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Building a New Help Center in CXone Expert

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Overview

There are several components when creating a new product help center in CXone Expert. Contact Stephen or Katie first before creating a new help center.

When creating a new product help center, follow these naming conventions:

Creating Custom Header

Proceed with Caution: a mistake in this section creates errors throughout the entire site. Contact Stephen if you need help with custom headers.    

Step 1: Add Logo to Media Repository

  1. From the home page, click Media Repository. 
  2. Click Product Logos. 
  3. Size the image to the correct pixels. This can be done by eyeballing the image from the application and making the logo the same size, or larger or smaller. Name the file “CAS Name Logo” and save as a .png file type. 
  4. Click the Attach a file button and upload the image. 
  5. Right-click on the logo name and copy the link address. Save the image URL in Notepad, as you’ll use it when Creating a Custom Header. 

Step 2: Create the Custom Header

  1. Under Site tools, click Dashboard. 
  2. Under Site Administration, click Template directory. 
  3. Click on a live CAS from the Site Header folder. 
  4. Under Options, click Copy. 
  5. Locate the copied page under the Site Header folder in Browse and update the page title with the new CAS name. Then click Copy page. 
  6. On the new page, click Edit. 
  7. Click </> HTML in the top right of the text editor. 
  8. Replace the a href path with the new help center path. 
  9. Replace the img src with the new image path (from Add logo to media repository above). Copy the link path from “@api/….png”. 
  10. If necessary, remove hidden chat html from HTML view of header template. 
  11. Click Save. 
  12. Click Templates from the breadcrumb. Alternatively, click Site tools, then Dashboard, then Template directory. 
  13. Click Site Header. 
  14. Click Edit. 
  15. Expand the last DekiScript block. 
  16. Copy an existing CAS block and paste in the CAS alphabetical order. 
  17. Update the page path and template with the new CAS information. Underscores are required for the page path and template. 
  18. Click Save. 

Feedback Form in Smartsheet

The feedback form is a topic article with a Smartsheet form embed code. This article is hosted under the CAS Help Center, under the Internal Reference Information and Email Templates category. 

  1. Navigate to Applicant Email Templates – WIP category, Education Team Documents guide.
  2. Under Options, click Copy. 
  3. Under the Browse tab, click the help center you want to add this category to and update the page title with the correct CAS information. 
  4. Click Copy page.
  5. Navigate to the CAS Applicant Help Center and under Options, move the Applicant Help Center Feedback Form page to the Education Team Documents guide in the same help center.
  6. Navigate to the main CAS Applicant Help Center page and click Edit. 
  7. Highlight “Send your ideas” and link to the CAS feedback form. Select Open in contextual help overlay. 
  8. Navigate to Smartsheet. 
  9. Under Home, click the checkbox for a CAS feedback form. 
  10. Under Actions, click Save as New... 
  11. Rename the sheet with the correct CAS information. 
  12. On the bottom of the new CAS feedback form, click Forms. 
  13. Copy the Smartsheet URL. 
  14. Navigate to Expert. 
  15. Navigate to the CAS’s feedback form page. 
  16. Click Edit. 
  17. Click </> HTML in the top right of the text editor. 
  18. Update the src URL with the new Smartsheet URL. 
  19. Click Save. 

RingCentral Live Support Chat Feature

There are two chat features available: the Ada chatbot and RingCentral's live support chat. The Ada chatbot is available in most CASs (in the application) and SlideRoom Applicant (in the help center).

If a CAS or product wants to use RingCentral's live support chat in the help center, then the chat feature appears on every page of the CAS help center. After adding the chat feature, send a test chat to ensure it works.

  1. Click Site tools, then Dashboard. 
  2. Under Site Administration, click Template directory. 
  3. Click the CAS name under the Site Header grouping. 
  4. Click Edit. 
  5. Click </> HTML in the top right of the text editor. 
  6. Enter a new line and paste the chat script, supplied by Customer Service. 
  7. Click Visual and confirm only a DekiScript box appears. 
  8. Click Save. 

 

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