帮助中心¶
Odoo Helpdesk integrates with the Forum, eLearning, and Knowledge apps to create the Help Center. The Help Center is a centralized location where teams and customers can search for and share detailed information about products and services.
配置¶
To activate any Help Center features (Forums, eLearning, or Knowledge) on a Helpdesk team, go to and select a team, or create a new one. Verify the Visibility of the team is set to Invited portal users and all internal users (public) in the Visibility & Assignment section.
Additionally, the Website Form option on the Helpdesk team page must be enabled to activate any of the Help Center features. When one or more of the Help Center features is enabled, the Website Form is automatically enabled, as well.
危险
Since all of the Help Center features require integration with other applications, enabling any of them may result in the installation of additional modules or applications.
Installing a new application on a One-App-Free database will trigger a 15-day trial. At the end of the trial, if a paid subscription has not been added to the database, it will no longer be active or accessible.
知识¶
Odoo’s Knowledge application is a collaborative library, where users can store, edit, and share information. The Knowledge app is accessible throughout the database by clicking on the Knowledge (bookmark) icon.
在Helpdesk团队上启用知识¶
To enable the Knowledge feature on a Helpdesk team, go to and select a team, or create a new one.
当团队被选择或创建后，Odoo会显示该团队的详细表单。
On the team’s detail form, scroll down to the Help Center section. Then, click the box next to Knowledge to activate the Knowledge feature. When clicked, a new field labeled, Article appears.
点击 文章 字段会显示一个下拉菜单。一开始，下拉菜单中只有一个选项，标题为 帮助，这是Odoo默认提供的。从下拉菜单中选择 帮助 来选择这篇文章。
小技巧
要创建新文章，请转到 ，然后将光标悬停在位于左侧边栏的 工作区 部分标题旁边。将光标移动到那里会显示一个隐藏的 ➕ (加号) 图标。
Click the ➕ (plus sign) icon to create a new article in the Workspace. In the upper-right corner of the page, click the Share button, and slide the Share to Web toggle switch until it reads Article Published. It can then be added to a Helpdesk team.
一旦文章被创建并分配给 Helpdesk 团队，内容可以通过 Knowledge 应用程序进行添加和组织。
从帮助台票中搜索文章¶
当 Helpdesk 团队的成员尝试解决一个工单时，他们可以在 Knowledge 应用中搜索相关内容以获取更多关于该问题的信息。
To search Knowledge articles, open a ticket — either from the Helpdesk app dashboard, or by going to , then select a ticket from the list.
When a ticket is selected, Odoo reveals that ticket’s detail form.
Click the Knowledge (bookmark) icon, located at the top-right of the page, to open a pop-up search window.
小技巧
Knowledge articles can also be searched by pressing Ctrl + K to open the command
palette, then typing ?, followed by the name of the desired article.
当Odoo显示所需的文章时，点击它，或者高亮显示 文章 标题，然后按下 Enter 。这将在 知识 应用程序中打开文章。
要在新标签页中打开文章，请按下 Ctrl + Enter。
小技巧
If a more in-depth search is required, press Alt + B. That reveals a separate page, in which a more detailed search can occur.
Share an article to the Help Center¶
To make a Knowledge article available to customers and website visitors, it must be published.
重要
Even though the Help article has been enabled on a team, Odoo does not share all the nested articles to the web. Individual articles intended for customers must be published for them to be viewable on the website.
To publish an article, navigate to the desired article, by following the above steps, and click the Share icon in the upper-right corner. This reveals a menu. Slide the toggle button labeled Share to Web to read Article Published.
Solve tickets with a clipboard box¶
Clipboard boxes can be added to Knowledge articles to allow content to be reused, copied, sent as messages, or added to the description on a ticket. This allows teams to maintain consistency when answering customer tickets, and minimize the amount of time spent on responding to repeat questions.
Add clipboard boxes to articles¶
To create a clipboard box, go to . Click on an existing nested article or create a new one by clicking the ➕ (plus sign) icon next to Help.
Type / to open the powerbox, and view a drop-down list of commands. Select or type clipboard. A gray block is
then added to the page. Add any necessary content to this block.
注解
Clipboard boxes only display the Use as description or Send as Message options if they are accessed directly from the Helpdesk.
Use clipboard boxes in tickets¶
Clipboard boxes can be used to respond directly to a Helpdesk ticket as a message, or to add information to the ticket’s description.
To use clipboard boxes in a Helpdesk ticket, first, open a ticket, either from the Helpdesk dashboard or by going to and selecting a ticket from the list.
Click on the Knowledge (bookmark) icon in the top-right corner. This opens a search window. In this search window, select, or search, for the desired article. Doing so reveals that article page in the Odoo Knowledge application.
To use a clipboard box to respond to a ticket, click Send as message in the upper-right corner of the clipboard box, located in the body of the article.
Doing so opens a Compose Email pop-up window. In this window, select the recipients, make any necessary additions or edits to the clipboard content, then click Send.
小技巧
To use a clipboard box to add information to a ticket’s description, click Use as description in the upper-right corner of the clipboard box, located in the body of the article. Doing so does not replace the existing text in a ticket’s description. The content from the clipboard box is added as additional text.
社区论坛¶
一个 社区论坛 为客户提供了一个互相回答问题和分享信息的空间。通过将论坛与 Helpdesk 团队集成，客户提交的工单可以转换为帖子并共享。
在Helpdesk团队上启用论坛¶
To enable Community Forums on a Helpdesk team, start by navigating to and select a team, or create a new one.
Selecting or creating a team reveals that team’s detail form. Scroll down to the Help Center section of features, and enable Community Forum, by checking the box beside it.
当激活时，一个新的字段标记为 Forums 出现在下方。
点击空白的 Forums 字段以显示下拉菜单。默认情况下，一开始只有一个选项，标记为 Help。这是在启用 Community Forums 功能时，Odoo 自动创建的选项。从下拉菜单中选择 Help 以启用该论坛。
要创建一个新的论坛，请在空白的 Forums 字段中输入名称，然后点击 Create and Edit 选项。可以在此字段中选择多个论坛。
从帮助台工单创建一个论坛帖子¶
当 Helpdesk 团队启用了 Forum，提交给该团队的工单可以转换为论坛帖子。
要做到这一点，请选择一个工单，可以从团队的流水线中选择，也可以从 在 Helpdesk 应用程序中选择。
在工单详细表单的顶部，点击 在论坛上分享 按钮。
When clicked, a pop-up window appears. Here, the Forum post and Title can be edited to correct any typos, or modified to remove any proprietary or client information.
Tags can also be added to help organize the post in the forum, making it easier for users to locate during a search. When all adjustments have been made, click Create and View Post.
电子学习¶
Odoo eLearning 课程为客户提供了额外的培训和内容，包括视频、演示和认证/测验。提供额外的培训使客户能够自行解决问题并找到解决方案。他们还可以更深入地了解他们正在使用的服务和产品。
在Helpdesk团队上启用电子学习课程¶
To enable eLearning courses on a Helpdesk team, go to and select a team, or create a new one.
On the team’s settings page, scroll to the Help Center section, and check the box next to eLearning. A new field appears below, labeled Courses.
点击 课程 旁边的空白字段，在 eLearning 功能下方，以显示下拉菜单。从下拉菜单中选择一个可用的课程，或在字段中输入一个标题，并点击 创建和编辑 以从此页面创建一个新课程。一个团队可以被分配多个课程。
创建一个在线学习课程¶
可以从 Helpdesk 团队的设置页面（如上一步骤所示）或从 eLearning 应用程序中创建新的 eLearning 课程。
要直接通过 eLearning 应用程序创建课程，请导航到 。这将显示一个空白课程模板，可以根据需要进行自定义和修改。
在课程模板页面上，添加一个 课程标题，然后在下面添加 标签。
Click on the Options tab.
Under Access Rights, select which users are able to view and enroll in the course.
The Show Course To field defines who can access the courses. The Enroll Policy field specifies how they can register for the course.
Under Display, choose the preferred course Type.
添加内容到在线学习课程¶
要向课程添加内容，请单击 Content 选项卡，然后选择 Add Content。从下拉菜单中选择 Content Type，然后上传文件，或者在指示处粘贴链接。完成后，单击 Save。单击 Add Section 以将课程组织成章节。
注解
为了给课程添加认证，请转到 ，勾选标签为 认证 的复选框，然后点击 保存 以激活该设置。
另请参阅
发布一个在线学习课程¶
To allow customers to enroll in a course, both the course and the contents must be published.
小技巧
If the course is published, but the contents of the course are not published, customers can enroll in the course on the website, but they are not able to view any of the course content. Knowing this, it may be beneficial to publish the course first, if the course contents are intended to be released over time, such as classes with a weekly schedule.
要使整个课程一次性可用，必须先发布每个课程内容，然后才能发布课程。
要发布课程，请从 eLearning 仪表板中选择一门课程。在课程模板页面上，点击 转到网站 智能按钮。
这将显示课程网页的前端。在课程网页的顶部，将 Unpublished 切换按钮移动到 Published。
从后台发布电子学习课程内容¶
To publish eLearning course content from the back-end, choose a course from the eLearning dashboard. On the course template page, click the Published Contents smart button.
这样做会显示一个单独的页面，显示与该课程相关的所有已发布的内容。从右上角的搜索栏中删除默认的 已发布 过滤器，以显示与该课程相关的所有内容 - 即使是未发布的内容。
Click the ≣ (bars) icon in the upper-right corner, directly beneath the search bar to switch to list view.
While in list view, there is a checkbox on the far-left of the screen, above the listed courses, to the left of the Title column title. When that checkbox is clicked, all the course contents are selected at once.
With all the course content selected, click any of the boxes in the Is Published column. This reveals a pop-up window, asking for confirmation that all selected records are intended to be published. Click Confirm to automatically publish all course content.
