Self Help Best Practices

When enabled, Smart Context automatically tags content created on a particular page with an Auto Tag. With Smart Context enabled, all content must have at least one Auto Tag attached to it. Otherwise, it does not appear in Self Help.

New users might not be aware of your Self Help widget's capabilities. It provides on-demand, contextualized help specific to the page they're on. To increase awareness, send emails or Pop-ups to introduce the feature to new user segments. For more information, see Create a Pop-up.

Configure Nudges to display a custom message on the Self Help FAB for first-time users. For more information, see the Attention section in Configure Self Help.

Animating the Self Help Tab catches end users' attention and helps them find answers themselves.

Integrate your existing content Repository with Whatfix and display them as contextual links in Self Help. This enables your end users to get relevant content inside your application rather than switching between applications.

Note:

To ensure QuickRead also includes your existing support articles in its summarized AI responses, integrate your Content Repository in Self Help.

For more information, see Integrate your Content Repository with Whatfix.

QuickRead provides summarized responses to user queries based on your Whatfix content and content in your integrated Repositories. To enable QuickRead, see How to Enable QuickRead?

For more information, see Introduction to QuickRead.

Segment Self Help using Tags so that end users receive relevant and focused content. Tag content based on the pages on which you want them to appear or the roles for whom you want them to appear. For example, to display certain content only to account managers, create a Role Tag and add it to your content.

For more information, see Add Page Tags and Role Tags to content.

Content only appears in a Self Help segment if its tags, such as Role Tags and Page Tags match the segment’s Tags. For more information, see Add Page Tags and Role Tags to content.

Note:

If your dashboard has at least one Role Tag, all content needs to have a Role Tag attached to it. Otherwise, the content won’t appear to your end users. For more information, see Content does not show in Self Help.

Grouping similar content inside Self Help provides context and helps your end users navigate better. Whatfix also enables you to create multiple sub-groups within a Group.

For more information, see Self Help groups.

Use the Tags option in Search Scope to control which content appears in search results. Add the correct Tags to ensure the content is visible. For more information, see Search Scope of a Self Help segment.

Adding Keywords to your content helps end users find relevant content, even when the search term does not match the term used in the content. For more information, see Help Users Find Content in Self Help using Keywords.

Note:

Keywords have a higher priority than the words included in your content. For example, the text entered in Describe your Flow.

Refer to the following hierarchy for the priority applied to the text evaluated by the Self Help search algorithm:

Name of your Flow > Search Keywords > Describe your Flow > Purpose of this step > Describe the step action

For more information, see Understand how Search Works in Self Help.

If Self Help is not appearing on the page, use Diagnostics to understand the issue, and then update the correct Visibility Rules. For more information, see Troubleshoot Self Help using Diagnostics.

Track and Analyze how your end users engage with your Self Help widget. Act on these insights to address user needs and increase their engagement with Self Help. For example, to address unanswered queries with no search results shown in Self Help, create new support articles and add them to the Self Help segment. For more information, see Self Help Analytics - New Guidance Dashboard.

Enable feedback collection from end users to enhance your Whatfix content and gain insights into your application. For more information, see Feedback.

Whatfix also enables you to integrate feedback received from end users with service desk tools, such as Jira, Zendesk, Freshdesk, ServiceNow, and more. For more information, see Integrate feedback with service desk tools.

Integrate your existing ticketing platform with the Self Help widget. This enables users to raise support tickets when they can't find relevant content. For more information, see Integrate Ticketing in Self Help.

Integrate your existing Live chat and Chatbot application in Self Help.  This enables end users to get direct support when they cannot find the help content they need.

• Live Chat: Connects users with your support representatives for direct assistance.  For more information, see Enable live chat when Self Help search result is empty.
  

• Chatbot: Offers users automated support to help them complete tasks independently. For more information, see Integrate Chatbot in Improved Self Help.

  

Self Help shows end users only the first 20 pieces of content in a segment, which is called the default listing. To configure the number of content pieces shown to end users, contact support@whatfix.com.

To ensure end users see the most relevant content first, group the content or manually reorder it within the segment.

If it's the first time you are setting up Self Help, content might not appear in the Development and Production instances when the conditions in How to configure environments and map stages? are incorrect.

For static content such as Links, Videos, Articles, and PDFs, add the Global-Page tag to the content. This ensures that static content shows on all pages when Smart Context is enabled. Segment content further using Page Tags and Role Tags.

Note:

If your account has multiple Global tags, select the one with the highest value. For example, if the tags in your account are Global-Page, Global-Page_1, and Global-Page_2, use Global-Page_2 to tag your content. For more information on viewing the Global tags available in your account, see How can I view the Global tags created in my account?