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Creating a linked article tree for multi-level answers

Overview

 

A linked article tree for multi-level answers will help your customer obtain the information they need in a more specific and accurate manner. The aim of the linked article tree mechanism is to narrow down the specifics of the situation until the customer has received a completely satisfactory answer, feels that they have been well looked-after, and that their issue was handled with individualized attention and care.

The linked article tree mechanism enables the customer to narrow down the options with regard to the answer they seek, obtain a clear and accurate response, and potentially at least, resolve the issue without having to escalate it by contacting an agent.

This kind of article tree serves a specific purpose when customers ask technical or troubleshooting questions. Customers ask their initial question and are presented with a list of options. The direction the article tree will take, and the eventual answer, are both dependent upon the chosen option, and subsequent selected answers.

Here is an example of an article that is linked to multiple articles:

 

All article trees are searchable from within any Knowledge Base article, with the linked articles displayed. All Article Trees that exist within your knowledge base have their own location in the tabs within the Knowledge Base dashboard:

When you create an article tree, the relevant connected articles display the “Linked” label within your Knowledge Base.

Creating an Linked Article Tree

When creating a linked article tree, you must first create a series of answer chains, each of which is dependent on a previously supplied answer. You must then create separate articles for each sub answer in each answer chain. Finally you must link the answers.

Below are the procedures that describe how to create a linked article tree. 

Creating answer chains

1. Create an article for the initial query. This should consist of the title, which represents the initial query, and a series of answer options. Each of these options will be a separate answer chain.

For example (see also the image below):

Title: My mobile phone is not working.

Answer: What kind of mobile phone do you have?

A. iPhone

B. Android

Each of the above answers is linked to the next answer in the chain. Note: You must create the answers first, and then you can create the interdependent links that will create the linked article tree.

2. Create the subsequent answers in the chain for each of the previous answers. Continuing the above example:

Title: What model iPhone do you have?

Answers:

A. iPhone 7+ / iPhone 7

B. iPhone 6+ / iPhone 6

C. iPhone 5 / iPhone 5S

Title: What model of Android phone do you have? (Shown in the below image.)

Answers:

A. Samsung

B. Sony Ericsson

C. HTC

3. Again, for each of the above answers, you must in turn configure an accurate selection of responses, and for the subsequent answers, and so on. Continuing the above example, when clicking "A. Samsung", the next answer displayed might look something like this:

When clicking "B. Sony Ericsson", the answer would look something like this:

In the case of this example, once the manufacturer and model of the phone had been established, various FAQ could be employed, according to the specific model and known issues. 

Now you have created the answer chains that form the basis of your linked article tree, you need to link them.

Linking Articles

1. From within the article to which you want to link, select the text to become the hyperlink.

2. Click the link button in the tool bar:

3. The Link dialog is displayed. Click the Link Type drop-down list, and select Nanorep Answer.

 

4. In the Select an Answer field, enter the article title to which you want to link: 

 

Note: You may see several questions with similar keywords.

5. Scroll to the required Nanorep Answer, click it to select it and click OK.

The answer in the original article should now display as a hyperlink, and the linked article is listed in the Article Tree box in the side margin.