The Self Help customer portal is generated using the evSH skin.

• It enables you to browse through the categories and sub-categories of a Self Help project.
• It is used to access the details of procedures in pages.
• Several functionalities facilitate browsing and searching.

Notes

• The evSH skin is the standard skin shipped with Self Help. It is managed by EasyVista. You cannot modify it. 

• On the portal, logged-in users can view all Self Help projects that their user groups are authorized to access within a given domain. This information can also be filtered by group.  See the example

Description of the portal

The screen is divided into several zones:

• (1) Top banner
• (2) Search field
• (3) List of categories in the Self Help project
• (4) List of news articles
• (5) List of popular topics

Top banner

The top banner is found in all portal pages.
        

<: Used to return to the list of Self Help projects that users can access in each of their domains.
        

: Used to return to the portal Home page.

: Name of the Self Help project and the logged-in user.

: Used to select the portal language for the graphic interface and procedure content pages.

: Used to filter portal pages based on the user's groups.
 

: Used to log out.

Search field

The search field is found in all portal pages, except for pages in the last level. It is used to run a search using keywords in the pages that selected user groups are authorized to access. 

• Once you enter the first three characters, predictive entry will display a list of suggestions.
• You can filter the results by category.

      See the description

Types

On the portal Home page, all of the Self Help project categories and sub-categories are displayed.

• The icon displayed is the one associated with the category or sub-category.
• Click one of the categories to display the list of pages arranged by sub-category.
          

When a search is run, the list is refreshed. It will only display the categories and sub-categories in which results are found.
        

News

The list displays the latest news related to the portal.

Popular topics

Popular topics are pages that are frequently searched for on the portal.

• Click one of the topics to display the list of associated pages.

Description of procedure pages

Pages are the last level in the tree structure of categories and sub-categories. These pages contain step-by-step Self Help procedures.
        

• Depending on the configuration defined by writers, the page may display a toolbar.  See the description

• Depending on whether the procedure structure is linear or in branches, users can use the Previous and Next buttons found at the bottom of the page to browse, or the Yes or No buttons for choices.

• The page title can indicate the number of steps in the procedure if its structure is linear. For procedures that include branches, the number of steps will vary depending on each user journey.

• On the last page of the procedure, users can access a satisfaction survey where they can comment on content relevance.
          

Functionalities

Breadcrumb

Found at the top of every portal page, the breadcrumb facilitates navigation by showing the path of categories and sub-categories consulted.

• Click one of the levels in the path to display the list of sub-categories and the corresponding pages.

• : Used to return to the portal Home page.

• <: Used to return to the highest level and display the list of Self Help projects.
  Note: This level is not displayed in procedure pages.

Portal content filtered by group

You can filter the information displayed on the portal based on the groups you are authorized to access. Select one of the groups to display only the procedures authorized for this group.

Note: To use this functionality, you must add a dedicated item of metadata and configure it for the procedures of the Self Help project associated with the customer portal.  See the procedure

example  

Procedures in the Rights & Training folder are allocated to the BACK OFFICE group while the other project procedures are allocated to the FRONT OFFICE group.

• Both groups, i.e. BACK OFFICE and FRONT OFFICE, are selected. This means that the user will be able to see the entire customer portal.
          

• Only one group, BACK OFFICE, is selected. This means that the user will only be able to see procedures in the Rights & Training folder.
          

• Only one group, FRONT OFFICE, is selected. This means that the user will be able to see the entire customer portal, but not procedures in the Rights & Training folder.
          

Search

Once you enter the first three characters, the drop-down list will display pages. You can run a search in two ways.

• You can click one of the suggestions. The corresponding page will appear.
        

• You can select one of the categories and press Enter. The icons of categories containing results will appear below the search field, in descending order based on the number of relevant results.
  • Click one of the icons to filter results based on the selected category.
  • Click one of the results to see the corresponding page.
          

Toolbar in procedure pages

Note: The icons in the toolbar depend on the configuration defined by writers.

Pause

 Used to pause the current procedure and resume it at a later time.

History

 Used to display the history of pages consulted.

Overview

Procedure_OverviewIcon

EndProcedure_OverviewIcon

Report

Procedure_ReportIcon

EndProcedure_ReportIcon

Comment

Procedure_CommentIcon

EndProcedure_CommentIcon

Escalation

 Used to run an escalation procedure, e.g. open a ticket, send a message, etc.

Share

Procedure_ShareIcon

EndProcedure_ShareIcon