Guide to the EesySoft Support Center

DO YOU SOMETIMES FEEL LIKE A PARROT, REPEATING THE SAME ADVICE? ARE YOU FED UP OF FIGHTING THE SAME FIRES? WITH THE EESYSOFT SUPPORT CENTER, YOU CAN GIVE YOUR USERS A FOUNTAIN OF KNOWLEDGE WITHOUT MAKING A PEEP!


WHAT IS THIS WONDERFUL THING KNOWN AS THE EESYSOFT SUPPORT CENTER?

If I told you right now how to make the ultimate chocolate brownies, you may be interested and even decide to have a go.
But by the time you get home this evening and are standing in your kitchen, are you going to remember the recipe? Probably not!

How about if I told you that the recipe could be found in the local library. Would you have enough enthusiasm to go down, find the cooking section and then trawl through every recipe book to find it?
Or worse still, what if I only gave the recipe to people who didn’t eat chocolate. Oh, the waste to the world!


The same goes when providing information for users:

  • By providing contextual help to users, we can make sure they get the information that they are looking for without having to search through long menus of unrelated topics.
  • By providing the information at the time of need, the user is in the right frame of mind to absorb it and can use the information straightaway.
  • Giving the information the users for whom the information is relevant ensures the right people get it and the wrong people don’t mixed up with it.

BUT HOW TO ACHIEVE THIS WONDERFUL SCENARIO? WHY, THE EESYSOFT SUPPORT CENTER, OF COURSE!


The EesySoft Support Center is set up in such a way that we can make sure the right people get the right information at the right time.
Each item in the Support Center is connected to the page(s) in the LMS for which it is relevant. Each item is also assigned to the User Groups or Roles for which it is relevant. For example, information related to grading assignments can be assigned to users with an Instructor role. Giving that information to users with a student role would be unnecessary and tempting fate.


SO, HOW DOES IT LOOK ON THE RECEIVING END?


To a user, the Support Center icon appears in the bottom-right corner of the application.


*TIP Did you know, you can make the Support Center icon moveable. Just give us a call!
When opened, they are met with this easy-to-use menu.*



*TIP Did you know, you can change the color and add a logo to the Support Center. Just give us a call!*


We will compare the Support Center properties and how they affect what the user sees in more detail below.


SO WHERE CAN WE FIND IT AND WHAT’S IN IT?


We wouldn’t leave you high and dry…
So we have trawled through all of Blackboard’s Help resource, extracted all the juicy stuff, connected it to the relevant place and plugged it into the Support Center to get you started. This amazing Content is relevant for all versions of Blackboard so there is no need to do anything at all when you upgrade! We have also come up with a structure of topics for this Content.
We review these Support items regularly to ensure they are complete and up-to-date. When new updates for the Support Center become available, we will contact you with step-by-step instructions on how to update your Content.


The Support Center is set up and maintained in the EesyProducer.
Follow the steps below to access the Support Center setup.


1. Open up the EesyProducer and log into the relevant environment.



2. Navigate to Management / Support Center Setup. A new window will pop up displaying the Support Center structure and properties.


Each topic contains sub-topics, or Sub Segments and at each level, Help Items can be connected.


But don’t stop there! You can add your own Content to the Support Center to make it even better!


To find out how, go to Connect Content to the Support Center


Help Items that are specific to a Context can also be set to appear in the Support Center when a user is accessing Support from the Context to which the Help Item is connected.


If you wish a Help Item to appear in the Support Center without adding it in the Support Center Setup, the Help Item must have the Mode set to Normal and the Support Center Sub Segment must have the general property of Context sensitive help set to True.


REMOVE HELP ITEMS FOR LMS TOOLS NOT APPLICABLE TO YOUR INSTITUTION


The Support Center Content we provide covers all aspects of your LMS application. However, there may be Tools that your Institution doesn’t use. You can deselect certain Tools to remove their related Help Items from the Support Center.
Here’s how:


1. Open up the EesyProducer and log into the relevant environment.


2. Navigate to Management / Tool Categories.


3. Now, simply uncheck the Tools that are not applicable to your Institution and click on OK.


It is a good idea to check that the Help Items related to these Tools has been removed by reviewing the Support Center from the user side.


Deselecting a Tool Group will remove Help Items but will not affect the Support Center structure. The topic will still appear available although there will be no Help Items in it. To remove the topic from the Support Center, we recommend using a ‘soft’ delete.


THERE’S A LOT TO TAKE IN HERE, SO LET’S BREAK IT DOWN TO SEE HOW IT ALL TICKS.


The Support Center contains different sections which govern different aspects of structure and behaviour:

  • The Navigation Panel controls the structure of the topics available in the Support Center.
  • The Properties tab controls the Content available in each topic of the Support Center, how it is displayed and who has access to see it.
  • The Contact Options tab controls how a user can contact the right member of the Support Team.
  • The Contact Fields tab controls what information a user must provide when using a Contact Option.

Click on a topic to jump straight to it.


THE NAVIGATION PANEL


Here, you can view and edit the structure of the Support Center topics. You can expand the various topics to see their structure by clicking on the icon to the left of each folder.
Getting deja-vu? We have already seen these topics in action:


You can add topics:


Change the order that the topics appear:


And connect existing topics to additional Sub Segments:


If you don’t like our structure, you can create your very own Support Center structure:


You can also delete topics but we’d really rather you didn’t.


Instead, we recommend you use the Assigned to property to hide them from view.


CREATE A NEW SUB SEGMENT (SUPPORT CENTER TOPIC)


Follow the steps below to create a new Sub Segment.

1. Access the Support Center Setup through the EesyProducer and select the topic under which you wish to create your new Sub Segment.

2. Click on the " folder with a +" icon and fill in the general properties of your topic.


3. Now, simply click on the "Done" icon


4. Close and reopen the Support Center Setup window to save and update the Support Center structure.
You can now add Help Items to your new topic.


CHANGE THE ORDER OF TOPICS IN THE SUPPORT CENTER


Follow the steps below to move the position of Sub Segments.


1. Access the Support Center Setup through the EesyProducer and select the topic which you would like to move.

2. Use the "up and down arrows" in the toolbar to move the topic to the place you wish it to appear.


The order of the topics the user sees in the Support Center is derived from the order of your Support Center here. This is a great opportunity to put the answers to the most frequestly asked problems at the top of the list.


CONNECT AN EXISTING TOPIC TO AN ADDITIONAL SUB SEGMENT


Sometimes Help Items are useful under more than one topic. However, adding these Help Items manually in several places means it is difficult to effectively maintain your Content.


By connecting an existing topic to a Sub Segment, we can quickly add the information where we want it to be available


AND…


We only have to maintain the Content in one place – the original topic!


Follow the steps below to connect Sub Segments.


1. Access the Support Center Setup through the EesyProducer and select the destination Sub Segment for your existing topic.

2. Click on the "pin" icon in the toolbar. A window will open containing the Support Center structure.

3. Find and select the topic which you would like to pin, and click on the "Done" icon.


The pinned topic will appear selected in the Navigation Panel.


You will see that the only properties available for a pinned topic are Contact Fields. All other properties are maintained in the Sub Segment’s original location.


CREATE A BRAND NEW SUPPORT CENTER STRUCTURE


Before deciding to do this, please bear in mind that a custom Support Center must be maintained by you, the Institution. Any Support Center releases provided by EesySoft will not update custom structures. We would love to talk things through with you to make sure you get the best out of this functionality. Give us a call and we can give you a hand!


Follow the steps below to create a new Support Center Root node.


1. Access the Support Center Setup through the EesyProducer.

2. Click on the " / + folder" icon and fill in the general properties of your Support Center structure.


3. Now, simply click on "Done"


4. Close and reopen the Support Center Setup window to save and update the Support Center structure.


You can now add Sub Segments and Help Items to your new Root folder.


When your Support Center is ready to go, you will need to set the Root node Assigned to section to all users and remove all users in the Assigned to section of the EesySoft Support Center Root node. This will make our Support Center disappear and yours rise from the ashes!


THE PROPERTIES TAB


Each Sub Segment in the Support Center has a number of properties that need to be set in order for them to work the way that you want. When a Sub Segment is highlighted in the Navigation Panel, it’s properties can be seen and edited in the Properties tab.
The Properties tab defines everything to do with the look and available Content of the Support Center for the user.
Let’s take a look at the Support Center Root folder. This is where the information is set for the opening window of the Support Center:

GENERAL PROPERTIES


Each Sub Segment can be set up to appear differently. Let take a look at how and when the properties of Sub Segments appear for the user.


The impact of the fields related to titles on the user view of the Support Center can be seen in the image above.

Screen Shot 2019-01-15 at 15.51.15


Make it personal


You can now personalize the Support Center by typing into the Name Property of the Root node.


Let’s have a look at the impact of some of the other options:


Option Presentation


Support Center topics can be presented as buttons or listed in a dropdown menu:


Context Sensitive Help


You don’t have to add a Help Item to the Support Center for it to be available there. For this to happen, the following must be true:

  • Help Item is connected to a Context
  • Help Item has a Mode set to Normal
  • Support Center Sub Segment has Context sensitive help set to True
  • User accesses the Support Center topic from the Context to which the Help Item is connected

Let’s take a look at an example:

In this example, the Help Item named Welcome to the EesySoft Course has not been added to a Sub Segment in the Support Center Setup. It has a mode set to Normal and it is connected to the Course homepage. The Support Center has been accessed from the Course homepage to which this Help Item has been connected.


Number of initial items


If you have too many Help Items to list in one go, you can limit the number available in the Suggestions section of the Support Center:


Automatically select this option


We don’t recommend using this functionality If you have Help Items that are always relevant, you can set this option for the Sub Segment containing them to True. With this setting, they will always appear in the Suggestions section of the Support Center regardless of the page from which it is accessed.


Collapse Buttons


Set this option to True to remove the topics in a section once a topic has been selected.


HELP SUGGESTIONS


Each Sub Segment can contain as many Help Items as you like.


You can also remove Help Items that are no longer applicable. To do this, highlight the Help Item in question and click on the red "minus" icon.

The order of the Help Items in the Support Center Setup determines the order that they appear to the user in the Support Center. Change the order of your Help Items using the "up and down" buttons.


ENABLED CONTACT OPTION


If your users still can’t find the answer to their question, you can set up Contact Options for each topic, or Sub Segment so that they can contact your Support Team.

The Contact Options available for selection are defined in the Contact Options tab on the Root node of the Support Center.


Apply Contact Options to a specific Sub Segment by clicking on the "+"icon and selecting the option you wish to make available.



ASSIGNING SUPPsORT CENTER CONTENT


Each topic, or Sub Segment can be assigned to a relevant Role, User Group or Filter. If a Sub Segment is assigned to users with a Student role, only these users will see the topic in the Support Center.

To assign a User Group to a Sub Segment, click on the "+" icon and select the User Groups that you wish to have access to this topic.


The Assigned to selection of a Help Item overrides the Assigned to selection of a Support Center Sub Segment. For example, you can have Help Items for Instructors and Students in the same Sub Segment. If the Sub Segment is assigned to All and each Help Item is assigned to the relevant type of user, a student will only see those Help Items assigned to the Role Category Students and so on.


The ‘soft’ delete


We don’t recommend deleting items from the Support Center as this can make maintenance and updates troublesome. Imagine if you deleted all the information related to CollaborateUltra only to start using it next month. Instead, we can make Sub Segments ‘disappear’ using this Assigned to section.To remove a Sub Segment from view, click on the "-" icon to remove all User Groups from the Assigned to box.

Removing all User Groups and Roles from the Assigned to section of the Root node will inactivate the whole Support Center.


THE CONTACT OPTIONS TAB


When a user can’t find the information they need, they can contact your Support Team through Contact Options which are displayed at the bottom of the Support Center window. You can set up as many Contact Options as you like in order to automatically route these requests to the right member of the Support Team. For example, if your Support Team is split between Student users and Faculty, you can set up 2 emails and 2 different phone numbers for each.
This tab is only available when the Root node is highlighted.

When a user clicks on a Contact Option, they are prompted to enter some information about the reason for their call. This information can be defined in the Contact Fields tab.
Follow the steps below to create a new Contact Option.


1. Access the Support Center Setup through the EesyProducer.

2. Highlight the Root node and click on the Contact Options tab. To create a new Contact Option, click on the "+" icon. To edit an existing Contact Option, highlight it and click on the "pencil" icon.


You can set up Contact Options for different emails, phone numbers and chat functions.


When selecting the Contact Option of Phone, you can add an email address to receive information about the reason for the call as well as background information relating to the user and their technical specifications. The information received is defined in Contact Fields.


When selecting the Contact Option of Chat, you can set this as Internal to use your own integrated chat solution. For more information, please contact us. You can also connect it to a non-integrated Chat solution using the External selection option.


3. Enter a name for your Contact Option, add the relevant contact information and click on OK.

4. Each Contact Option can be assigned to specific User Groups, Roles or Filters. Highlight the Contact Option and click on the "2 person portrait" icon to select the relevant groups of users.


In this way, you are able to ensure that the right people in your Support Team get the right calls straightaway.


If a user is assigned to more than one Contact Option, they will be prompted to select which route their query is concerned with when completing the Contact Fields.


Our example of having a different Contact Option for Faculty could be set up something like this:

Once created on the Root node, these Contact Options are always available. Apply a Contact Option to a Sub Segment to provide additional routing for calls raised from within that topic.


THE CONTACT FIELDS TAB


We are all used to receiving support calls such as “I need help with my application”.


They are not at all helpful! So we have set things up so that when a user selects a Contact Option, they must provide some useful information regarding the reason for their call.


Contact Fields can be set on Root node and Sub Segment level. These Contact Fields are therefore applied at all times. Those set on a Sub Segment will only appear when a Contact Option is selected from within that topic.


We have set up some handy fields that are automatically populated already for you:


Primary Properties: General information about the user (name, email) and their location in the LMS (URL, Course)

Selected Categories: The topic from which the user is contacting the Support Team.


Course List: A list containing all of the courses in which the user is enrolled.


System Information: Information on the user’s browser, operating system, cookie settings and screen resolution.


Call Reference: Only applicable for Phone Contact Options, an automatically generated number for reference in phone support. In this way, even a phonecall comes with useful information!


When a user selects the email Contact Option, there are additional fields they must enter:

  • Subject: A single line field which is used as the subject for the outgoing email
  • Message: A multi-line field used to describe the issue
  • Attachments: An area where users can add files to the email


EDITING CONTACT FIELDS


Contact Fields are created and maintained in the EesyProducer. The default Contact Fields are set on the Root node. You can edit, delete and reorder them using the toolbar icons:


Additional Contact Fields can be set at the Root node or Sub Segment level.
The following Contact Fields are available to add:

  • Single Line Input: One line of text, which can be set as the email subject
  • Multi-line input: A text box, which supports longer text entries
  • Checkbox: Allows users to answer yes or no to a question
  • Dropdown: Allows user to select from multiple predefined options
  • Date: Allows user to select a specific date from a calendar and time if desired



Follow the steps below to create a new Contact Field.


1. Access the Support Center Setup through the EesyProducer.


2. Highlight the relevant Root node or Sub Segment and click on the Contact Fields tab. Click on the "+" icon and select the Contact Field type you wish to add.


3. Enter the relevant information for the Contact Field type that you have selected.


Email Field and Phone Field: Select these checkboxes to determine for which forms this Contact Field is relevant.
ID: Enter a relevant name or description for your Contact Field here. This field is saved in the back end of the application and is not seen by user.This field must not contain spaces.
Use as Subject: Only applicable for Single Line Entry, check this box to use this Contact Field as the subject of the Support email instead of the default Subject field.
Placeholder: Enter text here which will appear in the field as default. Use this to provide more information to the user about the type of information they should enter.
Label: This is the name of the field that the user will see in the form.


Validator: If you wish this Contact Field to be a required entry, select a validator option from the dropdown list. The options are NONE or HAS_TEXT / MUST_BE_CHECKED / HAS_DATE depending on the Contact Field type.
Validation failed text: If you have applied a Validator to your Contact Field, enter the message to display if a user doesn’t fulfill the validator set above. When the user attempts to send their request, this text will appear under the field.


Options: Only applicable for Dropdown, enter the items that should appear for selection in the dropdown list here by using the "+" icon.


Use Time of Day: Only applicable for Date, this option prompts a user to add a time as well as a date.


REPORTING ON SUPPORTING


It’s easy to see just how much of a difference the Support Center makes just from the reduction in calls over time. But to make the Support Center work even harder, you can review the success rate of specific Help Items as well as track who is using the Support Center, when and from which parts of the application.


To find out more, check out The Support Tab Report, The Proactive Support Report, The Knowledge Base Report, and The Assisted Support Report


NOW YOU NO LONGER HAVE TO BE REACTIVE
SO LET’S GET PROACTIVE!