The Find Answers and Ask a Question tabs of iService provide a web interface where customers can ask questions and search for answers within an integrated knowledge base. These questions and answers are associated with a topic that is unique to each Segment. Since a Tenant may have multiple segments, it is sometimes desired to combine the various segments into a single self service site. An unlimited number of self service websites can be defined within the Websites tab.

 

These websites can also be separately branded by using a different CSS file for each website. And with custom forms, the full user interface that both agents and customers see can be further customized by selecting alternate forms in the Site Forms panel.

 

The websites tab consists of three panels for each website: Site Contents, Site Forms, and Other Site Configuration. They are used to create custom configurations tied to a specific URL / domain. The configurations can be used to support different branding for segments, or to support different user interfaces for agents that are optimized for their business processes.

 

 

 

1 - Website Name Panel

The Website Name panel provides a listing of all websites that have been defined. Selecting a site from the list updates the lower panel where its details can be edited.

 

2 - Name – This is the name of the website as displayed in the list.

Site Contents Fields

3 - Domains – The domain represents the URL at which the website can be accessed. You can add domains by typing them into the text box to the right and clicking the <<Add button. To remove a domain, highlight it in the list and click Remove Domains.

4 - CSS Override URL – A cascading style sheet (CSS) is used to define the format of the iService website used by agents and contacts. Most of the look and feel of the iService web site can be controlled via CSS (Cascading Style Sheet). The standard style sheet can be modified by a customized CSS. Once a custom style sheet is created it must be saved in a location where it can be loaded by your website. Enter the full URL string for the customized style sheet in the CSS Override URL text box.

5 - Also Include Standard CSS – The “Also Include Standard CSS” checkbox will cause the standard CSS to be used for all values that are not referenced within the custom CSS. The recommended approach is to begin with a copy of the standard iService style sheet (css/iservice.css) and remove all entries other than those that will be customized.

6 - Anti-Spam Policy URL – If you enter a URL in this box, it will display a link to this page on the bottom of each iService page with the text "Anti-Spam Policy". Clicking this link will load the page specified, which should provide a description of your policy for ensuring your iService tenant is not used to deliver unsolicited email.

7 - Segments – The segments included within the website are selected from the Segments list. Multiple websites can be created with various combinations of segments. Note – There will be no topics in the Find Answers tab or topics the Ask a Question tab unless the website includes at least one standard segment. Also, at least one of the topics in the segment must have Public Visibility to appear.

Site Forms Fields

8 - Site Forms Fields – The iService web interface has default tabs for navigating through customer information, answering questions, viewing find answers knowledge base articles, and other core functions. Each of these tabs has a default page, but those pages can be replaced by new forms or modified be selecting various options. You can create different user interfaces for users by creating new websites that have different site forms configured for these pages. To learn more about Site Forms, read the Site Forms chapter.

Other Site Configuration Fields

9 - Password Reset: Outbound Mailbox and Notification Template – When a user of the iService Website requests their password, it is sent using the mailbox selected from this list. Mailboxes are created and maintained from the Segments > Mailboxes tab.  When a user of the iService Website requests their password, it is sent using the auto response notification selected from this list. Auto response notifications are created and maintained from the Segments > Auto Responses tab. Only auto responses that are marked as password reset will be displayed in this drop down.

 

10 - Web App Auto Response URL Variables – When variables are inserted into your auto response template, a URL must be generated (e.g., the Forward External variable that creates a link for answering a question).  You must specify the URL to be used in this section, which is typically the domain followed by the URL text shown above.