Within your learning site, you'll want to include relevant support and contact information for learners. In this article, we'll go over the ways you can customize the default Support page.
Use Case Information
The Support page is the learner’s first level of support when they have questions, before contacting your customer service team. By default, your Support page has three elements to it:
- Support Questions widget
- Contact Information
- Additional FAQs
If these building blocks do not fulfill your vision for your Support page, you can always create a completely custom experience. View your Support page by adding /support to the end of your site URL.
When configured you can control the following:
- Have your customer service contact information display
- Add FAQs to fit your learner's needs
- Design a completely custom support page
Designing the Support Page
The Support page has three building blocks that you can customize in different ways.
Support Questions widget
This widget will take up the majority of your Support page and has a group of default support questions maintained by Thought Industries. You cannot take away any questions from this list, however you can add additional FAQ questions.
Path to Edit: Site > Site Builder > Layouts > Support Layout > Edit
Tip
If you want to create a custom layout or you don't want to use the default questions, simply remove this widget when designing the Support Layout. Then add your own widgets, like a Double Column or HTML widget.
Custom Contact Information
Custom contact information is in the box to the right of the Support Questions widget. There is a WYSIWYG editor available when adding this text in the management interface. If a learner is viewing a smaller screen, it will jump to the bottom of any widgets on this page.
See the Add Contact Information section for steps.
Additional FAQs
You can add FAQ questions to any section of the Support Questions widget, or you can create a custom section.
See the Add FAQs section for steps.
Adding Contact Information
- From your homepage, select Site > Site Builder.
- In the left menu, select My Support/FAQ.
- Enter the Support Text that will be displayed on your Support page. We recommend including a support email address, as well as any additional info desired such as phone number or hours.
Tip
You can hyperlink text (e.g. "contact us") to a URL for easy access to email support, additional instructions, or help.
- Click Save.
Note
If you do not add any Contact Information here, the box to display the info to the learner will be blank on your Support page.
Adding FAQs
This step is optional and only necessary if you are using the Support Questions widget and would like to add questions.
- From your homepage, select Site > Site Builder.
- In the left menu, select My Support/FAQ.
- In the FAQ Questions section, click Add Section.
- If a section area already exists for the default or custom section you want to add a question to, skip this step and do not duplicate section areas on the Support/FAQ management page.
Note
Only add one section of the same name on the Support/FAQ management interface. If you have two section areas with the same name on the Support/FAQ management page, the newer questions will then override the old ones.
For example, if I've added a section and chose the "Manage My Account" section name, I should add all custom questions that apply in that section area.
- If a section area already exists for the default or custom section you want to add a question to, skip this step and do not duplicate section areas on the Support/FAQ management page.
- Choose an existing section to add your question to or create a custom section.
- Click Save.
- Next, click Add a Question.
- Add your Question Text and Answer.
- Click Save.
Learner Experience
The learner can be led to your support page in a variety of ways depending on your site navigation. By default, your site's footer has a link to your Support page.
You can also add the link to your support page in other places like your header or navigation links.
If you are using the default set up - the Support Questions widget, your custom Contact Information, and any additional FAQs - this is what it could look like.