Settings & Layout

Usage

Using the Settings & Layout section, you can customize the layout and properties of elements displayed on the Customer Desk web site. You can select:

• Which tabs should appear in the customer interface;

• Customer Desk page layout width.

Path

Setup tab – Customer Desk Setup - Settings & Layout

Procedure

The settings and layout setup page contains several customization areas.

General

In this area, you may define general settings:

• Registration Control – define the registration control method (Self-Service, Restricted, Simple, Custom or Mixed);

• Layout – specify layout withd. Layout width defines position of a search control on the Customer Desk’s FAQ, Forum and Idea Exchange sections. When “Narrow” layout is selected, the ‘search’ control will appear underneath other controls instead of on the right side of them. It helps in special cases when Customer Desk needs to fit in the narrow space to achieve appearance integration.

• Show related Knowledge Base records – select whether you would like to display related atricles in Knowledge Base sections or not.

• Allow FAQ feedback/ranking – define whether customers should be able to assess whether a FAQ is helpful or not;

• Allow customers to create new dicussion topics – define whether customers should be able to create new topics in the Forum section. If the check box is selected, the New Topic link becomes visible in the Forum section of the Customer Desk.

• Allow customers to post new ideas – define whether customers should be able to add new ideas in the Idea Exchange section. If the check box is selected, the Post Your Idea link becomes visible in the Idea Exchange section of the Customer Desk.

• Moderate customer’s Knowledge Base and comments – define whether all new Knowledge Base records and comments posted by customers should be approved by support staff before they become visible on the Customer Desk site.
  If the check box is selected, all new Knowledge Base records that are created through the Customer Desk interface are automatically assigned the ‘Private’ level of access, which makes such records visible to support staff only. Comments posted by customers are added with the ‘Wait for approval’ status. To make records and comments visible on the Customer Desk site, support staff need to change the level of access for Knowledge Base records or publish comments.
  If the check box is not selected, all Knowledge Base records created via the Customer Desk site are added with the ‘Public’ level of access, and all posted comments are immediately published on the site.

• Allow customers to reopen closed questions – define whether customers should be able to reopen questions that have been closed.

Tabs

Here, you define which page tabs your customers should see when they access your support site. Using radio buttons, you can hide any tab or make it visible. The FAQ, Forum and Idea Exchange tabs have extended visibility options – when accessible, these tabs can be used in one or both of the modes: Browse and Search.

To save your changes, click the Submit Changes button.

Next: Customer Registration Settings