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Help & Feedback

Provide self-service support content to customers through Help & Feedback and What to Expect sections.

Overview​

Two help sections available:

  • Help & Feedback - FAQ and support articles
  • What to Expect - Process information and expectations

Both work similarly but serve different purposes.

Help & Feedback Section​

Purpose​

Provide answers to common questions:

  • Frequently asked questions
  • How-to guides
  • Process explanations
  • Troubleshooting help

What Customers See​

  • Categories - Organized topics
  • Articles - Individual help topics
  • Search - Find specific content
  • Attachments - Downloadable files

What to Expect Section​

Purpose​

Educate customers about your process:

  • Project phases explained
  • Timeline expectations
  • What happens when
  • Customer responsibilities

What Customers See​

  • Similar structure to Help & Feedback
  • Categories and topics
  • Process documentation
  • Reference materials

Content Structure​

Categories​

Organize content by topic:

  • Getting Started - Initial information
  • During Construction - In-progress topics
  • Billing Questions - Payment help
  • Communication - How to reach you
  • Custom Categories - Your organization

Topics (Articles)​

Individual help articles containing:

  • Title - Clear topic name
  • Content - Help text/instructions
  • Attachments - Related files

Navigating Help Content​

Browsing Categories​

  1. Open Help & Feedback section
  2. See list of categories
  3. Click category to expand
  4. View topics within

Viewing Topics​

  1. Click on a topic
  2. Read the content
  3. Download attachments if available
  4. Navigate to related topics

Searching Content​

  1. Use search bar
  2. Enter keywords
  3. View matching results
  4. Click to open topic

Creating Help Content (For Staff)​

Accessing Help Admin​

  1. Go to portal settings or Help admin section
  2. Manage Help & Feedback or What to Expect
  3. Add/edit categories and topics

Creating Categories​

  1. Click Add Category
  2. Enter category name
  3. Set display order
  4. Save category

Creating Topics​

  1. Select a category
  2. Click Add Topic
  3. Enter topic title
  4. Write content
  5. Add attachments (optional)
  6. Save topic

Adding Attachments​

  1. Edit the topic
  2. Click Add Attachment
  3. Upload file
  4. File available for download

Editing Content​

  1. Find the category or topic
  2. Click Edit
  3. Make changes
  4. Save updates

Deleting Content​

  1. Find the item to remove
  2. Click Delete
  3. Confirm deletion
  4. Item removed from portal

Content Best Practices​

Writing Help Articles​

  • Use clear, simple language
  • Break into sections with headers
  • Include step-by-step instructions
  • Add images when helpful
  • Keep articles focused

Organizing Categories​

  • Use intuitive names
  • Group related topics
  • Limit to 5-8 categories
  • Order by importance

Useful Topics to Include​

Help & Feedback:

  • How to make selections
  • How to sign contracts
  • How to pay invoices
  • How to send messages
  • Contact information

What to Expect:

  • Project phases overview
  • Design process
  • Construction timeline
  • Your role in the process
  • Common questions by phase

File Attachments​

Supported Files​

  • PDF documents
  • Images (JPG, PNG)
  • Office documents
  • Other common formats

Using Attachments​

Good uses for attachments:

  • Detailed guides (PDF)
  • Reference documents
  • Checklists
  • Process flowcharts
  • Visual aids

Managing Attachments​

  1. Navigate to topic
  2. View existing attachments
  3. Add new or remove old
  4. Test downloads work

Enabling Help Sections (For Staff)​

Help & Feedback​

  1. Go to Admin → Company Settings
  2. Find Client Portal section
  3. Enable Help & Feedback
  4. Create content
  5. Save settings

What to Expect​

  1. Go to Admin → Company Settings
  2. Find Client Portal section
  3. Enable What to Expect
  4. Create content
  5. Save settings

Content Maintenance​

Keeping Content Current​

  • Review articles periodically
  • Update when processes change
  • Remove outdated information
  • Add new topics as needed

Monitoring Usage​

Track what customers look for:

  • Common questions asked
  • Missing topics identified
  • Content gaps found
  • Update accordingly

Common Questions​

Why is Help section empty?​

You need to create content:

  • Add categories first
  • Create topics within categories
  • Enable the feature in settings

Can customers submit feedback?​

The section name includes "Feedback" but functionality depends on configuration. Use Messages feature for customer feedback.

Should I use both sections?​

Use based on your needs:

  • Help & Feedback for FAQs
  • What to Expect for process education
  • One or both depending on content

Troubleshooting​

Content Not Appearing​

Check that:

  • Feature is enabled
  • Categories exist
  • Topics created within categories
  • Content is published/active

Attachments Not Downloading​

Verify:

  • File uploaded successfully
  • File format supported
  • File not too large
  • Link not broken

Search Not Finding Content​

Ensure:

  • Content exists with those keywords
  • Search is indexing properly
  • Try different search terms