nService question & answer wizards enable you to provide information to the users in a question & answer manner. With knowledge articles, users need to search and read through a lot of text before they get to the information they are looking for. Q&A wizards speed up the information finding process by structure the information under different branches. Constructed correctly, they are far more effective than the flat knowledge articles.
To design a wizard, log on to nService as a service worker or a system administrator. Go to Knowledge, locate the proper folder and click the Add Q&A Wizard command on the upper right corner. You can ask the first questions and specify five answers. You can add more answers later on when you edit the initial step. Save the new wizard and you will see the first step of the wizard in editing mode. Note there are two modes of accessing a wizard: running mode and editing mode. When you are in editing mode, you see the commands under the wizard name or last question line. To get into the editing mode, click the Edit command next to the wizard name in the knowledge folder where the wizard is shown.
On each step, you can add more sub-steps by editing the current step. To delete a sub-step, click into the sub-step first and then click the Delete command. To provide information to each step, edit the step and enter the information in the note section. To embed images to the note section, upload the images to the step first. View that step to see the attachments listed. You can then right click on the link to see its properties. Copy the “href” content and paste it into a copy and paste into an image tag in the note.
Upon arrival to the nService website, a visitor is greeted by the welcome Q&A wizard. Most of the questions your customers or co-workers are repeated ones. Different people ask the small set of questions over and over again. You can design a welcome wizard with these frequently asked questions and answers coded in it. It will greatly reduce the number of service requests you will receive and improve customer satisfaction. To account for the cases where visitors must submit service requests, you can construct the steps to redirect them to the service request submitting form with service and product pre-selected. Consider the following sample.
When the visitor clicks the No answer, he is redirected to the logon page first and then is shown the service request submitting form right away with service and product re-selected.
To construct a step like this the redirects the visitor to the service request form, you can put the hyperlink and the service and product parameter into it. The “Redirect to URL” field of the “No” looks like this:
~/SR/SrAddPage.aspx?service=100&product=100
The “~” is very important. It makes sure that regardless where this URL is presented, it takes you to the new service request page for the current web application. The ID of the “Technical Support Services” is 100 and the “TVs” product also happens to be 100.
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