odoo-forge-bundle 0.1.0

package/payload/skills/odoo18-docs/references/docs/applications/services/helpdesk/overview/help_center.md

@@ -0,0 +1,344 @@
+---
+title: "Help Center"
+source_url: "https://docs.odoo.sbggai.top/applications/services/helpdesk/overview/help_center.html"
+---
+
+===========
+# Help Center
+
+.. |plus| replace:: :icon:`fa-plus` :guilabel:`(plus)` icon
+
+Odoo **Helpdesk** integrates with the **Forums**, **eLearning**, and **Knowledge** apps to create
+the *Help Center*. The *Help Center* is a centralized location where teams and customers can search
+for and share detailed information about products and services.
+
+.. image:: help_center/help-center-enable-features.png
+   :alt: Overview of the settings page of a team emphasizing the Help Center features.
+
+# Configuration
+
+To activate any of the *Help Center* features on a *Helpdesk* team, go to :menuselection:`Helpdesk
+app --> Configuration --> Helpdesk Teams` and select a team, or create a :doc:`new one
+<../../helpdesk>`. Verify the :guilabel:`Visibility` of the team is set to :guilabel:`Invited portal
+users and all internal users (public)` in the :guilabel:`Visibility & Assignment` section.
+
+Additionally, the :guilabel:`Website Form` option on the **Helpdesk** team form **must** be enabled
+to activate any of the *Help Center* features. When one or more of the *Help Center* features is
+enabled, the :guilabel:`Website Form` is automatically enabled, as well.
+
+.. danger::
+   Since all of the *Help Center* features require integration with other applications, enabling any
+   of them may result in the installation of additional modules or applications.
+
+   Installing a new application on a *One-App-Free* database will trigger a 15-day trial. At the end
+   of the trial, if a [paid subscription ](https://www.odoo.com/pricing) has **not** been added to
+   the database, it will no longer be active or accessible.
+
+.. seealso::
+   :doc:`Helpdesk Overview <../../helpdesk>`
+
+# Knowledge
+
+Odoo's **Knowledge** application is a collaborative library, where users can store, edit, and share
+information. The **Knowledge** app can be used to publish user guides and :abbr:`FAQs (Frequently
+Asked Questions)` with customers externally, while also collaborating internally on shared
+documents.
+
+The **Knowledge** app is accessible throughout the database by clicking on the :guilabel:`Knowledge
+(bookmark)` icon.
+
+.. figure:: help_center/help-center-knowledge-bookmark-icon.png
+   :alt: View of a message in Helpdesk focusing on the Knowledge bookmark icon.
+
+   The Knowledge app is represented by the bookmark icon.
+
+## Enable Knowledge on a Helpdesk team
+
+To enable the **Knowledge** feature on a *Helpdesk* team, go to :menuselection:`Helpdesk app -->
+Configuration --> Helpdesk Teams` and select a team, or create a :doc:`new one <../../helpdesk>`.
+
+When a team has been selected or created, Odoo displays that team's detail form.
+
+On the team's detail form, scroll down to the :guilabel:`Help Center` section. Then, click the box
+next to :guilabel:`Knowledge` to activate the **Knowledge** feature. When clicked, a new field
+labeled, :guilabel:`Article` appears.
+
+Clicking the :guilabel:`Article` field reveals a drop-down menu. At first, there is only one option
+in the drop-down menu titled :guilabel:`Help`, which Odoo provides by default. Select
+:guilabel:`Help` from the drop-down menu to choose this article.
+
+> **tip**:
+>    To create a new article, go to the :menuselection:`Knowledge app`, then hover the cursor next to
+   the :guilabel:`Workspace` section heading, located in the left sidebar. Moving the cursor there
+   reveals a hidden |plus|.
+
+   Click the |plus| to create a new article in the :guilabel:`Workspace`. Click the
+   :icon:`fa-share-alt` :guilabel:`Share` icon, and slide the :guilabel:`Share to Web` toggle switch
+   until it reads :guilabel:`Article Published`. It can then be added to a **Helpdesk** team.
+
+Once an article has been created and assigned to a **Helpdesk** team, content can be added and
+organized through the **Knowledge** app.
+
+.. seealso::
+   :doc:`Editing Knowledge articles <../../../productivity/knowledge/articles_editing>`
+
+## Search articles from a Helpdesk ticket
+
+When members of a **Helpdesk** team are trying to solve a ticket, they can search through the
+content in the **Knowledge** app for more information on the issue.
+
+To search **Knowledge** articles, open a ticket — either from the **Helpdesk** app dashboard, or by
+going to :menuselection:`Helpdesk app --> Tickets --> All Tickets`, then select a ticket from the
+list.
+
+When a ticket is selected, Odoo reveals that ticket's detail form.
+
+Click the :guilabel:`Knowledge (bookmark)` icon, located at the top-right of the page, to open a
+pop-up search window.
+
+.. image:: help_center/help-center-knowledge-search.png
+   :alt: View of knowledge search window from a helpdesk ticket.
+
+> **tip**:
+>    **Knowledge** articles can also be searched by pressing :command:`Ctrl + K` to open the command
+   palette, then typing :kbd:`?`, followed by the name of the desired article.
+
+When Odoo reveals the desired article, click it, or highlight the :guilabel:`Article` title, and
+press :command:`Enter`. This will open the article in the :guilabel:`Knowledge` application.
+
+To open the article in a new tab, press :command:`Ctrl + Enter`.
+
+> **tip**:
+>    If a more in-depth search is required, press :command:`Alt + B`. That reveals a separate page, in
+   which a more detailed search can occur.
+
+### Share an article to the Help Center
+
+To make a **Knowledge** article available to customers and website visitors, it **must** be
+published.
+
+> **important**:
+>    Even though the *Help* article has been enabled on a team, Odoo does **not** share all the nested
+   articles to the web. Individual articles intended for customers **must** be published for them to
+   be viewable on the website.
+
+To publish an article, navigate to the desired article, by following the above steps, and click the
+:icon:`fa-share-alt` :guilabel:`Share` icon. This reveals a menu. Slide the toggle button labeled
+:guilabel:`Share to Web` to read :guilabel:`Article Published`.
+
+.. image:: help_center/help-center-knowledge-sharing.png
+   :alt: View of a knowledge article focused on sharing and publishing options.
+
+## Solve tickets with a clipboard box
+
+*Clipboard* boxes can be added to **Knowledge** articles to allow content to be reused, copied, sent
+as messages, or added to the description on a ticket. This allows teams to maintain consistency when
+answering customer tickets, and minimize the amount of time spent on responding to repeat questions.
+
+### Add clipboard boxes to articles
+
+To create a clipboard box, go to :menuselection:`Knowledge app --> Help`. Click on an existing
+nested article or create a new one by clicking the |plus| next to *Help*.
+
+Type :kbd:`/` to open the *powerbox*, and view a drop-down list of :doc:`commands
+<../../../productivity/knowledge/articles_editing>`. Select or type :kbd:`clipboard`. A gray block
+is then added to the page. Add any necessary content to this block.
+
+.. image:: help_center/help-center-knowledge-clipboard-options.png
+   :alt: View of a clipboard in knowledge with focus on send and copy options.
+
+> **note**:
+>    Clipboard boxes only display the :guilabel:`Use as description` or :guilabel:`Send as Message`
+   options if they are accessed directly from the **Helpdesk**.
+
+### Use clipboard boxes in tickets
+
+Clipboard boxes can be used to respond directly to a **Helpdesk** ticket as a message, or to add
+information to the ticket's description.
+
+To use clipboard boxes in a **Helpdesk** ticket, first, open a ticket, either from the
+:guilabel:`Helpdesk` dashboard or by going to :menuselection:`Helpdesk app --> Tickets --> All
+Tickets` and selecting a ticket from the list.
+
+Click on the :guilabel:`Knowledge (bookmark)` icon in the top-right corner. This opens a search
+window. In this search window, select, or search, for the desired article. Doing so reveals that
+article page in the Odoo **Knowledge** application.
+
+To use a clipboard box to respond to a ticket, click :guilabel:`Send as message` in the upper-right
+corner of the clipboard box, located in the body of the article.
+
+Doing so opens a :guilabel:`Compose Email` pop-up window. In this window, select the recipients,
+make any necessary additions or edits to the clipboard content, then click :guilabel:`Send`.
+
+> **tip**:
+>    To use a clipboard box to add information to a ticket's description, click :guilabel:`Use as
+   description` in the upper-right corner of the clipboard box, located in the body of the article.
+   Doing so does **not** replace the existing text in a ticket's description. The content from the
+   clipboard box is added as additional text.
+
+.. _helpdesk/forum:
+
+# Community Forum
+
+A *Community Forum* provides a space for customers to answer each other's questions and share
+information. By integrating a forum with a **Helpdesk** team, tickets submitted by customers can be
+converted to posts and shared.
+
+## Enable forums on a Helpdesk team
+
+To enable :guilabel:`Community Forums` on a **Helpdesk** team, start by navigating to
+:menuselection:`Helpdesk app --> Configuration --> Helpdesk Teams` and select a team, or create a
+:doc:`new one <../../helpdesk>`.
+
+Selecting or creating a team reveals that team's detail form. Scroll down to the :guilabel:`Help
+Center` section of features, and enable :guilabel:`Community Forum`, by checking the box beside it.
+
+When activated, a new field labeled :guilabel:`Forums` appears beneath.
+
+Click the empty :guilabel:`Forums` field to reveal a drop-down menu. By default, there is only one
+option to begin with, labeled :guilabel:`Help`. That is the option Odoo automatically created when
+the :guilabel:`Community Forums` feature was enabled. Select :guilabel:`Help` from the drop-down
+menu to enable that forum.
+
+To create a new forum, type a name into the blank :guilabel:`Forums` field, then click the
+:guilabel:`Create and Edit` option. Multiple forums can be selected in this field.
+
+.. seealso::
+   :doc:`Forum documentation <../../../websites/forum>`
+
+## Create a forum post from a Helpdesk ticket
+
+When a **Helpdesk** team has a *Forum* enabled, tickets submitted to that team can be converted to
+forum posts.
+
+To do that, select a ticket, either from a team's pipeline or from :menuselection:`Tickets --> All
+Tickets` in the :guilabel:`Helpdesk` application.
+
+At the top of the ticket detail form, click the :guilabel:`Share on Forum` button.
+
+.. image:: help_center/help-center-share-on-forum.png
+   :alt: Overview of the Forums page of a website to show the available ones in Odoo Helpdesk.
+
+When clicked, a pop-up window appears. Here, the :guilabel:`Forum` post and :guilabel:`Title` can be
+edited to correct any typos, or modified to remove any proprietary or client information.
+
+:guilabel:`Tags` can also be added to help organize the post in the forum, making it easier for
+users to locate during a search. When all adjustments have been made, click :guilabel:`Create and
+View Post`.
+
+## Create a Helpdesk ticket from a forum post
+
+Forum posts submitted by portal users can be converted to **Helpdesk** tickets.
+
+To create a ticket, navigate to a forum post, and click the :icon:`fa-ellipsis-h`
+:guilabel:`(ellipsis)` icon. Then, click :guilabel:`Create Ticket`.
+
+.. image:: help_center/help-center-create-ticket.png
+   :alt: A forum post with the create ticket option visible.
+
+This opens a :guilabel:`Create Ticket` pop-up. Make any necessary edits to the :guilabel:`Create
+Ticket` field. Then, confirm the :guilabel:`Helpdesk Team` the ticket should be assigned to.
+
+Click :guilabel:`Create & View Ticket` or :guilabel:`Create Ticket`.
+
+> **note**:
+>    The original forum post is linked in the chatter on the new ticket.
+
+# eLearning
+
+Odoo **eLearning** courses offer customers additional training and content in the form of videos,
+presentations, and certifications/quizzes. Providing additional training enables customers to work
+through issues and find solutions on their own. They can also develop a deeper understanding of the
+services and products they are using.
+
+## Enable eLearning courses on a Helpdesk team
+
+To enable **eLearning** courses on a **Helpdesk** team, go to :menuselection:`Helpdesk app -->
+Configuration --> Helpdesk Teams` and select a team, or create a :doc:`new one <../../helpdesk>`.
+
+On the team's settings page, scroll to the :guilabel:`Help Center` section, and check the box next
+to :guilabel:`eLearning`. A new field appears below, labeled :guilabel:`Courses`.
+
+Click the empty field next to :guilabel:`Courses` beneath the :guilabel:`eLearning` feature to
+reveal a drop-down menu. Select an available course from the drop-down menu, or type a title into
+the field, and click :guilabel:`Create and edit` to create a new course from this page. Multiple
+courses can be assigned to a single team.
+
+## Create an eLearning course
+
+A new **eLearning** course can be created from the :guilabel:`Helpdesk` team's settings page, as in
+the step above, or from the **eLearning** app.
+
+To create a course directly through the **eLearning** application, navigate to
+:menuselection:`eLearning --> New`. This reveals a blank course template that can be customized and
+modified as needed.
+
+On the course template page, add a :guilabel:`Course Title`, and below that, :guilabel:`Tags`.
+
+Click on the :guilabel:`Options` tab.
+
+Under :guilabel:`Access Rights`, select which users are able to view and enroll in the course.
+
+The :guilabel:`Show Course To` field defines who can access the courses. The :guilabel:`Enroll
+Policy` field specifies how they can register for the course.
+
+Under :guilabel:`Display`, choose the preferred course :guilabel:`Type`.
+
+### Add content to an eLearning course
+
+To add content to a course, click the :guilabel:`Content` tab and select :guilabel:`Add Content`.
+Choose the :guilabel:`Content Type` from the drop-down menu and upload the file, or paste the link,
+where instructed. Click :guilabel:`Save` when finished. Click :guilabel:`Add Section` to organize
+the course in sections.
+
+.. image:: help_center/help-center-elearning-course-contents-page.png
+   :alt: View of a course being published for Odoo Helpdesk.
+
+> **note**:
+>    In order to add a certification to a course, go to :menuselection:`eLearning --> Configuration
+   --> Settings`, check the box labeled :guilabel:`Certifications`, and :guilabel:`Save` to activate
+   the setting.
+
+.. seealso::
+   [Odoo Tutorials: eLearning ](https://www.odoo.com/slides/elearning-56)
+
+## Publish an eLearning course
+
+To allow customers to enroll in a course, both the course and the contents **must** be published.
+
+> **tip**:
+>    If the course is published, but the contents of the course are **not** published, customers can
+   enroll in the course on the website, but they are **not** able to view any of the course content.
+   Knowing this, it may be beneficial to publish the course first, if the course contents are
+   intended to be released over time, such as classes with a weekly schedule.
+
+To make the entire course available at once, each piece of course content must be published first,
+then the course can be published.
+
+To publish a course, choose a course from the **eLearning** dashboard. On the course template page,
+click the :guilabel:`Go to Website` smart button.
+
+This will reveal the front end of the course's web page. At the top of the course web page, move
+the :guilabel:`Unpublished` toggle switch to :guilabel:`Published`.
+
+### Publish eLearning course contents from the back-end
+
+To publish **eLearning** course content from the back-end, choose a course from the **eLearning**
+dashboard. On the course template page, click the :guilabel:`Published Contents` smart button.
+
+Doing so reveals a separate page displaying all the published content related to that course. Remove
+the default :guilabel:`Published` filter from the search bar in the upper-right corner, to reveal
+all the content related to the course - even the non-published content.
+
+Click the :icon:`oi-view-list` :guilabel:`(list)` icon to switch to list view.
+
+While in list view, there is a checkbox on the far-left of the screen, above the listed courses, to
+the left of the :guilabel:`Title` column title. When that checkbox is clicked, all the course
+contents are selected at once.
+
+With all the course content selected, click any of the boxes in the :guilabel:`Is Published` column.
+This reveals a pop-up window, asking for confirmation that all selected records are intended to be
+published. Click :guilabel:`Confirm` to automatically publish all course content.
+
+.. image:: help_center/help-center-elearning-publish-back-end.png
+   :alt: View of a course contents being published in Odoo Helpdesk back-end.

package/payload/skills/odoo18-docs/references/docs/applications/services/helpdesk/overview/ratings.md

@@ -0,0 +1,116 @@
+---
+title: "Customer ratings"
+source_url: "https://docs.odoo.sbggai.top/applications/services/helpdesk/overview/ratings.html"
+---
+
+================
+# Customer ratings
+
+Asking customers to rate the support they received from a *Helpdesk* team provides an opportunity to
+gauge team performance and track customer satisfaction. Ratings can be published on the portal,
+providing customers with a general overview of the team's performance.
+
+.. _helpdesk/enable-ratings:
+
+# Enable customer ratings on Helpdesk teams
+
+To enable *customer ratings* on a helpdesk team, navigate to :menuselection:`Helpdesk app -->
+Configuration --> Helpdesk Teams`. Select a team from the list and click on it to open the settings
+page. Scroll to the :guilabel:`Performance` section, and tick the :guilabel:`Customer Ratings`
+checkbox.
+
+.. image:: ratings/ratings-enable.png
+   :align: center
+   :alt: Overview of the settings page of a helpdesk team emphasizing the rating on ticket feature
+         in Odoo Helpdesk.
+
+# Set a ratings request email template on a stage
+
+To automatically request ratings from customers once their tickets have closed, an email template
+should be added to the appropriate stage.
+
+After the :guilabel:`Customer Ratings` :ref:`setting has been enabled <helpdesk/enable-ratings>` on
+the team's settings page, click the :guilabel:`Set an Email Template on Stages` link. Select a stage
+from the list, or click :guilabel:`New` to create a new stage.
+
+> **important**:
+>    Customers should only be asked to rate tickets once an issue has been resolved and their ticket
+   is *closed*. Therefore, a *ratings request* email should **only** be added to a stage that is
+   folded in the Kanban, as tickets in a *folded stage* are considered closed.
+
+On the stage's settings page, select the template, `Helpdesk: Ticket Rating Request` in the
+:guilabel:`Email Template` field. This template has been preconfigured with ratings customers can
+use to provide feedback. To view the template, click the arrow button to the right of the field.
+
+After the template is added to the stage, it automatically sends a message when a ticket is moved to
+that stage. Customers are then asked to rate the support they received with colored icons.
+
+ - *Green smiling face* - Satisfied
+ - *Yellow neutral face* - Okay
+ - *Red frowning face* - Dissatisfied
+
+After selecting a rating, customers are taken to a webpage where they can provide specific written
+feedback to support their rating. The rating is then submitted, and the rating, as well as any
+additional comments, are added to the chatter on the ticket.
+
+> **tip**:
+>    Customer ratings can also be viewed through the :guilabel:`Customer Ratings` report. To view
+   this report, go to :menuselection:`Helpdesk app --> Reporting --> Customer Ratings`.
+
+.. seealso::
+   :doc:`../../../general/companies/email_template`
+
+# Publish ratings on the customer portal
+
+After enabling the :guilabel:`Customer Ratings` setting, an option to publish ratings on the team's
+website appears. Enabling this setting provides portal users with an overview of the ratings the
+team has received over the last thirty days. Specific written feedback will not be included; only
+statistics of the team's performance will be visible.
+
+> **important**:
+>    To display ratings on the customer portal, a team **must** have their visibility setting set to
+   :guilabel:`Invited portal users and all internal users (public)`. To enable this setting,
+   navigate to :menuselection:`Helpdesk app --> Configuration --> Helpdesk Teams`. Select a team
+   from the list and click on it to open the settings page. Scroll to the :guilabel:`Visibility &
+   Assignment` section, and tick the :guilabel:`Invited portal users and all internal users
+   (public)` checkbox.
+
+Next, to publish the ratings, go to :menuselection:`Helpdesk app--> Configuration --> Helpdesk
+Teams` and select a team. Scroll to :guilabel:`Performance` and tick the checkbox for
+:guilabel:`Publish this team's ratings on your website`.
+
+To view the ratings for a team, a customer will log into the portal and navigate to one of their
+tickets. After clicking on the team name in the :guilabel:`Managed By` field, they will be directed
+to a page with the team's ratings over the past thirty days.
+
+.. image:: ratings/ratings-portal-overview.png
+   :align: center
+   :alt: View of the ratings performance overview from the customer portal.
+
+.. seealso::
+   :doc:`Portal access <../../../general/users/portal>`
+
+## Manually hide individual ratings
+
+Individual ratings can be manually hidden from the portal. This allows for specific ratings to be
+kept out of the performance metrics shared with customers.
+
+To make a rating visible only to internal users, navigate to the page for a rating. This can be done
+in one of the following ways:
+
+   - Go to :menuselection:`Helpdesk app --> Reporting --> Customer Ratings` and click on one of the
+     Kanban cards for an individual rating.
+   - Navigate to :menuselection:`Helpdesk app--> Tickets --> All Tickets` and remove the
+     :guilabel:`Open` filter from the search bar. Then filter by :guilabel:`Satisfied`,
+     :guilabel:`Okay` and/or :guilabel:`Dissatisfied`. Select a ticket from the results. Click the
+     :guilabel:`Rating` smart button.
+
+Once on the rating details page, check the :guilabel:`Visible Internally Only` box.
+
+.. image:: ratings/ratings-keep-internal.png
+   :align: center
+   :alt: View of the ratings performance overview from the customer portal.
+
+.. seealso::
+   - :doc:`../advanced/close_tickets`
+   - :doc:`reports`