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User Guide

February 2013


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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
http://-/?-


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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


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.

E-Mail

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


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



New

You may create a new role with the button "New". Gather the data for this on the right side


Delete

With Delete you may delete the highlighted role(s). Caution: The data is deleted


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



New

You may create a new portal with the button "New". Gather the data for this on the right side


Delete

With Delete you may delete the highlighted portal(s). Caution: The data is deleted


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



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


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



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


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



New

You may create a new group with the button "New". Gather the data for this on the right side


Delete

With Delete you may delete the highlighted groups. Caution: The data is deleted


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


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

Documents

Tcloud Handbuch En