Like the content library template, other templates install many of these Help and case management template components. We've documented them in these knowledge base articles:
- Roles: Employee, manager, and HRSS
- Content Categories
- Open Cases
- Knowledge articles
- Useful links
The Help and case management template adds various pages to help users manage their support cases. The main page is the Support page:
See our knowledge base article, Add a new page.
This Support page has several content blocks. The first list block shows an alert. When you select the alert, the Alert view page opens in a modal window:
The second is a search block:
See our knowledge base article, Add search content and design how your search results appear on pages.
The search has an autosuggest feature, but you can also select SEARCH to open the results page:
The next list block on the Support page lists the categories from the categories page. When you select a category, the Support category page opens:
The support category page shows a dynamic title with the category you selected. You can amend this in the page settings, see our knowledge base article, Configure your page settings.
The page shows a few lists blocks to show available articles, FAQs, and useful links. See our knowledge base article, Add a list block. Also, you can see a call-to-action block with a link to open the Support page again. See our knowledge base article, Add a call to action block.
After the list of categories on the Support page is a call-to-action with a link to open the Raise a case page in a modal window:
Directly below the raise-a-case call-to-action block on the Support page is a list of your open cases, with an action, VIEW CLOSED, which opens the Closed cases page in a modal window:
Beneath the case list block are a few rich text blocks with more information, which you can edit, see our knowledge base article, Add a rich text block.
You can set up an integration with your support system where you manage your cases, or you can manage cases directly in your Applaud platform with the Case admin page:
Next to a case you want to manage or close, select the ellipsis to open the Case admin edit page in a modal window:
You can manage case details and close a case by selecting the Closed option and SAVE. The case then appears on the Closed cases page, which a user can view from the Support page.