Welcome To Our Customer Service Portal


The support center guide

Table of Contents

Step 1: Page settings and customization

             a. Changing the Look and Feel

Step 2: Categorize Your Knowledge Base

             a. Creating Labels 
             b. Categorizing Knowledge Base Answers with Labels
             c. Categorizing Multiple Labels Simultaneously

Step 3: Add the Support Page Seamlessly to Your Website

Step 4: Testing your support center

Additional reading: What is the SEO-Enabled Support Center?

 

1. Page Settings and Customization

For your customers: labels categorize and connect the content of articles to the search results for a better search experience.

For your use: labels allow you to create and order the structure of your support center’s home page and create a hierarchical structure. See below for instruction on how to create labels:

  1. Log in to https://my.Nanorep.com/.

  2. Navigate to Guided Journeys => Support Center, and go to the Content section:
     

  3. In the Navigation Labels section, you can select categories which will be displayed on your page as a navigational tool on your Support Center. Below is an example, reflecting the labels chosen in the image above.
     

  4. In the Homepage Labels section, you can select categories which will be displayed on your home page. Below is an example, reflecting the labels chosen in the image above.
     

  5. Once you have selected the labels you require, click Save Changes. The labels will now populate the specified areas in the Support Center.

Changing the Look and Feel

You can easily change the fonts, colors and other elements that make up the look and feel of your Support Center using simple HTML customization within the Nanorep HTML Editor, see below for instruction on customizing the look and feel of the support center:

1. Navigate to Guided Journeys => Support Center.

2. Click the Page Templates side tab to locate the HTML source. Edit the HTML code as required.
 

Step 2: Categorize Your Knowledge Base By Creating Topic Labels

Knowledge Base labels offer a variety of added functionality and ease to creating and maintaining your knowledge base, as well as structuring your Support Center. These Labels are actually categories that can be assigned to articles in order to ease the organization of your Support Center . They can be organized into hierarchies, which are reflected in how your Support Center is displayed, and can also be used to search for specific topics and related answers. 

A. Creating a label:

  1. Go to Knowledge Base => All Articles, and click the Label icon .
     

  2. In the drop down list displayed, you can see existing labels, and three links, including the Create Label link. Click this link.

    The Label Editor is displayed. In this window, you will name and customize the look of your label.

  3. In the Name field, give your Knowledge Base Label an appropriate name, and in the Label Color field, select a name for your label.

    Click Save to create the label. This label will now be displayed in the list of Knowledge Base Labels, and when assigned to an article, will be displayed next to it in All Articles list.
     

B. Categorizing Knowledge Base Answers Using Labels

Categorizing Knowledge Base answers means that you can easily organize your support page into groups of related topics for easy browsing by your customers. This ensures that your Agents can easily access to answers, ensuring that they provide the highest levels of customer service.

The following procedure explains how to categorize the knowledge base using labels. 

  1. Go to Knowledge => All Articles, and select the article to be categorized.

  2. Click the Label icon 

  3. A drop down list of existing labels is displayed. Click the required label to assign it to the article.

Optional: Making an Article Appear in More Than One Category

You also have the option to categorize an article with multiple labels, meaning that the article will then be displayed in several categories simultaneously.

  1. Select the required article (or articles) from the All Articles list.

  2. Click the Select multiple… link. The list is refreshed, displaying an Apply button:

  3. Select the labels you require, and click Apply.

Step 3: Add the Support Center seamlessly to your website

For technical preparations needed for implementing the support center please read here
Setting up the support center in  the console:

The following simple procedure describes how to install the Support Center on your company’s website.

  1. Log in to https://my.Nanorep.com/.

  2. Navigate to Guided Journeys => Support Center. 

    Note: You have already specified the labels and categories to be displayed (in the Content section) on your Support Center homepage, in Step 2 of this article, Page Settings and Customization..

  3. In the General Settings section:

    a. Enter the support page name in the Site Name field.
    b. Enter your homepage URL in the Main Site URL field – This page will host the support center. When the iframe opens without a parent, A redirection to this URL will occur. 

  4. In the Site Settings section, in the Support Page Domain field, enter the required URL address of your new support center which is the CNAME discussed before, or, if you like, we can designate a Nanorep address, and the score will  not be counted to your domain.

  5. Click Save Changes.

Important note: If you wish to add further Knowledge Bases to your account,  please contact your Nanorep Account Manager.

Adding more support page with same CNAME:

  1. In the Site Settings section, in the Support Centers from other knowledge bases field, go to the Choose Knowledge Base drop-down list.

  2. Select the required Knowledge Base from the list. A new field showing the URL is displayed (see below).
     

  3. You can edit the sub-domain of the knowledge base name if required.

    Note: The rest of the URL is non-editable.

Step 4: Testing your support center before implementing it in your web site.

For your convenience we supply a simulation environment to test your support page. Please use the following link: www.Nanorep.com/custo

Use the settings on the left side slide in panel, to set the iframe's URL and your sites URL to be displayed as a header.  

Additional reading:

Support Center Analytics

Refer to the multi-domain tracking guide for Google Analytics here.