Community Central Quick Start Guide

Transcription

1 Community Central Quick Start Guide Copyright 2011 Open Solutions Inc. All rights reserved No part of this material may be reproduced in any form without written permission

2 Table of Contents Community Central Knowledge Management Tool Overview..3 Accessing Community Central External Contributors Site..4 Top Navigation Descriptions Home...6 Search.6 Profile..9 Community Portal 10 Compass...10 Extranet.10 Left Side Navigation Descriptions..11 Advanced Search 11 Browse by Product..11 Create a New Article...12 Live Chat...12 Contact Us 12 Give Feedback.12 2

3 Open Solutions Community Central Knowledge Management Tool - Overview Community Central allows Open Solutions to actively catalog, classify, publish and report on knowledge targeted at specific user organizations enabling a greater ability for the users to locate, understand and apply the knowledge to improve quality, service and efficiency. Each user will view the Community Central Site designed to support their specific needs. Knowledge managers will be responsible for ensuring knowledge items, also called articles or answers, content is accurate, consistent and up to date. Knowledge management will review and edit all articles while working directly with SMEs to resolve potential content discrepancies. Note: This site is not a replacement for Compass; cases cannot be submitted on this site. Accessing Open Solution s Community Central Users will have access to Open Solutions Community Central via Internet Explorer, and will use their extranet credentials. If the user is not registered visit register.opensolutions.com 3

4 External Contributors Site Clients of Open Solutions will access the System through the external contributor s web page seen below. The external site is accessed through URL The site includes six tabbed navigation links along the top. Three of the links ( Home, Search and Profile) link to sites internal to the Open Solutions platform. The remaining three links (Community Portal, Compass and Extranet) point to sites external to the Open Solutions platform. 4

5 There is also a navigation bar on the left side of the page which contains six links. Similar to the top navigation bar, five of the links are internal to the Community Central Site: Advanced Search, Browse by Product, Create a New Article Contact Us and Give Feedback One of the links point to an external site: Live Chat 5

6 Top Navigation Links Descriptions Home The site landing page, or Home page, provides immediate access to the knowledge base search widget. The search widget allows for a keyword search of the knowledge base. The term keyword is used; however the search parameters are not limited to a single word. The search engine is similar to most any browser search tool the user is accustomed to where multiple words, groupings of words or even questions can be entered. A list of announcements is displayed beneath the Search widget. On the right hand side of the page is a list of Most Popular Answers. Most popular answers are based on answer usage and usefulness ratings. In the New and Updated Answers section, a list of the 20 most recently added or updated answers to which the logged on user has access will be shown. Search The knowledge base search widget allows for an immediate keyword search of the knowledge base or an Advanced Search. The Advanced Search dialog includes a keyword search and search filters to narrow the scope of the search by product and category. 6

7 Search results are displayed beneath the search widget in order of importance based on usage and usefulness ratings entered by users. Clicking on the desired answer opens the answer detail page. Along with the answer details will be an area allowing feedback by the user called Rate this Article? and a 5 star rating area. Feedback is optional, but strongly encouraged. When a star corresponding to the usefulness ranking is clicked, a pop up box appears asking for further feedback. If feedback is submitted, the fields for Was this answer helpful? and Your Feedback are required fields, denoted by a red asterisk. 7

8 Answer feedback is limited to 1024 characters. Answer feedback optionally allows a user to submit a Compass case number with answer feedback to signify the currently displayed answer assisted in solving a case. The label will read, This answer was used to resolve Compass case #: The Answer Details page will display answers that others found helpful. The Answer Details page includes a list of answers recently viewed by the logged on user. Also displayed will be a list of promotional offerings matching the current search criteria. Promotions are divided into two types, Complimentary and Paired: Complimentary promotions are specifically targeted at contacts not having any product identified in the promotion s product selections. Paired promotions are specifically targeted at contacts having a product identified in the promotion s product selections. Clicking the promotion causes the contact s browser to navigate to the URL identified as being the promotion s target. The target may be any valid URL. If the target URL is the Knowledge Management Site page, the Open Solutions knowledge manager may author the content of the page to include a Promotions Offer Follow-up widget. If the user clicks on the follow-up widget, it would cause a message to be sent to the logged in user s account manager. The answer detail page allows for answers to be printed or ed. Also available is a notification option. Notifications are sent to the logged in user if the selected answer is updated. 8

9 Profile The Profile page shows an account overview listing questions submitted by the logged on user. Clicking on a displayed answer will take the user to a page allowing feedback or additional information for that question. Also displayed is the reference number associated with the answer, the current status of the answer and the date the answer was submitted. Additionally there is a section showing the communications history for that particular answer. A listing of recent answer notifications made to the logged on user will also be displayed. Clicking on a subject in the Recently Submitted Requests pane provides a communication history of that item 9

10 To remove a notification click on the See all product, category, and answer notifications link. The Notifications page will display: Click the delete pushbutton next to the notification that is to be removed. Community Portal Clicking the Community Portal link takes the user to the Open Solutions Community Portal URL in a new window. Compass Clicking the Compass link takes the user to the Open Solutions Compass URL in a new window. Extranet Clicking the Extranet link takes the user to the Open Solutions Extranet URL in a new window. 10

11 Left Side Navigation Links Descriptions Advanced Search Provided the same functionality as the Search navigation link discussed above. Browse by Product The Browse by Product page displays products available to the user displayed by Tier I headings followed with Tier II product listings. Selecting a product listed will bring up the Search widget with filtering set to the product selected. This allows for a search of the knowledge base for answers related to the chosen product. 11

12 Create a New Article Clicking on the Create a New Article link sends users to the request submission page seen below. The request submission page allows the submission of a detailed request for a new answer or for updates to an existing answer. The site request submission form requires Subject, Question, Product and Category entries. Optionally available is the ability to attach documents to the request. 12

13 Live Chat Clicking on Live Chat allows the user to connect to an analyst via the Open Solutions live chat application in a new window. Live Chat connects with the Extranet and will therefore require the user to sign-in again. Contact Us Clicking the Contact Us link provides the user with helpful information on contacting Open Solutions. Give Feedback Clicking the Give Feedback link will open a feedback box allowing the user to send information as an incident. The knowledge management team would then be able to assign that to a representative who would initiate contact to the user. 13