to the previous page.
The arrows to the right of the page numbers take you directly to the next or to the last page.
With the update icon you can update the mapping of the entered data.
The arrow near the entries of each page enables you to vary the number of data displayed.
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3.2 The Knowledgebase
The Knowledgebase is the knowledge database integrated in YourSupport. Here you can
organize the contents in form of the so-called articles. Your customers can search in these
articles via the SelfServicePortal.
Filter
You can manage your filters under the Filter icon. The filters are saved and deleted here. The
filters are created with the icon which appears upon a roll-over to the right in the
heading row of the individual columns.
New
You can create a new article with the button "New". Gather the data for this on the right side
in the form. The fields highlighted in yellow are mandatory fields.
Delete
With Delete you can delete the highlighted article(s). Caution: The articles are gone after
they are deleted. There is no Recycle Bin.
Multiedit
With Multiedit you can process the data selected from several selected articles at the
same time.
Duplicate
With Duplicate the highlighted articles are copied and entered in the existing list with a
new Article ID.
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The form Support entry
You can create new articles here and edit the existing ones.
For modifying an entry click in the row of the desired article. The article is saved in the
overview with "Save".
Article ID
The Article ID is awarded automatically.
Portal
This is a mandatory field. Select a portal here from the ones created under Portal. If only one
portal has been created, it is then suggested automatically.
Title
The Title is a mandatory field, but can be entered freely.
Type
Under Type you can assign the articles according to content e.g. FAQ. The types are
specified by YourSupport, because a matching icon in the user view is connected with them.
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Status
A total of three states "Published", "Blocked", "Published" can be awarded with the help of
the arrow keys. Only when an articles gets the status "Published", it is released for the users
under inclusion of the specifications given under "Valid from-to".
Responsible
The name, under which you have logged in YourSupport, is also identified at first for the
person responsible for the article. In case some one else is supposed to maintain the article
in future, you can select all persons under "Responsible".
The Tabs
Text
Here you may capture the text of the article in this tab. If needed, enter a Foreword and an
Afterword and start in the Quick Editor with the article text. The Article editor is suitable for
creating a formatted text with images or videos:
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Article Editor
If a text is to be formatted or images, PDFs and videos are to be inserted, make use of the
text editor, which you can call with the button near the text.
Highlight the text, in order to format it or to create a link from it. Click on B to make your text
bold. Imakes the text in italics. H1, H2, H3 are heading formats. With the button you
can create bullet points from the entered text. You can also insert all the operations later on
e.g. in a copied text by highlighting the respective text and clicking on the desired function.
Further syntax specifications are given under Wikipedia Syntax in Support Articles.
inserts a selected external link. enables you to link the articles with one another.
With you can embed an object in your article. Clicking one of the buttons opens a
screen, in which you can select your media object.
With "Close Editor" you go back to the Knowledgebase.
With the button Preview you can see how the article will appear to your customer. Only
when you assign the property Published to the article does it become visible to the portal
visitor by taking into account the validity period of the article.
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The Wiki syntax in YourSupportis compatible to a large extent with the Wikipedia syntax.
The essential functions can also be called from the menu in the Article Editor.
Wikipedia syntax Result
Paragraphs are separated by a blank line.
This is an example of a new paragraph.
Paragraphs are separated by a blank line. This is
an example of a new paragraph.
no ''Wiki-[[Syntax]]'' no ''Wiki-[[Syntax]]''
"italics" italics
'''bold''' bold
'''''bold and i talics''''' bold an d ital ics
= Heading level 1 = Heading level 1
== Heading level 2 == Heading level 2
=== Heading level 3 === Heading level 3
Bullet points:
* Bullet 1
** Nesting
* Bullet 2
Aufzhlungen:
Bullet 1
o Nesting
Bullet 2Numbering:
# one
# two
Numbering:
1. one
2. twoTable:
{| bo rder="1"
|+ table hea ding
|-
! Headertext 1 !! Headertext 2
|-
| Cell A || Cell B
|-
| Cel l C || Cel l D|}
Table:
Headertext 1 Headertext 2
Cell A Cell B
Cell C Cell D
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In addition to the Wikipedia syntax an article can also be formatted with HTML tags and
their attributes.
HTML-Tag Ergebnis
Internal or external link:
External link
Internal link
Link:
External link
Internal link
Forced line break:
At the end of this sentence there should
be a forced line break and thereafter no
more.
This tag is to be used in
normal paragraphs, lists, headings and
table cells. You can force a line break
with this tag at the desired place.
Forced line break:
At the end of this sentence there should be a forced
line break and thereafter no more.
This tag is
to be used in normal paragraphs, lists, headings and
table cells. You can force a line break with this tag at
the desired place.
Code:
function Quadrat() {
var Ergebnis = document.Formular.Enter.value * document.Formular.Enter.
value;
alert("Das Quadrat von " + document.
Formular.Enter.value + " = " + Result);
}
Code:
function Quadrat() {
var Ergebnis = document.Formular.
Enter.value * document.Formular.Enter.
value;
alert("Das Quadrat von " + document.
Formular.Enter.value + " = " + Result);
}
Block element:
This block elements starts in a new line ofa running text and can be positioned with
the attribute "align" free of other block
elements, such as centered or right-
aligned. In addition, it can also contain any
number of elements of the same type.
Block element:
This block elements starts in a new line of a running
text and can be positioned with the attribute "align"free of other block elements, such as centered or
right-aligned. In addition, it can also contain any
number of elements of the same type.
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Separating line:
A paragraph comes to an end here.
And something new starts here.
Separating line:
A paragraph comes to an end here.
___________________________________And something new starts here.
Paragraph:
This paragraph helps in the visual
arrangement of a text. By opening a new
Paragraph tag a new paragraph begins and
ends with Close.
Paragraph:
This paragraph helps in the visual arrangement of a
text. By opening a new Paragraph tag a new
paragraph begins and ends with Close.
Pre-formatted text:
The pre-formatted text is shown as it
was entered.
A: First letter in the alphabet
B: Second letter in the alphabet
C: Third letter in the alphabet
etc.
Pre-formatted text:
The pre-formatted text is shown as it was entered.
A: First letter in the alphabet
B: Second letter in the alphabet
C: Third letter in the alphabet
etc.
Inline element:
A
B
C
Inline element:
ABC
Underline text:
A word in this sentence is
underlined.
Underline text:
A word in this sentence is underlined.
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View
This tab controls the period of appearance of your article.
Tip
Upon checking this box the article is shown as a tip in the SelfServicePortal.
News
Upon checking this box the article is shown as news in the SelfServicePortal.
Valid from, till
Starting from when / till when the article is to be published is entered under "Valid from,
till". The default value is the date of creation.
Groups
You can assign your article to a group under Groups. The article is then visible in the
SelfServicePortalonly for the registered users of the same group.
You can create the groups under "Settings" -> "Groups".
CategoriesYou can assign the article to a category here. You can create the categories under "Settings"
-> "Portals".
Search terms
Under search terms (tags) you can include additional terms, which do not appear in the text
of the article, but using which the article should be found.
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Notes
The notes are meant for internal information.
History
Who, when, what - the history shows you all the changes made in the article. It ismaintained automatically.
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3.3 The Mediapool
The Mediapool is the central management place for all media data, whether these are
videos and photos in common format or PDFs. You can create and edit your media data here
so that these become available to you when you are creating the article.
Filter
You may manage your filters under the Filter icon. The filters are saved and deleted here.
The filters are created with the icon in the heading row of the individual columns.
New
You may create a new medium with the button "New". Gather the data for this on the right
side in the form. The fields highlighted in yellow are mandatory fields.
Delete
With Delete you may delete the highlighted medium or media. Caution: The data is
deleted permanently. There is no "Recycle Bin".
Multiedit
With Multiedit you may process the data selected from several selected mediums at the
same time.
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The form Medium
For modifying an entry click in the row of the desired media data. The data is saved in the
overview with Save.
Media ID
The Media ID is awarded automatically.
Title
The Title is a mandatory field, but can be entered freely.
File name
The file name is a mandatory field and can be entered freely. However, the field is filled in
automatically as soon as you upload a file.
Attention: Always pay attention to the correct file extension.
Version
No version is specified when the screen is opened. If you enter one, you will always have to
customize the version number yourself.
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The Tabs
DataThe button "Select" opens the dialog "Upload file".
A click on the button for uploading takes you to the search screen on your PC. You can now
search and upload an image, video or PDF.
While editing the media data the screen shows you the selected file in the form of an icon.
With "Change" or "Select" you open the same search screen here too and can change or
upload the image.
Note: If an image already being used in an article is changed, it is integrated automatically
upon saving the change.
PDFs are additional important carriers of information, because your contents are also
indexed and made available for the search queries.
By clicking on "Save" your medium is saved and becomes available to you in the Knowledge
base for preparing the article.
History
Who, when, what the history shows you all the changes made in the data. It is maintained
automatically.
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3.4 Support queries
In the area Support queriesyou can manage the Support queries("Tickets") of your
customers. You record a solution for a ticket, by extending an available article or creating a
completely new one and assigning it. Thereafter, you inform the customer by E-mail.
Filter
You can manage your filters under the Filter icon. The filters are saved and deleted here. The
filters are created with the icon in the heading row of the individual columns.
Delete
With Delete you may delete the highlighted support query/queries. Caution the data is
deleted permanently. There is no "Recycle Bin".
Multiedit
With Multiedit you may process the data selected from several selected support queries at
the same time.
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The process - explained in brief
The form Support queries
For editing click in the row of the desired support query. This opens a dialog and you maystart with your editing. The contents are saved in the overview with "Save".
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Number
Each support query gets a serial number.
Portal
The portal name is captured automatically upon sending the support query.
Name
The name of the enquirer, which he entered in the query.
Subject
The subject of the support query is given here.
The e-mail address of the enquirer, through which he is informed as soon as there is a
solution for his problem.
Date
The date of sending of the support query is given here. It is captured automatically upon
sending.
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Responsible
You may define your Support employees as the responsible persons here.
StatusDefine the status of your support query here.
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The Tabs
Text
The content of your ticket is present here. Below this the search terms used by the enquirer
during the search are given.Caution: The search terms used are shown only when the enquirer has allowed the
conveying of the search history in the support query.
Solution
Select an article from the Knowledge base for solution.
Please fill in the key words so that a similar support query need not be created again.
You can inform via e-mail by activating "Inform user". The e-mail address specified while
sending the support query is used as the reply address.
CommentsYou may add comments at any time to the support query. All comments are stored in the
history.
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3.5 Settings
The Settingsare the central place for administrators. Users, roles, portals, etc. are organized
here. The subsequent sections will give you more information about the administration
options.
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3.5.1 Users managing
Users
In the area Users(Support-employees) enter the names of the users of your SupportCenter,
who are supposed to process the articles, media data and support queries.
Filter
You may manage your filters under the Filter icon. The filters are saved and deleted here.The filters are created with the icon in the heading row of the individual columns.
New
You may create a new user with the button "New". Gather the data for this on the right side
in the form. The fields highlighted in yellow are mandatory fields.
Delete
With Delete you may delete the highlighted user data. Caution: The data is deleted
permanently. There is no "Recycle Bin".
Multiedit
With Multiedit you may process the data selected from several selected users at the same
time.
Import
With the function Import you may import the names lists directly from Excel.
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The form Users
For modifying an entry click in the row of the desired user. The data is stored with "Save".
Login name
Under login name enter the initials, with which the portal user is supposed to log on in
YourSupport.
Complete name
Enter here the complete name of the portal user.
Portals
The created portals are offered here to you for selection. Define the portals, to which the
user should be given access.
Note: If you do not specify any portal, the user gets access to all portals.
Administrator
By enabling "Administrator" you may define the selected user as Administrator in the
SupportCenter. You can assign the Administrator function to several users.
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Role
As long as the user is not an administrator, you may assign him any role.
Passwort ndern
Administrators may change here the password of the users.
Als Anwender das Passwort ersetzen
Each Support employee may change his password himself any time after logging on to the
SupportCenter.
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Roles
In the area of Roles create user groups having different rights for the users of your
SupportCenter.
Filter
You may manage your filters under the Filter icon. The filters are saved and deleted here.
The filters are created with the icon in the heading row of the individual columns.
New
You may create a new role with the button "New". Gather the data for this on the right side
in the form. The fields highlighted in yellow are mandatory fields.
Delete
With Delete you may delete the highlighted role(s). Caution: The data is deleted
permanently. There is no "Recycle Bin".
Multiedit
With Multiedit you may process the data selected from several selected roles at the same
time.
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The form Role
For modifying an entry click in the row of the desired role. The data is saved in the
overview with "Save".
Name
Under Login enter the name of the role, which you assign your Support employees in
YourSupport.
Description
You may define the role in more detail here.
Permissions
By assigning the rights you define the tasks a user may execute in this role.
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Description of the permissions
Without an explicit rights assignment each user in the SupportCentercan:
Create articles
Edit articles (*)Set medium
Edit medium (*)
Edit support queries (*)
* Not possible: Delete, Multiedit, Change status, Edit published article
* Not possible: Delete, Multiedit; NOTE: It is possible to change the media in published
articles
* Not possible: Delete, Multiedit; NOTE: It is possible to enter search terms in published
articles
Additional rights:Along with these fundamental rights also assign the following additional rights to a role:
Delete article
This right makes it possible to delete the articles.
Change article status
With this right the user may, for instance, publish the unpublished articles.
Delete media
This right enables you to delete the media from the Mediapool.
Multiedit
This right enables you to edit several records simultaneously in the Knowledgebase or in the
Mediapool or in the support queries.
Edit synonyms
This right enables you to edit or create synonyms.
Delete tickets
With this permission the user may delete the support queries.
Edit published articles
This right enables the editing of the published articles.
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3.5.2 Portals managing
Portale
The Portalsare the central management place for all portals that you want to create e.g. fordifferent products or also for different languages. Please set up the portals before you
create your articles.
Filter
You may manage your filters under the Filter icon. The filters are saved and deleted here.
The filters are created with the icon in the heading row of the individual columns.
New
You may create a new portal with the button "New". Gather the data for this on the right side
in the form. The fields highlighted in yellow are mandatory fields.
Delete
With Delete you may delete the highlighted portal(s). Caution: The data is deleted
permanently. There is no "Recycle Bin".
Multiedit
With Multiedit you may process the data selected from several selected portals at the
same time.
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The form Portals
For modifying an entry click in the row of the desired portal. The data is saved in the
database with Save.
Name
The name of the portal shown in the SupportCenter.
Identification
The identification of the portal (No umlauts, no spaces, no special characters). This
identification belongs to the URL of the portal to be called. This identification can no longer
be changed once it is saved.
Description
Description of the portal for internal purposes. This entry is not used in the SelfServicePortal.
Layout
Select here the desired theme. A standard and a demo theme are supplied as default. Under
Theme you can create any number of themes. The theme determines the basic look and feel
of the portal. The selection of the theme as well as also the settings of a theme can be
changed at any time.
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Hostname
You may enter an additional host name here, using which the portal is to be called (support.
your-company.de). A corresponding alias must also be set up for this: Before you enter your
host name, it must be a CNAME resource record, which is shown on portals.yoursupport.de.Contact your administrator for this.
Access possible only for assigned users
The users of the SupportCenter can be different for several portals. If this switch is set, the
user rights must be set up individually for each portal. Without this switch all users may edit
the articles of all portals.
Request for registration at the (search) portal
Without registration it is not possible to conduct a search in the SelfServicePortal.
CategoriesCategories: Set up here the desired categories for your portal. In case of a software portal
the articles can thus be classified, for instance, in "Installation", "Database", "Application"
or "Output".
Mail address
Field Feedback address: Enter here the e-mail address, to which the messages (tickets) are
to be sent.
Attributes
Field Title text: The name of the portal e.g. your product name is given here. This is used as
the name of the web address in the Title tab.
Link destination in Title banner: Specifies the URL that is called when the Title graphics is
clicked.
Footer text: Enter here a text for the footer. An example of this: 2010-2013 IQUADRAT AG
| Search technology by YourSupport (do not copy this text in the Preview, but instead from
the Article Editor!)
Welcome text: You may enter a text here for welcoming the users of the Self Service Portal.
Imprint: Enter here the text for the complete imprint. PS: A link to the imprint of your website
can naturally also be done this could be integrated, for instance, directly in the footer. The
benefit is that only one imprint exists, which is important when making changes. The
disadvantage is that the own website may sometimes not be accessible (through
maintenance changes, etc.).
Link imprint in the footer: This switch generates a link in the footer to the imprint text (see
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above).
Show footer: You can disable the complete footer here (e.g. when the search portal is shown
as frame within your website).
Show news: This enables/disables the complete "News" block.
Layouts
The area of Layoutsis the central management place for all the interface displays in your
help portal. Customize the interface here according to your company.
Filter
You may manage your filters under the Filter icon. The filters are saved and deleted here.
The filters are created with the icon in the heading row of the individual columns.
New
You may create a new layout with the button "New". Gather the data for this on the right
side in the form. The fields highlighted in yellow are mandatory fields.
Delete
With Delete you may delete the highlighted support layout(s). Caution: The data is
deleted permanently. There is no "Recycle Bin".
Multiedit
With Multiedit you may process the data selected from several selected layouts at the
same time.
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The form Layout
For modifying an entry click in the row of the desired layout. The data is saved in the
overview with Save.
Template
Select the template (default setting) here for the new layout to be created.
Name
Assign a (unique) name to the new layout to be created.
Description
The description is an internal field and is not used in the interface.
Image in the header
Enter here the image for the header of the Self Service portal. The image must be present in
PNG, JPG or BMP format. The image for the header should have a width between 800 and
1000 pixels. Depending upon the image width the display width of the complete Self Service
portal is customized. We recommend about 100 to 200 pixels for image height. The image is
shown on the top images with a bigger height thus displace the search screen further
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down below.
Favicon
Enter here an icon file (16x16 pixels in the ICO format) for the address line of the browser.
Attributes
Several fields for the display permit an individual color design of your Self Service portal. The
colors are entered as hex-codes or in clear text.
Die Tabs
Colors
footer_background_color:Background color of the footer line
footer_link_color: Text color of links in the footer
footer_text_color: Text color in the footer
h1_color:Text color of the largest heading
h2_color:Text color of the medium-sized heading
link_color:Text color of links in the main part
listbox_border_color: Border color of a list element
listbox_title_background_color:Background color of all headings in a list element
listbox_title_text_color:Text color of the heading in a list element
menu_background_color: Background color of the main menu
menu_button_active_background_color: Background color of an active menu in the
navigation
menu_button_active_text_color: Text color of an active menu in the navigation
menu_button_background_color:Background color of an inactive menu in the navigation
menu_button_text_color:Text color of a button in the navigation
outer_border:Outer border of the Help portal
p_color: Text color of paragraphs
paginator_background_color: Background color of the page display in the search portal
search_border_color: Border color of the search section
searchbox_background_color:Background color of the search section
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Portal users
In the area of Portal usersenter the names of all users of your SelfServicePortal, who have a
special status and thus get specific information e.g. dealers, VIP or maintenance contract
customers.
Filter
You may manage your filters under the Filter icon. The filters are saved and deleted here.
The filters are created with the icon in the heading row of the individual columns.
New
You may create a new portal user with the button "New". Gather the data for this on the
right side in the form. The fields highlighted in yellow are mandatory fields.
Delete
With Delete you may delete the highlighted user data. Caution: The data is deleted
permanently. There is no "Recycle Bin".
Multiedit
With Multiedit you may process the data selected from several selected portal users at
the same time.
Import
With the function Import you may import the names lists directly from Excel.
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The form Portal user
For modifying an entry click in the row of the desired portal user. The data is saved in the
database with "Save".
Login name
Under login name enter the initials, with which the portal user is supposed to log on in
YourSupport.
Complete name
Enter here the complete name of the portal user.
Portals
The created portals are offered here to you for selection.
Note: If you do not specify any portal, the user gets access to all portals.
Groups
By assigning to one or more groups you may define the articles, which the portal user can
access. For instance, if you give him the group "Maintenance customer", he can then view all
the articles released for the group of maintenance customers along with published ones.
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The arrows to the right or left move the access classes from Available to Selected or back.
You may also resort several classes simultaneously with the default multiple selection
function.
Change password
Your Support employee changes here the password of the portal user.
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Groups
The Groupsregulate the availability of your articles for the Portal user. Define the groups
here, which you assign to the users and articles to control the access, for instance, if you
wish to make only certain articles visible to the dealers.
Filter
You may manage your filters under the Filter icon. The filters are saved and deleted here.
The filters are created with the icon in the heading row of the individual columns.
New
You may create a new group with the button "New". Gather the data for this on the right side
in the form. The fields highlighted in yellow are mandatory fields.
Delete
With Delete you may delete the highlighted groups. Caution: The data is deleted
permanently. There is no "Recycle Bin".
Multiedit
With Multiedit you may process the data selected from several selected groups at thesame time.
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The form Group
For modifying an entry click in the row of the desired group. The data is saved in the
database with Save.
Name/Description
You can define the group in more detail here.
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3.5.3 Administration
Configuration
The area of Configuration comprises of two main areas, the global settings of the standardportal and your master data (name, company, address, e-mail address).
As soon as the link .yoursupport.de is called in your browser, the
registration window of the SupportCenteris shown, if no standard portal has been set up.Determine a standard portal, after entering the URL the selected portal is started
immediately.
You may enter your master data in the respective fields. These are stored in the database
and serve as information for your company.
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Tools
In YourSupporta tool is integrated, with which you may easily save the entries of your
Knowledgebase and your Support queries on your PC.
Thereby, all the article data / all data from the support queries are zipped and downloaded
on your computer. The ZIP file with the name "Articles-.zip" there is a CSV file with
the article data and a folder "articles" each with one TXT file for each article with the
complete article text.
TIP: You may import the CSV file in MS Excel starting with version 2007 via the menu "Data"
and the function "From Text". For this, a blank spreadsheet must be available.
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After this, a few settings are to be made:
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The file format '''Unicode UTF-8''' is important here ...
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... and the separator '''comma'''.
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Done!
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3.5.4 Search
Synonyms
The area Synonymsserves for optimizing the search in your Help portal. You may assign thesynonymy to certain words in your articles, such as the word "van" to "car".
+ (Plus character)Create a new entry with the Plus sign.
- (Minus character)
With the Minus sign you may delete the highlighted row(s). Caution the data is deleted
permanently. There is no "Recycle Bin".
Relevance
Define the degree of matching of both the words for calculating the relevance by entering
the value from 0 to 1 (0 = 0%, 1 = 100%).
4 More information
Many more, regularly updated information are available at support.yoursupport.de/de
How often is the information retrieved?
In the column "Access" in the data grid you can control at all times, how often an article is
retrieved.
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How the language is assigned?
If you are working with bilingual portals, you must create a separate language for each
portal. Accordingly, the language is assigned to your articles immediately during creation.
For the registered portal users enter the language directly while setting up the user.
In case of anonymous users of the portal, YourSupport gets oriented to the selected
language of the browser used. The English language is used if no indications are found.
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How do I change images/videos?
In the Mediapoolthe embedded or the linked media data are shown as icon when the file is
clicked in the screen "Medium". The file is opened by double-clicking the icon. You can
modify any other video, image or PDF with the button "Change". This functions exactly the
same way as when creating the file. It is always useful to assign a new version number tothe changed version.
5 Contact
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