Contact Center > Online Contact > Service Guide (Consultation) > Help Center

FAQ

If you have enabled FAQ among the help center configuration items, (Can enable at [Service Management → Help Center → Default Settings] menu), FAQ menu allows you to manage FAQ (frequently asked questions) documents.

Manage Category

Before registering FAQ documents, you could add categories which documents would be classified from 1 to 3 depth. (When registering FAQ documents, selecting category is required.) ① When adding categories in the lower depth, please click the upper depth category first, and then add after checking if the right upper category is selected. You can set the name of the category by the help center language you set on [Global Management → Contract Service Status → Basic Information] menu.

Duplication of category names is not allowed in the same depth. You can ② edit, delete categories. Please keep in mind that if upper depth categories are deleted, the dependent sub-depth categories will be deleted together.

Distribute/Draft Document

FAQ documents are divided as follows:

  • Draft Document: Documents which need revision before release
  • Distribute Document: Documents in release

From Distribute/Draft Document menu, you could view following information about Distribute Documents and Draft Documents.

  • Number
  • Title
  • Fix Main Screen
  • Fix by Category
  • Category
  • Registrant
  • Views
  • Registered Time
  • Modified Time

Authorities for ① registering, ② editing, deleting FAQ documents are divided into:

Administrators could register/edit/delete all documents, and agents could register and edit draft documents. If documents are newly saved, the registrant changes to the person who saved the document lately. Agents cannot delete documents, so if registered documents should be deleted, please ask to the service’s administrator.

Register FAQ

By clicking Register FAQ button in distribute/draft document menu, you could write documents to be displayed in Help Center FAQ. You can set the title and contents by the ① help center language you set on [Global Management → Contract Service Status → Basic Information] menu.

Items which need to be filled are as follows:

  • Category: Please select the appropriate category which you added in [Help Center → FAQ → Manage Category] menu. The document would be placed under the selected category.
  • Fix Main Screen: If checked, the document would be fixed in the top of ‘All’ group which all FAQ documents are displayed.
  • Fix by Category: If checked, the document would be fixed in the top of the relevant category group.
  • Title
  • Contents

After filling in all the contents, click ② Save Draft to register as draft document, or ③ Register to register as distribute document.

Notice

If you have enabled Notice among the help center configuration items, (Can enable at [Service Management → Help Center → Default Settings] menu), Notice menu allows you to manage notice documents.

Manage Heading

Before registering notice documents, you could add headings which documents would be classified. (When registering notice documents, selecting heading is required.) By clicking ① Register button, you could add headings by the help center language you set on [Global Management → Contract Service Status → Basic Information] menu. ② Editing, Deleting, and ③ Changing Order are possible. The defined order is reflected in the [Help Center → Notice → Register Notice] screen and notice menu in the help center.

Distribute/Draft Document

Notice documents are divided as follows :

  • Draft Document: Documents which need revision before release
  • Distribute Document: Documents in release

From Distribute/Draft Document menu, you could check following information about Distribute Documents and Draft Documents.

  • Number
  • Status(In Progress / Done / Reserved)
  • Heading
  • Title
  • Tag
  • Registrant
  • Views
  • Registered Time

Authorities for ① registering, ② editing, deleting notice documents are divided into:

Administrators could register/edit/delete all documents, and agents could register and edit draft documents. If documents are newly saved, the registrant changes to the person who saved the document lately. Agents cannot delete documents, so if registered documents should be deleted, please ask to the service’s administrator.

Manage Template

For frequently used notice forms, you could add templates to shorten the time for creating documents. You could ① Register, ② Edit, Delete templates, and view information of the template through clicking each template.

Through Registration Template button, templates could be created. You can set the title and contents by the ① help center language you set on [Global Management → Contract Service Status → Basic Information] menu. Items which need to be filled are as follows:

  • Template Title
  • Template Description
  • Heading
  • Tag
  • Status: Whether to use the template when registering notice.
  • Title
  • Contents

Manage Tag

Tags could be utilized when searching notice documents. If you click the ① Register button, the screen for adding tags will be displayed. You can set the name of the tags by the help center language you set on [Global Management → Contract Service Status → Basic Information] menu. Starting with the most recently registered tag, tags will be viewed in the select box when registering notice documents. Added tags could be ② edited and deleted.

Register Notice

By clicking Registration Notice button in distribute/draft document menu, you could write documents to be displayed in Help Center Notice. You can set the title and contents by the ① help center language you set on [Global Management → Contract Service Status → Basic Information] menu.

Items which need to be filled are as follows:

  • Select Template: Please select the appropriate template which you registered in [Help Center → Notice → Manage Template] menu. The settings for each language will be applied.
  • Heading: Please select the appropriate heading which you registered in [Help Center → Notice → Manage Heading] menu. The document will be classified in the selected heading.
  • Tag: Please select the appropriate tag which you registered in [Help Center → Notice → Manage Tag] menu. Multiple choices are available.
  • Notice Period: The period which the notice document would be posted. If the start date is set after the date of creation, the posting will be reserved for that date.
  • Fixed Top: The document will be fixed in the top of All, and in the relevant heading.
  • Output Date: This is the registration date of the notice displayed on the Help Center.
  • Title
  • Contents

After filling in all the contents, click ② Save Draft to register as draft document, or ③ Register to register as distribute document.

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