I see you can paste the URL of a video in a post but can you actual play the video in the post? I want to keep the user in the community and not have them leave. Am i missing something simple.
Stas - thanks for the quick reply. Ok so you can't add one into a general post? Say I have a customer who posts a problem and i add a comment, hey watch this short how to video, I can't add to the comment I would need to link the post to a KB article?
Stas - thanks for the quick reply. Ok so you can't add one into a general post? Say I have a customer who posts a problem and i add a comment, hey watch this short how to video, I can't add to the comment I would need to link the post to a KB article?
We've had ability to add embedded video before, but deprecated it, as most likely you'll need video embedded in manuals or instructions.
If you are to point user to the video manual, it would be reasonable to include it in your Knowledge Base and add link to your article, as user will get not just video, but extended information about what he is looking for.
For our point of view, embedded video should be used only in knowledge base or announcement. Otherwise, it would be more than enough to put the link to your article with instructions or just link to your video.
Thank you for understanding.
Lee,
We've had ability to add embedded video before, but deprecated it, as most likely you'll need video embedded in manuals or instructions.
If you are to point user to the video manual, it would be reasonable to include it in your Knowledge Base and add link to your article, as user will get not just video, but extended information about what he is looking for.
For our point of view, embedded video should be used only in knowledge base or announcement. Otherwise, it would be more than enough to put the link to your article with instructions or just link to your video.
Ok that makes sense. We are just in the process of reviewing the system to see if it will work for our needs. So far so good.
Ok going to do a bad community thing. I have another question...
Does the main search engine search comments made on posts or only main post titles and main body. or will the search search the best answer post as well. Just testing to see if we add details in a comment if the search will pick up a tracking ID number.
Ok that makes sense. We are just in the process of reviewing the system to see if it will work for our needs. So far so good.
Ok going to do a bad community thing. I have another question...
Does the main search engine search comments made on posts or only main post titles and main body. or will the search search the best answer post as well. Just testing to see if we add details in a comment if the search will pick up a tracking ID number.
The search works with titles, descriptions, tags and merged topics. if you want to add specific information to the topic to be filtered or searched by, please add it as a property (custom field), or agents can add it as a tag (additional grouping to categories of topics).
This way you can do 2 use cases:
If you want user to state specific information while adding idea, question or problem, just add custom field with tracking ID;
If tracking id should be added after submitting request by user, and agent is in charge of, agent should just add tag to the topic called Tracking ID. Here, tags area could be private and visible only to agents, so they would filter all topics in reports or by clicking on tag to get all topics with this tracking id.
Let us know if you have more questions, or if it's clear in my explanation. I would be glad to answer other of your questions just with bit more details.
Lee,
The search works with titles, descriptions, tags and merged topics. if you want to add specific information to the topic to be filtered or searched by, please add it as a property (custom field), or agents can add it as a tag (additional grouping to categories of topics).
This way you can do 2 use cases:
If you want user to state specific information while adding idea, question or problem, just add custom field with tracking ID;
If tracking id should be added after submitting request by user, and agent is in charge of, agent should just add tag to the topic called Tracking ID. Here, tags area could be private and visible only to agents, so they would filter all topics in reports or by clicking on tag to get all topics with this tracking id.
Let us know if you have more questions, or if it's clear in my explanation. I would be glad to answer other of your questions just with bit more details.
Stas, no rush on the response since it is a holiday.
I did the following test. I added '123890' as a tag on a post, then I went and searched, no return. If I add the ID to the post title it will return. Seems that the tag is not searching numbers? Can you confirm that this is as is functionality.
I also add the ID to a KB article main body, no luck with search or tag. Can you confirm that this is working.
One request, or can this be something that we can add orselves, the ability to add a tag to a commit or reply.
All of our product defects are tracked by numbers so we want to make sure that we can use tags, add ID in KB articles, etc and have the search work.
Stas, no rush on the response since it is a holiday.
I did the following test. I added '123890' as a tag on a post, then I went and searched, no return. If I add the ID to the post title it will return. Seems that the tag is not searching numbers? Can you confirm that this is as is functionality.
I also add the ID to a KB article main body, no luck with search or tag. Can you confirm that this is working.
One request, or can this be something that we can add orselves, the ability to add a tag to a commit or reply.
All of our product defects are tracked by numbers so we want to make sure that we can use tags, add ID in KB articles, etc and have the search work.
If you use numbers in tags, the best way here would be going to Reports at the left agents navigation and in Browse, please enter the tag and click Run the report. That way you'll get all objects with that tag.
For these tags to be searchable, you should have at least 8-10 topics so your db is indexed + make some changes in mysql.ini file. We'll provide all instructions on that when you'll have license, so no worries, you should get the expected result on selecting by any tag or searching by number
Hello Lee,
If you use numbers in tags, the best way here would be going to Reports at the left agents navigation and in Browse, please enter the tag and click Run the report. That way you'll get all objects with that tag.
For these tags to be searchable, you should have at least 8-10 topics so your db is indexed + make some changes in mysql.ini file. We'll provide all instructions on that when you'll have license, so no worries, you should get the expected result on selecting by any tag or searching by number
Hello Lee,
You can add embedded youtube or vimeo video in a article of knowledge base or announcement.
Hello Lee,
You can add embedded youtube or vimeo video in a article of knowledge base or announcement.
Stas - thanks for the quick reply. Ok so you can't add one into a general post? Say I have a customer who posts a problem and i add a comment, hey watch this short how to video, I can't add to the comment I would need to link the post to a KB article?
Stas - thanks for the quick reply. Ok so you can't add one into a general post? Say I have a customer who posts a problem and i add a comment, hey watch this short how to video, I can't add to the comment I would need to link the post to a KB article?
Lee,
We've had ability to add embedded video before, but deprecated it, as most likely you'll need video embedded in manuals or instructions.
If you are to point user to the video manual, it would be reasonable to include it in your Knowledge Base and add link to your article, as user will get not just video, but extended information about what he is looking for.
For our point of view, embedded video should be used only in knowledge base or announcement. Otherwise, it would be more than enough to put the link to your article with instructions or just link to your video.
Thank you for understanding.
Lee,
We've had ability to add embedded video before, but deprecated it, as most likely you'll need video embedded in manuals or instructions.
If you are to point user to the video manual, it would be reasonable to include it in your Knowledge Base and add link to your article, as user will get not just video, but extended information about what he is looking for.
For our point of view, embedded video should be used only in knowledge base or announcement. Otherwise, it would be more than enough to put the link to your article with instructions or just link to your video.
Thank you for understanding.
Ok that makes sense. We are just in the process of reviewing the system to see if it will work for our needs. So far so good.
Ok going to do a bad community thing. I have another question...
Does the main search engine search comments made on posts or only main post titles and main body. or will the search search the best answer post as well. Just testing to see if we add details in a comment if the search will pick up a tracking ID number.
Ok that makes sense. We are just in the process of reviewing the system to see if it will work for our needs. So far so good.
Ok going to do a bad community thing. I have another question...
Does the main search engine search comments made on posts or only main post titles and main body. or will the search search the best answer post as well. Just testing to see if we add details in a comment if the search will pick up a tracking ID number.
Lee,
The search works with titles, descriptions, tags and merged topics. if you want to add specific information to the topic to be filtered or searched by, please add it as a property (custom field), or agents can add it as a tag (additional grouping to categories of topics).
This way you can do 2 use cases:
Let us know if you have more questions, or if it's clear in my explanation. I would be glad to answer other of your questions just with bit more details.
Lee,
The search works with titles, descriptions, tags and merged topics. if you want to add specific information to the topic to be filtered or searched by, please add it as a property (custom field), or agents can add it as a tag (additional grouping to categories of topics).
This way you can do 2 use cases:
Let us know if you have more questions, or if it's clear in my explanation. I would be glad to answer other of your questions just with bit more details.
Replies have been locked on this page!