The one-stop shop for creative flair!
Click on a topic to jump straight to it
“You know, last year I wrote a fantastic message. Now where did I put it?!”
With the Help Item Overview, you can find and reuse old messages, correct that sneaky typo and create even more awesome communications for your users. Containing all Content types and the ability to create more, this is your one-stop shop for getting your message across. Find out what kind of Content is available at Message Types and how they behave.
Follow the steps below to access User Segments:
The report provides a full list of proactive messages and Help Items that are currently available, who created them, who they apply to, and whether they are connected to a Context. You can search for an item by name, or filter the list by author and/or Mode. To understand more about Modes, jump to Contexts in the report structure section. You can also create new Content using the Create dropdown option in the top right corner. To learn how to create Content, follow the links in the Content section at the bottom of the page. You can view and edit all the properties of an existing item by clicking on it.
Title: The title of the Help Item. This appears in the heading bar when viewed by the user.
Contexts: This column indicates whether a Help Item has been connected to a Context. If an item is not connected to a Context AND not connected to the Support Center, it is not showing up anywhere in your LMS. This column also indicates the Mode of the Help Item.
Author: The name of the user who created the Help Item. Labels: Labels can be assigned to Help Items to help them stand out in the Support Center. When a Label is attached to a Help Item, it is listed here.
Assigned to: Help Items can be assigned to a Role Category, User Group, User Segment, Filter or Campaign meaning you have ease of control on who sees your communications. This column lists all groupings of users for whom this item is valid. If you do not enter anything in the Assigned to section, your Help Item will not be visible in the LMS.
There are a number of properties for each type of Help Item that govern how it behaves. All of these can be viewed and changed in the Properties area when the Help Item is selected. They are split into the following sections:
Click on a topic to jump straight to it.
Here you can view the title, description dimensions, ‘sticker’ and content of your communication. Click on the Edit button to change an existing Help Item, click on the Delete button to remove the Help Item entirely.
You can activate voting for Help Items to get feedback from your audience and add an icon to indicate the type of Content when accessed from the Support Center.
Proactive Voting: If you want to see feedback from your users on whether your message was helpful, you can switch this to ‘On’. The results can be found in the Proactive Support Report.
Icon: Relevant for Support Center Help Items, the icon is automatically set to one which suits your message type. However, you can change it if you wish. Why not use your Institution logo! Just get in touch!
View which aspect of your LMS a Help Item is connected to and the Mode in which it appears.
Mode: View and change the Mode of a Help Item by clicking on the icon. A window will provide a dropdown menu with the available settings. We recommend setting the Mode to Normal for items in the Support Center. Otherwise, be Proactive!
Connect to Context button: You can connect as many Contexts as you like to a Help Item – wherever they are relevant. The Mode is set on a Context basis so you can set different Modes for different Contexts.
Make sure your communications are getting to the right people at the right time.
Assigned to: The message must be assigned to the relevant users. You can use the drop-down or start typing to find a User Group, User type, Filter or Campaign for your audience.
Validity: If your message is only relevant for a certain period of time, you can set the first and last active day that you want your message to display. The message will display from 12am on the First active day until 11:59pm on the Last active day.
Make your Help Item easy for users to find in the Support Center.
Keywords: Relevant for Support Center Help Items, these are words that a user might search on to find this Content.
Labels: Used for grouping Content types, these Labels can also be used to filter Support Center topics. New Labels can be created through the EesyProducer.
If you wish to enter your message in more than one language, additional translations can be added here.
Find out how effectively you can use these tools! Check out our Inspiration Stories to see how Institutions are putting Help Items to good use!