News and announcements
When creating categories, you can choose either News or Announcements type, and when adding an article on either of these types of categories using the 'Add Article' button will result in article that is associated with the selected category type:
- News Articles: these are like regular articles that can be searched and is presented in a special category type for agents to easily access and also appears in the notification bell listing in the widget
- Announcements: This is an article but not part of a set that is searchable. It is created to accommodate ad hoc information that needs to be communicated to agents quickly. The most recent announcements will always appear as a banner in a carousel on the Agent Application (5 of the lastest announcements are presented in the carousel).
Announcements
To create an announcement from the Admin Portal, you will need to:
- Access the Knowledgeable Management System
- Choose Announcements category from the menu to the left
- Click on the “Add Article” button to the right of the screen
The Editor allows you to:
- Edit text
- Select the Type of announcement
- Choose. Publish date
- Check the visibility checkbox
- Choose the Language for your announcement
Please note that language you choose for the announcement will determine the agents that the announcements are shown to based on what languages, and the announcement category that are made available to the seleceted groups or users. For example, Danish announcements will only be shown to users with Danish as their allowed language.
After you have made your edits, click on Save to process the announcement, or Cancel to reject your changes.
The latest announcement that has been saved will always appear as a banner on the Agent Application in a banner carousel (upto 5 of the most recent including updated content). Agents can choose to close the announcement banner to dismiss it and will not be presented to then until either a new announcement is published or an existing one is updated.
Announcements are not searchable.
News
To create a news article from the Admin Portal, you will need to:
- Access the Knowledgeable Management System
- Select a News category from the left menu
- Click on the “Add Article” button to the right of the screen
- The standard article editor will appear and you can customise the news article accordingly.
News articles are searchable and can be accessed at any time using the special News category as well as from the list under the notification bell icon where the latest news and announcements are shown.