Reseller_Onboarding_5_-_Help_Section_1920x1080.mp4

00:00:00

Welcome back to our reseller onboarding training series

00:00:05

In this video, I'm going to be discussing managing your help section and setting up help and support articles for your users

00:00:13

In the previous video, we talked about setting up users underneath a plan and what happens when users are created

00:00:23

However, once someone creates an account and logs in, they're going to need to know how to use the platform

00:00:29

Just like you likely have watched the onboarding training videos and you familiarize yourself with the platform by watching the training, you can set up your own training for your own users to use and you can

00:00:41

put whatever you'd like in there

00:00:43

I'm going to walk you through the process of setting up your help section so that users can have training articles that they can then view

00:00:52

One important thing to be aware of and you probably notice this when you created your reseller account is there is some icons in the top right next to your login email such as an envelope and

00:01:04

a little bell icon

00:01:05

These are where you'll find important messages or notifications about your platform

00:01:10

One of them may say that you've required help articles that need to be imported and there might even be templates that need to be imported

00:01:18

You're welcome to import these and use them, however, be aware that when you import them, they will now be within your platform and if you don't like them, you will have to delete them out of

00:01:29

your platform

00:01:30

So if you wish to use our help and support section as reference and our videos, you can import them or you can create your own

00:01:39

Just like you have your own help and support section over here, you can manage what the users see in their help and support section by going to manage help section

00:01:51

This will show you your list of help articles

00:01:54

Currently this is a new reseller account that does not have any articles created or imported, but I'll walk you through that process because in order for your users to see help articles, they have to be

00:02:05

created within manage help and support and then set to be visible for users of certain products or plans

00:02:17

So, before you actually go about creating help articles, you have to create categories for the articles to go in

00:02:24

So I would recommend starting with the help categories

00:02:27

You're welcome to use our help categories as reference, anything that you see in the help and support

00:02:33

You can use that as a framework or you can make your own categories, however you choose

00:02:37

I'd recommend creating at least a couple categories and then once you have created the categories, you can edit them by clicking this button and it's very simple as just entering the name, the description and whether

00:02:52

they're viewable by other reseller accounts, which you may not have access to depending on your level

00:02:57

But just simply create the name and the description and that's all a category really needs and the help articles will go within categories

00:03:05

So you can go back to your list of help articles and this will show you any available help articles you have created or imported and you can import by pressing this button here or by going

00:03:15

to the notification at the top here

00:03:18

But let's create a help article from scratch just so you can see how it works

00:03:22

When you create a new help article, this will let you put whatever you want in that help article body

00:03:31

I would recommend by giving it a title and then you would select a category

00:03:37

This is why I recommended creating categories first because you need to put your help articles in a category in order for them to be visible

00:03:45

So simply select the category that is appropriate for the help article and you can select the module as well

00:03:51

This means that only users who have access to this module will be able to see this help article

00:03:57

So most users will likely have a mobile and desktop sites module if you're selling mobile and desktop site builders

00:04:04

So if you select this, then anybody that has access to the mobile and desktop sites module will see this help article

00:04:11

You can narrow down specific categories and only make them visible to certain users on certain plans or products by using this section

00:04:19

Say for example, you have users that have access to the proposals, but not the CRM

00:04:25

If you make a CRM module help article, people that have access to the proposals, but not the CRM will not see this help article

00:04:34

However, if they purchase the CRM later, it will unlock this help article once the module is available in their platform

00:04:41

Then you would put the article body right here

00:04:45

This is where you would put any texts or pictures or even videos you can upload that will help walk users through that particular subject

00:04:55

In this case, we have videos that you're watching right now to understand how this works

00:05:00

You can link videos by embedding them

00:05:04

First you have to upload them to a website such as Vimeo or YouTube or another sharing website

00:05:11

Within embed code, you can paste an embed code here

00:05:15

Simply click this button at the end to open up the source code for this body

00:05:20

You can paste any code here and when you save it, it'll add that code

00:05:25

You can use all these tools at the top to control things like centering it and changing the font and the text and the size and you can also do images by clicking this button and uploading

00:05:36

an image

00:05:37

You can add multiple images and text or you can add text and video, images or text and video or any combination in between

00:05:45

However, you want to build your help article

00:05:47

It's up to you

00:05:49

Then once you're done with the body, you can write an abstract small description that will be used for search results and keywords

00:05:57

Any keywords that you enter will associate this article with this keyword and this will help when searching for specific articles

00:06:08

You can also give this a label

00:06:12

Now labels are used to link the blue question

00:06:18

marks that you have seen on certain platforms to a specific help article

00:06:24

Generally, you don't want to pick a label from the list

00:06:27

You want to pick a specific question

00:06:29

mark and then create the help article within that question

00:06:33

mark and it'll automatically make a label

00:06:35

I'll show you this more later

00:06:37

If you wish to associate a label with one of the help buttons in a specific article, you can do so right here

00:06:45

You can also force videos to have an onboarding role by assigning them a role in the onboarding section

00:06:54

If you set a number here, this will add that video to that platform's onboarding sequence,

00:07:00

which you can use to force users to watch either through a banner at the top that you probably noticed or a pop -up that forces them to at least acknowledge that video or article

00:07:15

This is likely what you've watched for this particular video going through the onboarding steps of setting up a reseller

00:07:21

You can set up your own onboarding for your users with this, simply give it an onboarding number, assign a role of the user because these are all your users below you, anybody that has access to

00:07:31

this particular module can see this and it'll pop up if they have access to it and that way they won't be able to miss it

00:07:40

Then save your article

00:07:42

Always remember to save once you've made any major changes and then now if we go back to the list of articles we can see this help article that we have created is now in the category

00:07:52

and now when our users log in and go to this category they will see this and any other articles that we have created or imported and they can watch them or view them from there

00:08:04

Follow me in the next series of videos as I talk about managing the support section which is different from the help section

00:08:12

The help section is used to create help articles that can be used to review and access at any time

00:08:20

The help, the manage support section is used to create support agents that can actually answer live questions

00:08:25

and handle support tickets that come into the platform

00:08:30

So follow me in the next series of videos and then we'll go through the rest of managing support