Functions for guides – alphabetically

Answer versions
A guide created in default version can be seen in all interfaces. Under Answer version types you specify that different content shall be visible depending on where the answer will be displayed – such as on a public web site, in an agent portal, mobiles, Facebook apps etc.

Attributes
A specific property you can assign to a, i.e. a name, a default value and a description to show that the guide e.g. has a contact form embedded in the guide’s answer.

Categories
Create categories to link the questions to. A guide can be tagged with one or more categories, in up to 4 levels of sub categories. Categories can also be configured as invisible for e.g. a specific user interface making it possible to divide guides into groups for internal follow-up.

Contact routes
The customer looking for an answer can be routed over to different customer service channels. Under Contact routes you can have regulations that i.a. contain contact tabs, forms for email or callback as well as pop up window for e.g. chat. Handover options that later can be specified per guide, under Handover to contact route are:

• Default – governed by interface, meaning that it is different for e.g. the Agent portal and the external web.
• Limit to selected contact routes. You point out one or more pre-defined.
• Do not allow handover.

Global answers
When you create an answer in a guide you can choose whether the answer shall be global meaning reusable so that other guides are able to link to this answer and when it is changed, this takes effect for all guides using it.

Guides
Write, edit, and remove questions and answers that together form a guide. The guides can then be tagged with metadata in the form of categories and attributes and be tailored with matching constraints and publication status.

Links
If you create global links they can be linked to answer pages for designed categories of questions. You can give a user friendly title to a link and it can be opened in a new window, the same window or main window. When you edit a link, the using the links are updated as well.

Matching constraints
You can add Keywords or expressions, together with criteria: “good if existing”, “must exist” and “must not exist”, as a complement to the built-in matching.

Parameters
A guide can receive data from other systems by means of named parameters that are given one or more values. Examples of data you can fetch are booking information, delivery status, subscription type etc.

Publishing

• Publishing and Unpublishing can be executed immediately or at a specified date.
• Publication status regulates whether a guide shall be visible in end user interfaces or not
• For an Editor the Publication right can be No, meaning that he can only create drafts for later publication.

Display options that are specified per guide are:

• Default, the guide is visible in all views, according to algorithm and regulations in the service.
• Show at the top of top lists, always shows the guide at the top, where it is included.
• Exclude from top lists means that the guide is e.g. not displayed in the ”most searched for” list even if it should be the most searched for.