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Portal Community User Guide Fall 2008 Release
Portal Community User Guide Fall 2008 Release

Portal Community User Guide

Fall 2008 Release

Helpstream Software 2001 Landings Drive, Building L Mountain View, CA 94043 Phone: 650-605-6800

Fall 2008 Product Version: Fall 2008 Release Document Version: 3.3d

Copyright

© Copyright 2008 Helpstream, Inc. All rights reserved.

Helpstream, Pathbuilder ®, and Pathrunner® are either registered trademarks or trademarks of Helpstream, Inc. All other trademarks are the property of their respective holders.

Use of any Helpstream product is governed by the license agreement included in your original contract. Any source code is a confidential trade secret of Helpstream, Inc. You may not attempt to decipher, decompile, or develop source code for any Helpstream product or offering, or knowingly allow others to do so.

Helpstream documentation may not be sublicensed and may not be transferred without prior written consent of Helpstream. Your right to copy this guide is limited by copyright law. Making copies, adaptations, or compilation works without prior written consent of Helpstream is prohibited by law. No part of this manual may be reproduced in whole or in part without the express written consent of Helpstream.

Helpstream provides this publication “as is” without warranty either express or implied, including but not limited to the implied warranties of merchantability or fitness for a particular purpose. Helpstream may revise this publication from time to time without notice. Some states or jurisdictions do not allow disclaimer of express or implied warranties in certain transactions, therefore, this statement may not apply to you.

This software is provided “AS IS”. The copyright holders disclaim all warranties, either express or implied, including but not limited to implied warranties of merchantability and fitness for a particular purpose, with respect to this code and accompanying documentation.

Third Party Software

The program contains certain open source and other free download components for which the third party licensors provide additional terms and conditions and/or require additional notices. These are provided below.

Hibernate is a high performance object/relational persistence and query service for Java. Copyright © 2002-2006 JBoss Inc.

iText, a free JAVA-PDF library. The Initial Developer of the original code is Bruno Lowagie. Portions created by the initial developer are Copyright © 1999, 2000, 2001, 2002 by Bruno Lowagie. All Rights Reserved. Co-Developer of the code is Paulo Soares. Portions created by the co-developer are Copyright © 2000, 2001, 2002 by Paulo Soares. All Rights Reserved.

JasperReports is a free Java report-generating library. Copyright © 2001-2006 JasperSoft Corporation (http:// www.jaspersoft.com).

jcifs smb client library in Java. Copyright (C) 2004 Michael B. Allen jcifs@samba.org

JCommon is a free general purpose class library for the Java(tm) platform. Copyright © 2000-2006, by Object Refinery Limited and Contributors.

JFreeChart is a free chart library for the Java(tm) platform. Copyright © 2000-2006, by Object Refinery Limited and Contributors.

JUG Java Uuid Generator. Copyright © 2002-2004 Tatu Saloranta, tatu.saloranta@iki.fi

MySQL JDBC connector and MySQL Connector/J (3.1.8a)

Open source JDBC 3.0 Type 4 driver for Microsoft SQL Server (6.5, 7.0, 2000 and 2006) and Sybase. Copyright © 2004 The jTDS Project.

Sentry Spelling-Checker Engine is a spelling checker. Copyright © 1994-2003 Wintertree Software Inc.

This library is free software; you can redistribute it and/or modify it under the terms of the GNU Lesser General Public License as published by the Free Software Foundation; either version 2.1 of the License, or (at your option) any later version.

This library is distributed in the hope that it will be useful, but WITHOUT ANY WARRANTY; without even the implied warranty of MERCHANTABILITY or FITNESS FOR A PARTICULAR PURPOSES. See the GNU Lesser General Public License for more details.

You should have received a copy of the GNU Lesser General Public License along with this library; if not, write to the Free Software Foundation, Inc., 59 Temple Place, Suite 330, Boston, MA 02111-1307, USA.”

Helpstream, Inc. hereby disclaims all copyright interest in the libraries written by the authors mentioned in this copyright.

Apache Software Foundation:

Axis, Xerces, Ant, POI, Log4J, and Tomcat Copyright © 2006 Helpstream, Inc. The Program includes software developed by the Apache Software Foundation (www.apache.org). Licensed under the Apache License, Version 2.0 (the “License”); you may not use this file except in compliance with the License. You may obtain a copy of the License at http://www.apache.org/licenses/LICENSE-2.0 Unless required by applicable law or agreed to in writing, software distributed under the License is distributed on an “AS IS” BASIS, WITHOUT WARRANTIES OR CONDITIONS OF ANY KIND, either express or implied. See the License for the specific language governing permissions and limitations under the License.

Cloudscape, Copyright © Helpstream, Inc. 2006 Portions of this code are derived from an IBM Program. Copyright © IBM Corp. 1997-2004. All rights reserved.

Runtime Modules of DB2 Universal Database JDBC Type-4 Driver. Copyright © IBM Corporation 2003, All Rights Reserved The following files or modules may not be 1) used for any purpose other than to enable the application, 2) copied (except for backup purposes), 3) further distributed, or 4) reverse assembled, reverse compiled, or otherwise translated: db2jcc.jar, db2jcc_license_cu.jar, sqlj.zip, db2jcc_javax.jar

Sun Microsystems Software:

Java 2 Runtime Environment The Program includes software developed by Sun Microsystems. Copyright © 2004 Sun Microsystems, Inc., 4150

Network Circle, Santa Clara, California 95054, U.S.A. All rights reserved

trademarks of Sun The Sun Microsoft software includes code licensed from RSA Security, Inc.

Java is a trademark or registered

The Legion Of The Bouncy Castle Copyright © 2000-2006 (http://www.bouncycastle.org) Permission is hereby granted, free of charge, to any person obtaining a copy of this software and associated documentation files (the “Software”), to deal in the Software without restriction, including without limitation the rights to use, copy, modify, merge, publish, distribute, sublicense, and/or sell copies of the Software, and to permit persons to whom the Software is furnished to do so, subject to the following conditions: The above copyright notice and this permission notice shall be included in all copies or substantial portions of the Software. THE SOFTWARE IS PROVIDED “AS IS”, WITHOUT WARRANTY OF ANY KIND, EXPRESS OR IMPLIED, INCLUDING BUT NOT LIMITED TO THE WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE AND NONINFRINGEMENT. IN NO EVENT SHALL THE AUTHORS OR COPYRIGHT HOLDERS BE LIABLE FOR ANY CLAIM, DAMAGES OR OTHER LIABILITY, WHETHER IN AN ACTION OF CONTRACT, TORT OR OTHERWISE, ARISING FROM, OUT OF OR IN CONNECTION WITH THE SOFTWARE OR THE USE OR OTHER DEALINGS IN THE SOFTWARE.

Table of Contents

Chapter 1: Get Started with the Portal

1

Use the Public Portal Get Your Portal Login

1

2

Log In to the Portal

4

Are You Asked to Authorize Your Computer?

5

Log In with your Salesforce ID Log In via Your Google Account

5

6

Tour the Portal Home Page

7

 

Manage Your Personal Profile Your Community Reputation

8

10

 

Subscribe to Announcements

12

Troubleshoot Email Notifications

13

 

View All Portal Help Topics

14

 

Chapter 2: Browse and Subscribe

15

Browse Portal Resources

15

Types of Portal Content

16

Subscribe to New Content and Updates

17

Subscribe to Email Notifications

18

Subscribe to an RSS Feed

18

View and Remove Email Subscriptions

20

What’s Recent, Popular or Current

20

Chapter 3: Search the Portal

23

Search the Entire Portal

23

Search within a Category

24

Browse Web Results

25

Find Results by Date or Person

25

Full Text Search Tips

27

Chapter 4: View and Post Community Topics

31

About Community Topics

View a Topic Thread

Post a Reply

Update or Delete Your Reply

Vote on a Topic

Submit a New Topic

Manage a Topic You Submitted

31

31

33

34

34

37

38

Manage All Your Community Posts

40

Chapter 5: Browser Configuration and Restrictions

Supported Browsers

Recommended Browser Configuration

Storage Space Restrictions

41

41

42

Index

43

41

Chapter 1

Get Started with the Portal

Chapter 1

Use the Public Portal

If your organization has set up a public Portal, you can search and browse public solutions and resources as a Guest User, without having to log in. These resources can include articles such as checklists and FAQs, as well as community questions, ideas, or other topics.

As a Guest User you can:

• “Search the Portal” on page 23

• “Browse Portal Resources” on page 15

• “Submit a Case by Email” on page 17 (if this is enabled for your Portal)

To get here: From a standard Web browser, go to the URL for your service (looks like https://pwxxxxxxxx.helpstream.biz where the X’s uniquely identify your service). Bookmark this page in your browser so it’s easy to return to, later.

You must instead log in to the Portal to:

• View your organization’s private articles and community topics

• Submit a support case

• Use an Interactive Checklist in Tracking mode

• Contribute articles, post to community topics, or vote on topics

• Subscribe to be notified of new articles or posts

• Access your personal support items (cases, active checklists, email subscriptions, and so on)

Get Your Portal Login

If your organization provides you with login access to the Self Service Portal, you’ll either receive a Welcome email saying how to create your password and log in. Or you might need to get your login, yourself.

I Received a Welcome Email

1. Click the link in the email to go to the Portal license agreement, and accept the agreement.

to the Portal license agreement, and accept the agreement. 2. Create your passwo rd. Also, note

2. Create your password. Also, note the Login URL to your service, which is where you go to log in to the Portal.

service, which is where you go to log in to the Portal. 3. Click the Save

3. Click the Save and Log In button to go to this page now and log in. Bookmark this page so you can easily return to it later.

I Need to Get my Own Login

If you don’t receive a Welcome email, your organization might expect you to sign up for service and get your login, yourself:

1. Go to the Portal Log In page - either its main signup page (https:// ondemand.helpstream.biz) or the URL for your service (looks like https:// pwxxxxxxxx.helpstream.biz where the X’s uniquely identify your service):

2. Depending on where you land, click the Get a login now button

2. Depending on where you land, click the Get a login now button or this Request

or this Request to join link:

3. If prompted, enter the email address of a Support agent at your organization, (get

3.

If

prompted, enter the email address of a Support agent at your organization,

(get the address from your Portal Administrator). Then click Search.

from your Portal Administrator). Then click Search . One or more Portal services shoul d appear

One or more Portal services should appear in a list below. Click the Request to join button for your organization’s service:

Request to join button for your organization’s service: 4. Enter your First and Last name as

4.

Enter your First and Last name as you want it to appear to agents when you submit support cases. Optionally enter a different Display Name to be used for your community posts. Enter a valid Email address where you receive mail. Click Submit when you’re done.

Important: This email address will be your login name for logging in to the

Portal. It must be an address where you receive mail, and belong to a domain approved by your Administrator (such as your company address, rather than

a personal address). As you use the Portal, notifications are sent to this

address informing you of any new status on support cases you’ve submitted and other events that occur in the Portal.

submitted and other events that occur in the Portal. Address rejected? If a message tells you

Address rejected? If a message tells you that getting a login is restricted to other domains, that means the address you entered isn’t part of an approved domain. See your Administrator for help.

5.

Accept the Portal license agreement, create your password, and bookmark your Log In page, as described above for users who receive a Welcome email.

Note: You might also be able to get your login by emailing your organization’s support address.

Log In to the Portal

Enter the Email address and Password you used to join the Portal. If you don’t have a login address, see “Get Your Portal Login” on page 2.

a login address, see “Get Your Portal Login” on page 2. To get to the Log

To get to the Log In page: Go to https://ondemand.helpstream.biz or to the URL for your service (looks like https://pwxxxxxxxx.helpstream.biz where the X’s identify your service). If you arrive at your service’s public Portal, click the guest user’s Log In button (top-right of Portal):

Salesforce.com or Google login: If either of the following controls is in the Log In window, you can log in to the Portal using an existing Salesforce or Google account:

the Portal using an existing Salesforce or Google account: For details, see: • “Log In with

For details, see:

• “Log In with your Salesforce ID” on page 5

• “Log In via Your Google Account” on page 6

Remember my email: Check this box to avoid entering your email address every time you log in. The next time you open the same Web browser to the Portal’s Log In page, your email address will already be entered.

You can have multiple logins to the Portal using the same login address. However, each login must have a different password.

Are You Asked to Authorize Your Computer?

If you receive a message saying that you must first authorize access from your computer before you can log in, check your email for a message from the Portal (it might take a few minutes for the message to arrive). Then click Authorize Computer in the email to log in.

Then click Authorize Computer in the email to log in. This message appears only if your

This message appears only if your Administrator has enabled device authorization for your service. As long as you continue to log in from the same computer and Web browser, you won’t have to respond to the email again. However, if you access the Portal from another device or browser (or if you delete cookies from your browser), you’ll be prompted to authorize your computer, again.

Log In with your Salesforce ID

If your Log In window has a Salesforce.com button and you have an existing Salesforce.com account, you can log in to the Portal using your Salesforce user name and password instead of your Portal login. That way you only have to remember one login name and password for accessing either the Portal or your Salesforce account.

for accessing either the Portal or your Salesforce account. To make this work, you must first

To make this work, you must first link th e Portal with your existing Salesforce account:

1. Log in to the Portal using your Portal login address and password.

2. Click your name or avatar (top right of Portal) to go to your Profile page:

3. Under Personal Information , enter the following information (click Save when you’re done): Salesforce.com:

3. Under Personal Information, enter the following information (click Save when you’re done):

Salesforce.com: Your Salesforce.com user name.

Salesforce.com security token: Your Salesforce security token. Get this by logging in to your Salesforce.com account and resetting your security token (under Setup > My Personal Information in Salesforce).

(under Setup > My Personal Information in Salesforce). From now on, you can log in to

From now on, you can log in to the Portal by entering your Salesforce user name and password in the Portal’s Log In window, and clicking the SalesForce.com button. Your Salesforce Administrator might also set things up so you can log in to the Portal from the Salesforce.com workspace, as well (ask your Administrator for details).

Log In via Your Google Account

If your Log In window has a Google logo and you have an existing Google account, you can log in to the Portal using your Google user name and password, instead of your Portal login. Or if you’re already logged in to Google, you can enter the Portal just by clicking the Google logo, without logging in at all.

in to Google, you can enter the Portal just by clicking the Google logo, without logging

To make this work, you first have to lin k the Portal with your existing Google account:

1. Log in to the Portal using your Portal login address and password.

2. Click your name or avatar (top-right of Portal) to go to your Profile page:

avatar (top-right of Portal) to go to your Profile page: 3. Under Personal Information , enter

3. Under Personal Information, enter your Google account login name, which is also your Google email address (click Save when you’re done).

your Google email address (click Save when you’re done). From now on, you can log in

From now on, you can log in to the Portal by clicking the Google link. If you’re already logged in to Google, you enter the Portal right away. Otherwise, you go to the Google login page, where you enter your Google credentials to then enter the Portal.

Tour the Portal Home Page

to then enter the Portal. Tour the Portal Home Page When you first enter the Self

When you first enter the Self Service Portal you arrive at the Portal Home page where you can:

Search for solutions or answers by typing in the search bar (see “Search the Portal” on page 23):

in the search bar (see “Search the Portal” on page 23): • Browse featured content flagged

Browse featured content flagged as important by your Administrator, organized under your Portal’s top-level categories. This can include articles, questions, discussions, and other community topics.

Browse new or popular content, that’s been recently added or updated, viewed most often, or voted with a thumbs up by other users:

Open your personal profile, for example to change your password or customize your community avatar (see “Manage Your Personal Profile” on page 8).

avatar (see “Manage Your Personal Profile” on page 8). • View your own support items .

View your own support items. These can include community topics you’ve initiated, active checklists you’re working on, or support cases you’ve submitted. Click a topic to see its replies, a checklist to continue working where you last left off, or a case to check its status.

where you last left off, or a case to check its status. • View and subscribe

View and subscribe to announcements, which if there are any, appear under your support items (see “Subscribe to Announcements” on page 12).

items (see “Subscribe to Announcements” on page 12). Manage Your Personal Profile Open your personal profile

Manage Your Personal Profile

Open your personal profile to change your password, email address, community avatar, and other personal settings. Just click your name or avatar at the top-right of the page (not available for Guest Users):

Note: If your name or avatar aren’t clickable, then you must manage your profile at your organization’s Web site. See your Administrator for help.

From your My Profile page, you can: Modify your contact information, including the First Name

From your My Profile page, you can:

From your My Profile page, you can: Modify your contact information, including the First Name and

Modify your contact information, including the First Name and Last Name that represents you in cases you submit or manage.

Select your local time zone, which ensures that automatic email notifications from the Portal that contain any time/date references are accurate for your location.

(Agents, only) Choose an image to represent you in the in Agent view, for example, where cases are assigned. (See below for details on choosing a picture.)

Specify a Google login (if enabled for your service). See “Log In via Your Google Account” on page 6

Specify a Salesforce.com login address (if enabled for your service). See “Log In with your Salesforce ID” on page 5.

See “Log In with your Salesforce ID” on page 5. Specify a Display Name and image

Specify a Display Name and image to appear in your community posts (click Save when you’re done). Select an image from a list of sample avatars, or upload your own image. For best results, the uploaded image should be square with the dimensions 80 x 80 pixels (smaller or larger images are scaled to these dimensions):

(smaller or larger images are scaled to these dimensions): View your Special Title (added by an

View your Special Title (added by an agent) is shown in community posts, for example, to identify you as a trusted member of the user community. (Agents can edit their own Special Titles.)

See your total number of Posts (increments when you either initiate or reply to a

See your total number of Posts (increments when you either initiate or reply to a community question, discussion, or idea), and how many of your replies to questions have been selected as the best answer.

View your Reputation (if enabled for your service): Shows your current point ranking within the community for collaboration (based on your frequency of posts) and expertise (based on their usefulness to the community). For details, see “Your Community Reputation” on page 10.

For details, see “Your Community Reputation” on page 10. Change your Portal login address . This
For details, see “Your Community Reputation” on page 10. Change your Portal login address . This

Change your Portal login address. This must be a valid address where you receive mail, as this is where you receive all Portal notifications, including case status updates and questions from agents. The Portal sends a confirmation email to the new address with instructions on completing the address change.

Find out how to put the Portal on your email whitelist so you’re sure to receive all notifications (see “Troubleshoot Email Notifications” on page 13).

(see “Troubleshoot Email Notifications” on page 13). Enter a new password for logging in to the

Enter a new password for logging in to the Portal.

Your Community Reputation

If Reputation Points are enabled for your service, the Portal tracks and displays

your community reputation, based on how often you submit articles or community posts, and how useful your submissions are to others. As you post and reply to community topics, you earn points either for collaboration (such as when you ask

a question or post a reply), and for expertise (such as when your reply is voted up or selected as a best answer).

You earn points when contributing articles, posting a new community topic (question, discussion, or idea), or replying to a topic. You can also lose points for submitting an inappropriate post. Your current ranking is displayed for other community members to see, next to each of your posts:

Where Points Come From In general, you earn collaboration points by contributing or interacting within

Where Points Come From

In general, you earn collaboration points by contributing or interacting within the community, and expertise points if you also indicate that you know something, have learned something, or your post is rated highly. To see exactly what gets rewarded and where your points come from, open your personal profile, scroll down to Community Profile, and click the View point detail link:

Community Profile, and click the View point detail link: From your Reputation Point Detail page, you

From your Reputation Point Detail page, you can see:

the View point detail link: From your Reputation Point Detail page, you can see: Get Started

How points are earned: Look under each Value column (one each for

expertise are shown for:

Your Items: Applies to all community topics and articles you contribute. Points are awarded when you post a new question or other topic, if you select someone else’s reply as a best answer to your question, if you publish an article, if your topic is voted up or receives a reply.

Other People’s Items: Applies to your actions in topics other people post. Points are awarded if you vote or reply to someone else’s topic, or if someone else chooses your reply as a best answer.

Other Actions: Points are also awarded for viewing an article or topic, performing a search, or completing a checklist.

Where your points came from: The Earned column shows the total occurrences of each action that has earned you points. Each Total column shows the total points you’ve earned from those occurrences (Earned x Value = Total).

Point requirement for each level: Scroll down to see the point requirements to reach each Expertise or Collaboration level, to get an idea of when you might advance to the next level. For example, Cassy, who is at level 2 with 115 Expertise points, will need 200 points to reach level 3.

115 Expertise points, will need 200 points to reach level 3. and collaboration ) for each

and collaboration

will need 200 points to reach level 3. and collaboration ) for each action that earns

) for each action that earns points. Actions

collaboration ) for each action that earns points. Actions Subscribe to Announcements If RSS feeds are

Subscribe to Announcements

If RSS feeds are enabled for your service, you can keep informed of new announcements. without having to visit the Portal, by subscribing to an RSS feed. This enters a link in your Web browser’s RSS reader that you can periodically check for new announcements:

that you can periodically check for new announcements: 1. On the Portal Home page, click the

1. On the Portal Home page, click the announcement’s RSS icon (if available).

2.

A page appears with general information about RSS feeds that also lists any current announcements. Exactly what this page looks like depends on your Web browser. But it should have a link (or button) for subscribing to the feed. Click the link and follow your browser’s instructions to subscribe to the feed.

3. To later see if there are any new announcements, come back to your browser’s RSS reader and click the announcement’s RSS feed.

Administrators: Subscribing to RSS feeds requires that your public Self Service Portal is enabled. For details, see the Portal’s Setup and Administration Guide.

Troubleshoot Email Notifications

If you’re not receiving email notifications from the Portal, they might be getting stopped by your junk-mail filter. To test if this is happening and fix the problem:

Open your My profile page, scroll down to

fix the problem: Open your My profile page, scroll down to Email , and click the

Email, and click the Email Test link.

scroll down to Email , and click the Email Test link. Type the secret word and

Type the secret word and submit it to have the Portal send a test email from each of its servers to your login address. If you don’t receive the mail, it might be caught by your junk-mail filter. In that case, enter each server name or IP address shown here in your email white list to allow all email from the Portal.

your email white list to allow all ema il from the Portal. Agents and Administrators can

Agents and Administrators can also enter other email addresses here to test notifications for another Portal user.

View All Portal Help Topics

Get help at any time by opening the Portal’s online help.

1. Click the question mark icon that appears at the top right of many pages and next to some sets of controls. This opens help for the current page or area of the page you’re looking at.

the current page or area of the page you’re looking at. 2. In any Help window
the current page or area of the page you’re looking at. 2. In any Help window

2. In any Help window, click this button at the top left of the window to open a menu where you can browse all help topics, perform searches, and search the index.

all help topics, perform searches, and search the index. 3. In the Help menu , open

3. In the Help menu, open the book shown below to browse topics on using the Self Service Portal:

3. In the Help menu , open the book shown below to browse topics on using

Chapter 2

Browse and Subscribe

Chapter 2

Browse Portal Resources

2 Browse and Subscribe Chapter 2 Browse Portal Resources Go to your Portal’s Home section to

Go to your Portal’s Home section to look for solutions or information posted by agents, Administrators, and other members of your community. Search or browse articles and documents, as well as community questions, discussions, and other topic threads (see “Types of Portal Content” on page 16).

From here you can:

Search for solutions or information: Type a search word or phrase in a search bar on the Portal Home page or top-right of any other page, to find matching articles, community topics, and even results from the Web. See “Search the Portal” on page 23.

from the Web. See “Search the Portal” on page 23. • Browse content by categories ,

Browse content by categories, which can contain subcategories down to any number of levels. Open top-level categories from the navigation bar (if available):

categories from the navigation bar (if available): Or click large icons, starting from the Portal Home

Or click large icons, starting from the Portal Home page:

• Subscribe to new content: Receive email notifications when articles are added or edited in

Subscribe to new content: Receive email notifications when articles are added or edited in the current category (see “Subscribe to Email Notifications” on page 18).

Subscribe
Subscribe

Receive RSS notifications when articles are added or edited in the current category (see “Subscribe to an RSS Feed” on page 18).

category (see “Subscribe to an RSS Feed” on page 18). • Find recent or popular content

Find recent or popular content or list topics that are OPEN or CLOSED (see “What’s Recent, Popular or Current” on page 20).

Agents can also send articles to users, or link articles to support cases. For details, see the Portal’s Support Agent Guide.

Content Administrators can create categories and otherwise manage Portal content. For details, see the Portal’s Setup and Administration Guide.

Types of Portal Content

When you search or browse your Portal, you can find information from a variety of sources, including articles published by agents and other Portal users, and topic threads posted by members of your Portal community. Depending on what’s enabled for your service, here’s what you might find:

Articles

for your service, here’s what you might find: Articles • Interactive Checklist: An article authored in

Interactive Checklist: An article authored in the Portal’s Web editor where you can check off steps and keep track of your progress (see “Use Interactive Checklists” on page 45).

progress (see “Use Interactive Checklists” on page 45). • Solution/FAQ: An article authored in the Web

Solution/FAQ: An article authored in the Web editor that can contain attachments and links to other articles.

• Uploaded article: A document in any format (Word, PDF, Flash, and so on) that’s been

Uploaded article: A document in any format (Word, PDF, Flash, and so

on) that’s been uploaded to the Portal. Click the article to see details about the file or to upload a replacement (see also “View an Uploaded Article” on

page 33). (Click the

also “View an Uploaded Article” on page 33). (Click the to open the file directly in

to open the file directly in its native application.)

Community Topics

file directly in its native application.) Community Topics • Question: A problem someone would like answered

Question: A problem someone would like answered by the community. Click the question to see if there’s a best answer (chosen by the asker) or to answer the question yourself:

(chosen by the asker) or to answer the question yourself: • Idea: An idea someone has

Idea: An idea someone has posted to the community for review. Click to view responses, voice your own opinion, or vote if you like the idea.

voice your own opinion, or vote if you like the idea. • Discussion: A topic someone

Discussion: A topic someone has opened up for general discussion within the community. Click to view the discussion thread and participate.

Listing Content

Browsing a category or performing a search initially lists all content types together (shown below under All). You can then filter out just a single type, such as Articles or Q&A topics.

just a single type, such as Articles or Q&A topics. Subscribe to New Content and Updates

Subscribe to New Content and Updates

You can stay apprised of new articles or community posts in the Portal by subscribing to an article, community topic, or category. Subscribe to article to be notified whenever a new revision is published. Subscribe to a topic to be notified of new replies. Or subscribe to a category to be notified whenever anyone publishes or posts to the category.

You can be notified of updates either by email, or by subscribing to an RSS feed.

Subscribe to Email Notifications

You can receive an email notification whenever a new version of an article is published, when someone replies to a community topic (for example, by answering a community question), or when someone publishes or posts to a particular category. Do this by subscribing to the article, topic, or category (not available from the public Portal).

Open the article or topic, or navigate to the category you want to subscribe to. Then click its Subscribe link at the right of the page:

Subscribe
Subscribe

You can also choose Subscribe from an article or topic’s Actions menu, when available.

Remove a Subscription

To no longer receive emails about changes to a particular article, community topic, or category, you can remove that subscription. Just go to the article, topic, or category and click its Unsubscribe link (or action, in its Actions menu).

Unsubscribe
Unsubscribe

Tip: To remove several email subscriptions at once, se e “View and Remove Email Subscriptions” on page 20.

Subscribe to an RSS Feed

You can also be notified of new article revisions or community posts by subscribing to an RSS feed. This enters a link to an article, topic, or category in your Web browser’s RSS reader. You can then check the reader at your convenience to see a list of new content, and click an article or topic to open it in the Portal.

Administrators: Subscribing to RSS feeds requires that public access is enabled to the article or category. For details, see the Portal’s Setup and Administration Guide.

1.

Open the article or topic, or navigate to the category you want to subscribe to, and click its RSS icon at the top of the page.

to, and click its RSS icon at the top of the page. You can also choose

You can also choose View RSS feed from an article’s Actions menu, when available.

2. A page appears with general information about RSS feeds that also lists whatever content you’re subscribing to. Depending on your Web browser, there should be a link or button that you can click to subscribe to the feed. In Internet Explorer, for example, the page looks like this

In Internet Explorer, for example, the page looks like this 3. Later, come back to your

3. Later, come back to your browser’s RSS reader and click the RSS feed to see if any new revisions, replies, or other content has been posted.

• For a category, you can see up to 10 new articles or topics.

• All entries include links for conveniently posting to the popular social networking sites del.icio.us and Digg.

4. From the RSS feed, click any article or topic to open it in the Portal, as shown here in Internet Explorer:

feed, click any article or topic to open it in the Portal, as shown here in

View and Remove Email Subscriptions

If you’ve subscribed to receive email notifications informing you of new article revisions or community posts, you can see your email subscriptions and unsubscribe to any of them, on your Subscriptions page.

Click Subscriptions at the right of the Portal:

page. Click Subscriptions at the right of the Portal: This displays all your current email subscriptions.

This displays all your current email subscriptions. Click the Unsubscribe link for a subscription you want to remove, and you’ll no longer receive email from that subscription.

you’ll no longer receive email from that subscription. Administrators can also remove subscriptions from a

Administrators can also remove subscriptions from a user’s profile on the Administration > People > Portal Users page.

What’s Recent, Popular or Current

While browsing or searching Portal content, click links at the right of Portal to easily find recently added content, popular content that’s frequently viewed or voted up by other users, or community topics based on whether they’re ongoing (OPEN) or CLOSED.

topics based on whether they’re ongoing (OPEN) or CLOSED. Specifically, you can see the following: 20

Specifically, you can see the following:

Recently Updated Items: Recently revised articles, or community topics with new replies.

Recently Added Items: Recently published articles or newly-posted community topics.

Top Viewed Items: Articles and community topics that have been viewed the most number of times by community members.

Top Rated Items (appears only if voting is available for your service): Articles and community topics that have received the most number of votes from the community. Note that the total displayed for a community topic or article includes only votes made on the topic or article itself, not votes on replies or article comments.

Open topics: Community questions that haven’t yet been answered, and ideas that have status OPEN.

Closed topics: Questions that have been ANSWERED or CLOSED without being answered, and ideas that have been CLOSED.

Recent and popular content is also featured on the Portal Home page.

Chapter 3

Search the Portal

Chapter 3

Search the Entire Portal

Quickly search all Portal resources for a solution or answer to a question, by typing a search word or phrase in the search bar on the Portal Home page, or at the top right of other pages:

the Portal Home page, or at the top right of other pages: Tip: Entering multiple words

Tip: Entering multiple words performs an “OR” search. Enclosing a phrase in quotes (as in “die bonder”) finds only exact matches for the phrase. (Common English works like “the” and “is” are ignored.) For other searching techniques, see “Full Text Search Tips” on page 27.

Depending on your service, the Portal searches a number of sources, including articles, community topics posted by other users, and even the Web (see “Types of Portal Content” on page 16). Results can be viewed in a single list of all content types (shown below under All). Or you can filter the view by a single content type, such as Articles, Q&A topics, and so on:

content type, such as Articles , Q&A topics, and so on: For details, see topics below:

For details, see topics below:

Search within a Category

To restrict your search to a particular category in the Port al, browse to that category and type your search text in the category’s search bar. (Enter search text and browse results the same as described at “Search the Entire Portal” on page 23.) The Portal searches that category and its subcategories, displaying matching results below. The content count for each subcategory also changes to reflect only results in the subcategory, instead of its total number of items.

As long as your search text remains in the category’s search bar, only matching content is listed below and within subcategories if you drill down. Click the Clear link to remove the search text and see all content, again.

if you drill down. Click the Clear link to remove the search text and see all

Browse Web Results

Click the Web Search tab in Portal search results to show matching Web and

Blog pages from the Internet (click the

where you can also type new text to revise your Web search.

or
or

to expand or contract results),

revise your Web search. or to expand or contract results), Tip: Click one of these icons

Tip: Click one of these icons to view one, several, or all results.

one of these icons to view one, several, or all results. Find Results by Date or

Find Results by Date or Person

After performing a search, you can display options for narrowing down results even further by clicking either Show more search options on the Portal Home page

either Show more search options on the Portal Home page or Search options on the Search

or Search options on the Search Results page:

Show more search options on the Portal Home page or Search options on the Search Results

Find Results by Date

Find articles or community topics based on when they were submitted or updated.

Click a

search bar to run the search

submitted or updated. Click a search bar to run the search to open a calendar for

to open a calendar for selecting a date, and click the go button by the

for selecting a date, and click the go button by the Date Last Modified : Finds

Date Last Modified: Finds articles that were last revised within the date range specified, and community topics that were last replied to during that time.

Date Submitted: Finds articles that were first published within the date range specified, and community topics that were first submitted during that time.

Find Results by Person

Find articles and community topics associated with a particular user based on the person’s Display Name (appears next to their posts):

the person’s Display Name (appears next to their posts): Type the Display Name (or first part

Type the Display Name (or first part of the name) in the Find by Person field. Be sure to delete any text from the search bar (unless you want to find only results containing that text). Click the go button to run the search. Results include articles the person authored, or community topics the person submitted or replied to.

include articles the person authored, or community topics the person submitted or replied to. 26 Fall

Full Text Search Tips

The Portal uses a high-performance Full Text Search engine that can quickly find articles and community topics based on very specific criteria, such as whether the result is in a checklist prerequisite but not a step, whether a result contains an exact or close match to your search string, or some combination of criteria.

Agents: Techniques described here also apply when searching for cases from your Cases > Search page, and when performing a search from the left sidebar.

Here’s what you can do:

Target Specific Content Areas

When searching for articles, the Portal normally searches the article name, description, and contents, including the text content of uploaded files, or article attachments. Results are returned in order of relevance, where a match in the article name is weighted the highest, the description next, and finally (for checklists) prerequisites, steps, and any attachments.

For community topics, the Portal searches the topic title, its description, and any replies. Results are returned in order of relevance, where a match in the title is weighted the highest.

You can instead limit a search to only a certain area, such as “search only the article’s name field,” or search only for text in a question’s “reply.” Just specify the area, followed by a colon, followed the value you’re searching on. The areas you can specify are listed below.

Important: Enter each area’s name exactly as shown below, as lowercase rather than uppercase (for example, use name not Name).

Articles:

• name:

• description:

• prerequisites:

• steps:

• attachments:

So to search for the text “backup” in an article’s name, type name:backup.

Community topics (questions, ideas, discussions):

• title:

• content: (the topic’s description)

• reply: (text of all replies)

• attachments:

Searching for cases (agents, only):

• displayId: (searches the case #)

• summary:

• description:

• history:

• attachments:

custom_field_name: Any custom case field created by your Administrator, as long as Full Text search is enabled for it. See the Setup and Administration documentation for details.

Use Wildcards and Special Symbols

• Enter a plus sign (+) before the word to return only documents that contain that word. For example, entering the search +restore +data returns articles that contain both words. However, searching on the phrase restore data would perform an “OR” search, returning any article that contains the word “restore” or that contains the word “data”.

• Enter a minus sign (–) before the word to exclude any article containing the word. For example, entering the search cisco -vpn will return all articles containing the word “cisco” as long as they do not also contain the word “vpn”.

• Use an asterisk (*) as a wildcard to match 0 or more letters. Searching for key*, for example, finds “key”, “keyboard”, and so on.

• Use a question mark (?) to match one letter. For example, entering the search gr?y would return articles that contain the word “gray” or “grey”.

• Adding a tilde (~) to the end of the word matches words that are likely misspellings. For example, searching for sandwich~ would match an article that contains the misspelled word “sandwitch”. This “near-word” match is powerful. For example, searching on domains will not match the word “domain”, but searching on domains~ will. Similarly, searching colour~ would also match “color.”

Use Advanced Syntax

Use advanced searching syntax to match a combination of criteria, such as consecutive words, words near each other in the document, negation, words with similar spelling, and matches in specific sections of the document.

For example:

+(name:((Cisco OR Extreme) AND router)) +steps:putty – prerequisites:Windows

The above search finds all articles that have a name including either the word “Cisco” or “Extreme” and the word “router”, that also have the word “putty” in any step, and that does not have the word “Windows” in prerequisites.

Search within Attachments

When you perform a search, the Portal also searches the contents of attachments associated with a checklist, Solution/FAQ, or community topic. These include PDFs (all text is stripped out of the document and indexed), Office 2000/2003, Word, Excel, and Power Point documents. By default, matches in attachments are weighted the least, meaning they might be listed further down in the results.

To search exclusively on attachments, sp ecify the attachments section as part of the search criteria. For example, searching on attachments:Expense Report Form” will match any article or question with an attachment containing that exact phrase.

Chapter 4

View and Post Community Topics

Chapter 4

About Community Topics

Portal users can share solutions, hold discussions, and suggest ideas by submitting and replying to community topics. Depending on your service, community topics can include:

Depending on your service, community topics can include: • Question: A problem someone would like answered

Question: A problem someone would like answered by the community. Click the question to see if there’s a best answer (chosen by the asker) or to answer the question yourself:

(chosen by the asker) or to answer the question yourself: • Discussion: A topic someone opens

Discussion: A topic someone opens up for general discussion within the community. Click to view the discussion thread and participate in the discussion.

the discussion thread and participate in the discussion. • Idea: An idea someone posts to the

Idea: An idea someone posts to the community for review. Click to view responses, voice your own opinion, or vote if you like the idea.

You can submit and reply to topics if you have Poster rights. And depending on your service, you might also be able to vote on people’s posts, to help identify popular ideas or Posters with good reputations.

For details, see topics below.

View a Topic Thread

When you view a question thread, discussion, or other community topic, you can:

Post a reply (requires Poster rights). See “Post a Reply” on page 33.

Vote on the topic or one of its replies to endorse the post, voice support, or enhance the Poster’s community reputation (see “Vote on a Topic” on page 34).

View the best answer (question, only), if one has been selected by the asker:

• Rate the question’s usefulness (question, only), which helps support agents identify useful content in

Rate the question’s usefulness (question, only), which helps support agents identify useful content in the Portal.

helps support agents identify useful content in the Portal. • Report an inappropriate post to a

Report an inappropriate post to a Moderator, who can then hide or edit the post:

post to a Moderator, who can then hide or edit the post: • View a poster’s

View a poster’s profile (click her image):

post: • View a poster’s profile (click her image) : • View a poster’s Collaboration and

View a poster’s Collaboration and Expertise ranking, which indicate how frequently the person uses and contributes to Portal resources, and how useful their posts are to other community members. For details, see “Your Community Reputation” on page 10.

For details, see “Your Community Reputation” on page 10. • Subscribe to receive email or RSS

Subscribe to receive email or RSS notifications when a reply is posted to this topic (see “Subscribe to New Content and Updates” on page 17).

If you submitted the topic (or are a Moderator), you’ll see other links, too, for changing the topic’s status, choosing a question’s best answer, and more. For details, see “Manage a Topic You Submitted” on page 38.

Post a Reply

To reply to a community topic, just op en the question, discussion, or idea scroll down to its replies, and click the Post Reply button (available only if you have Poster privileges).

button (available only if you have Poster privileges). In the pop-up window, type your Reply ,

In the pop-up window, type your Reply, which you can format with the Editor Palette.

Optionally click Add Attachment or Screenshot to upload a file, or (in Internet Explorer only) attach a screenshot from your Clipboard.

If you’re answering your own question, select the Mark my reply as the Best Answer box to make this reply the Best Answer (available only for questions if you are the asker and there’s no current Best Answer).

if you are the asker and there’s no current Best Answer). Tip: Customize your name and

Tip: Customize your name and picture in community posts (see “Manage Your Personal Profile” on page 8).

Update or Delete Your Reply

After replying to a community topic, you can:

Edit your reply (link appears only for your own posts). Enter your update

(link appears only for your own posts). Enter your update which appears below the original comment.

which

appears below the original comment.

Enter your update which appears below the original comment. • Delete your post: Click its Delete

Delete your post: Click its Delete link (appears only for your own posts):

Vote on a Topic

If you like a community topic or one of its replies, you can vote on it. Your vote is tallied along with other community members’ votes and displayed for each post. Just click Vote now above the topic or reply. (If this link isn’t available, voting isn’t enabled for your service.):

available, voting isn’t enabled for your service.): Then rate both the accuracy of the post, and

Then rate both the accuracy of the post, and the helpfulness or style with which it’s written.

You can only vote once on a topic or reply, and you can’t vote on

You can only vote once on a topic or reply, and you can’t vote on your own post. You can also retract your vote later, if you change your mind (just view the post and click your vote’s Undo link).

You can’t vote negatively. However, if you think a post is inappropriate, you can report it to a Moderator (click its Report abuse link).

Voting and Top Rated Content

While browsing categories, you can see a topic’s total number of votes. This total includes votes on the topic itself, but not on any of its replies (so you know the votes reflect positively on the topic, and aren’t for replies that might be negative). You can see topics with the most votes on the Portal Home page (under Top Rated), and on the Top Rated page, which you can open while browsing Portal categories (see “What’s Recent, Popular or Current” on page 20):

(see “What’s Recent, Popular or Current” on page 20): Voting and Reputation Points If Reputation Points

Voting and Reputation Points

If Reputation Points are enabled for your service, voting on a topic or post adds Collaboration points to your own community reputation (shown next to your posts). It also adds Expertise points to the Poster’s reputation. For details, see “Your Community Reputation” on page 10.

Idea Storming If your Portal has a category consisting mainly of idea community topics, say,

Idea Storming

If your Portal has a category consisting mainly of idea community topics, say, for brainstorming the best way to design a product or plan an event, you can easily rank and vote on people’s ideas to determine which are most popular. Just filter the category’s view to display only ideas. Topics are then ranked by their number of votes, along with icons for casting your own vote. (If the category contains only ideas, this view is shown automatically):

Easily scan each idea, see how they’re ranked against each other, and vote on the ones you like with a single click.

other, and vote on the ones you like with a single click. Of course, you can’t

Of course, you can’t vote for your own idea, and the vote counts for the idea itself, not for any of its replies.

Submit a New Topic

If you have a question, idea, or opinion you’d like to share with other members of your community, submit a community topic (requires having Poster privileges). Depending on which types of topics are enabled for your service, you can:

Ask a question to find information or help solve a problem Other community members can post answers or voice related issues. After others respond, you can select a Best Answer, which other users with the same question can easily find.

Start a discussion to share an insight or opinion that others can respond to and help develop.

Submit an idea, such as for a product enhancement or new company policy. Other community members can post opinions and also vote to track the idea’s popularity.

Just click Create New question, idea, or discussion at the right of the Portal (depending on which of these topics are available for your service).

on which of these topi cs are available for your service). In the pop-up window, type

In the pop-up window, type a one-line title that people see when browsing topics, and Additional Details they see when they open the topic (format your details with the Editor Palette).

After typing, check out any Matching Items that appear at the bottom of the window, for example, to see if someone else has already posted a related topic. If they haven’t and you want to continue with your submission, select one or more Categories to place the topic in (click a category to select or deselect it). If you can’t select a particular category, you either don’t have permission to post to that category, or the category doesn’t allow the type of topic you’re submitting.

Check Subscribe me to replies

reply (see “Subscribe to New Content and Updates” on page 17). Then submit your topic.

to receive an email whenever anyone posts a

To check back later for answer s or replies, look under Recent Topics in your

To check back later for answer s or replies, look under Recent Topics in your My Support box (right of any Portal page).

Tip: You can customize your name and picture that appear in your Community posts (see “Manage Your Personal Profile” on page 8).

Manage a Topic You Submitted

When you open a community topic that you submitted, you see additional links for doing the following:

Change the topic’s categories: Click the link at the top of the topic. Then in the pop-up window, select one or more categories to place the topic in (click a category to select or deselect it). If you can’t select a particular category, you either don’t have permission to post to that category, or the category doesn’t allow this type of topic:

• Choose a reply as best answer (question, only). This sorts the reply to the

Choose a reply as best answer (question, only). This sorts the reply to the top where other people can easily find it. It also marks the question as ANSWERED. You can later remove the best answer if a better one comes along, which returns it to the list of replies and resets the question’s status to OPEN QUESTION.

replies and resets the question’s status to OPEN QUESTION. Also click links beneath the topic or

Also click links beneath the topic or at the right of the page to:

Edit your topic description: Your edits are appended to the original post.

Delete the topic: If the topic has replies, you’re prompted to submit a request to your Community Moderator, who can delete the topic for you.

Close the topic: This keeps the topic around but marks it as CLOSED (or UNANSWERED for a question), indicating you’re no longer looking for replies:

Reopen a topic (CLOSED or UNANSWERED topics, only): This marks a closed topic OPEN, indicating that you’re still looking for replies, after all.

Manage All Your Community Posts

Manage All Your Community Posts To see all community topics or replies y ou’ve posted to

To see all community topics or replies y ou’ve posted to the Portal, go to your My Content page. From here you can:

Open a topic you submitted to see its replies or choose a Best Answer (see “Manage a Topic You Submitted” on page 38):

Answer (see “Manage a Topic You Submitted” on page 38): Open a topic you replied to

Open a topic you replied to to see the original thread and edit or delete your reply (see “Post a Reply” on page 33).

or delete your reply (see “Post a Reply” on page 33). View topic status : •

View topic status:

• OPEN or OPEN QUESTION: The submitter is still awaiting replies. For a question, this also means no best answer is chosen.

• ANSWERED (questions, only): The asker has chosen a best answer.

• UNANSWERED or CLOSED: The submitter is no longer looking for answers or replies. For a question, this also means no best answer is chosen.

Topic status can also be set by a community Moderator.

Chapter 5

Browser Configuration and Restrictions Chapter 5

Supported Browsers

Browser Support

• Internet Explorer 6.0.2900 with IE Service Pack 2 on Windows

• Internet Explorer 7.0 on Windows.

• Firefox 1.5 and 2.0 on Windows, Linux, and Macintosh clients

Checklist Web Editor

• The Web Editor tool, used to create Interactive Checklists, can be used on any supported browser.

Recommended Browser Configuration

Following are the recommended browser configuration settings:

• Allow pop-ups for the Helpstream server specifically. Most popup blockers have a setting for “Always allow pop-ups from ….”. If all pop-up blockers are not disabled for Helpstream, you will see several oddly phrased errors/error responses.

• For Internet Explorer users, we recommend, but do not require, that “Script ActiveX controls marked safe for scripting” is enabled for the appropriate zone (by default, Helpstream will be in the Internet Zone, but you can move it to Trusted Sites if you don’t want to change your Internet Zone settings. On IE 6, this is found under tools > internet options > security > custom level. This is necessary if you wish to attach images directly from your clipboard without saving them to your file system first.

• For Internet Explorer users, be sure the “Do not save encrypted pages to disk” option is not selected. (Uncheck this option in the Internet Options dialog, on the Advanced tab, under Security.)

Options dialog, on the Advanced tab, under Security.) • Enable JavaScript - this is required. •

• Enable JavaScript - this is required.

• Enable cookies.

• Add www.helpstream.biz to “Trusted Sites” in your browser settings.

Storage Space Restrictions

Customers using the free version of the Portal are restricted to 300 MB of space on Portal servers, for storing articles, community topics, case management data, and all other data. This should be plenty of space for most organizations.

If you need more space, however, please contact your Portal sales representative.

Index

A

announcements view 8 article subscribe to email notifications 18 subscribe to RSS feed 18 articles types of 16 view most recent 20

B

best answer 39 browser recommended configuration 41 supported 41

C

category browse 15 search 24 subscribe to RSS feed 18 community topic delete post 34 submit 37 subscribe to email notifications 18 subscribe to RSS feed 18 view 31

view your own 40 community topics browse by category 15 types of 17 copyright information iii

D

discussion 17 start 37 view your own 40

E

email notifications test 13 time zone in 9

email subscriptions

remove 18, 20 to Portal content 18 view 20

F

Firefox 41 full text search 27

G

Google link login with 6

H

help, online 14

I

idea 17 submit 37 view your own 40 Internet Explorer 41

L

log in to Portal 4

login page URL 2, 4

O

online help 14

P

password change 10 pop-up blocker 41 Portal browse 15 Portal Home 7 Portal user profile 8 profile Portal user 8 public Portal 1 capabilities 1 using 1

Q

question 17 ask 37 choose best answer 39 view 31 view your own 40

R

reputation voting 35 RSS feed, subscribing to new Portal content 18

S

Salesforce.com link login with 5 Self Service Portal get a login 2 public 1 URL 2, 4 URL to public Portal 1 subscriptions, email remove 18, 20 to Portal content 18 view 20

T

time zone in email notifications 9

U

URL to Helpstream 2, 4 public Portal 1

W

Web Editor supported browsers 41