Use of the Self Help Customer Portal


The customer portal proposed in Self Help is generated using the evSH skin. It is used to browse through the categories and sub-categories of a Self Help project and to access the details of the procedure in pages.

  • The portal is made up of several zones.
  • Several functionalities facilitate browsing and searching.

       Customer portal.png

Notes

  • The evSH skin is the standard theme 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. Open url.png See the examples.

Description of the portal

The screen is divided into several zones:

Top banner

The top banner is found in all portal pages.
         Top banner.png

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

Home icon.png: Used to return to the portal Home page.

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

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

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

Logout icon.png: 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.

    Open url.png See the description.

Categories

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.
             Category list - Navigation.png

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

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.
         Procedure page.png

  • Depending on the configuration defined by writers, the page may display a toolbar. Open url.png See the description.
  • Depending on whether the procedure has a linear structure or a tree structure, users may browse using the Previous and Next buttons found at the bottom of the page, 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 with a tree structure, 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 how relevant the content is.
             Procedure page - Opinion.png

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.
  • Home icon.png 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 the procedure pages.

       Breadcrumbs.png

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.

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.
             Authorized groups - All.png
  • Only one group, BACK OFFICE, is selected. This means that the user will only be able to see procedures in the Rights & Training folder.
             Authorized groups - Group BO.png
  •  Only one group, FRONT OFFICE, is selected. This means that the user will be able to see the entire customer portal, but not the procedures in the Rights & Training folder.
             Authorized groups - Group FO.png

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 proposals. The corresponding page will appear.
           Search area.png
  • 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.
             Search categories.png

Toolbar in procedure pages

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

       Procedure page - Toolbar.png

Pause

Procedure page - Toolbar - Pause icon.png  Used to pause the current procedure and resume it at a later time.

History

Procedure page - Toolbar - History icon.png Used to display the history of pages consulted.

Overview

Procedure_OverviewIcon

Procedure page - Toolbar - Overview icon.png: Used to display the flow chart of the whole procedure.
       Procedure page - Toolbar - Overview detail.png

Procedure page - Toolbar - Overview step icon.png: Used to identify a step in the procedure. 

  • Steps with a dark green background correspond to the current node in the thumbnail found in the left corner.
  • Click Procedure page - Toolbar - Overview collapse icon.png in the top right corner to show or hide the next steps of the procedure.
     

Procedure page - Toolbar - Overview end icon.png: Used to identify an exit step in the procedure.

Icons displayed on hover

Procedure page - Toolbar - Overview Mouse hover step - Current nod icon.png: Used to display the topic associated with the selected step. In an exit step, this returns a list of procedures from the same category.

Procedure page - Toolbar - Overview Mouse hover step - Add comment icon.png: Used to send feedback with a file attachment to writers of the procedure in order to report errors, comment on how relevant the content is, or make suggestions.

Thumbnail in the left corner

  • Zoom tab: Used to display different zoom functionalities.
  • Preferences tab: Used to display the overview vertically or horizontally and select the number of steps displayed in the flow chart.
EndProcedure_OverviewIcon

Report

Procedure_ReportIcon

Procedure page - Toolbar - Report icon.png: Used to generate the execution report of the current procedure.
       Procedure page - Toolbar - Report detail.png

EndProcedure_ReportIcon

Comment

Procedure_CommentIcon

Procedure page - Toolbar - Comment icon.png: Used to send a message with a file attachment to writers of the procedure in order to report errors, comment on how relevant the content is, or make suggestions.
       Procedure page - Toolbar - Comment detail.png

EndProcedure_CommentIcon

Escalation

Procedure page - Toolbar - Escalation icon.png  Used to run an escalation procedure, e.g. open a ticket, send a message, etc.

example  Procedure containing two steps:

  • Open a form where users can type their message.
  • Send the form by email to the Support team.

Share

Procedure_ShareIcon

Procedure page - Toolbar - Share icon.png: Used to generate a link to the current procedure. You can copy and paste the URL on the clipboard or send it by email.
       Procedure page - Toolbar - Share detail.png

EndProcedure_ShareIcon

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Last modified by Unknown User on 2020/03/24 12:37
Created by Administrator XWiki on 2019/12/10 17:56

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