Configuring Tutorials

Use the Options and Tools | Customize | Tutorials screen to configure tutorials for providing information to support representatives and customers. A tutorial consists of a series of steps, each with an 800x600 image and tags that a user can click to display an additional screen of content.

Tutorials can appear on the Rep client and on mySupport portals.

You can associate a tutorial with entry screen layouts, configuration screens, Rep Desktop dashboards, and mySupport dashboards. The tutorial will appear the first time a support representative accesses the screen associated with the layout or page. After that point, for screens with a large icon ribbon, a Tutorial icon will appear on the View ribbon if one is associated with the layout or page.

On mySupport, you can associate a tutorial with a dashboard, a mySupport work item submit or display layout, and a navigator link or a button that accesses a feature. For dashboards, the tutorial will appear the first time the authenticated user accesses the dashboard; after that point the Tutorial icon will appear in the upper right corner. You can also directly link a tutorial to a button or navigator link; this will display the tutorial every time the button or link is clicked.

You can display images, videos, links, and formatted text in the screen that appears when a user clicks a tag.

Follow these steps to configure a tutorial, and then use the Associations tab in the Tutorials screen to link a tutorial to a mySupport dashboard or mySupport incident layout.

• Go to Global Settings | Tutorials and click Create. Enter a name the tutorial; this name will appear as the heading. Then click the Add Step icon and enter the name of a step. You can use the Edit Step icon to change step text.

• An image is required for each step; click Select Image or drag one into the gray area. To add a clickable tag, drag one from the list on the right onto the area in which you want to provide more information.

• The Edit Step Tag screen appears; in the Description field, enter the text to appear next to the tag. Use the Color and Rotation fields to change the appearance of the tag if applicable, and then use the Content field to include the text, images, links, or YouTube videos to appear when the tag link text is clicked by the user.

• Add additional steps as necessary.