🟦 Create a guide

A guide is an interactive decision tree that allows you to break down complicated procedures into several steps to reach a response or an operating mode.

The display of procedures depends on the choices made in the previous step.

The ergonomics allow the administrator to create content that the advisor will browse.

A guide is materialized by a blue visual:

The "guide" format is distinguished from the "article" format, a simple format that allows you to focus precisely on a theme, a specific operating mode or a professional gesture →

🎯 Use cases

• Break down your long and complex procedures into different steps and alternatives.

• Allow your advisors to only be aware of the procedure elements associated with the client case to be processed.

⚒ Create a guide

A guide can only be created within a collection → see the article

There isno limit to the number of guides that can be created within a simple or nested structure collection.

To create a guide, follow these steps:

1. Select the collection in which to integrate your guide;

2. Click on "Add an element";

3. Choose "Guide";

4. Give a name to your guide;

5. Your guide has just been created.

6. You can open it to start editing the content:

⚒ Create a Step (Branch)

You can create and manage steps in two different ways:

📝 From the Main Editor

To create a step from the main editor, follow these steps:

1. Click on "Add a step";

2. Give your step a short and clear name;

3. Click on the step to edit its content.

You can perform several actions on a step using the icons that appear to the right of the button:

1. Edit the name of a step using the "🖊" icon;

2. Move a step to another location within the same guide or to another guide. To do this, simply click the second arrow to the right of the step button;

   

3. Create a redirect within a step to other content by copying and pasting the URL of the content you want to redirect the advisor to. This way, when the advisor clicks on the step, they will leave the guide and be redirected to other knowledge base content that will help them continue and provide an answer to the customer;

   

4. Delete the step by clicking the "🗑" icon.

🔀 From the Mayflow View

The flowchart view gives you a visual approach to managing your guide steps. From this view, you can:

• Create a step directly in the logical flow;

• Create sub-steps to further structure your guide;

• Archive steps you no longer want to use;

• Rename existing steps;

• Move steps to reorganize your guide flow;

• Preview a step by clicking on it.

This view gives you an overview of your guide and lets you structure it intuitively.

✨ Information and features of a guide

Guide contributors

Under the title of the guide, you have access to the name of the content creator, as well as the date of the last update. By clicking on this information, a modal will appear on the right to give you access to:

• the name of the author and the date of creation of the content;

• the history of updates (date of update and name of the editor);

• the total number of contributors on the content.

Guide status and features

When creating your guide, it is in "Draft" mode. You can see icons on the left of the guide title.

If you click on "Draft" to change its status to "Published", you will see new icons. Each icon has a specificity that allows you to feed the content to increase its performance in the interest of advisors.

📝 List of features

"Show Guide Architecture" Icon

This feature allows you to:

• View the steps and sub-steps of the guide process;

• Create new steps or sub-steps in the guide process using the dedicated button that appears when you hover over a step;

• Preview the content of a step by clicking on it;

• Expand the sub-steps of a specific step by clicking the dedicated button that appears when you hover over the step;

• Go directly to the desired step by clicking the dedicated button that appears when you hover over the step;

• Navigate and view the decision tree using the zoom feature and the mini-map to see where you are in the process;

• Move steps or sub-steps to another branch of the same guide (using drag and drop);

Agents have the same permissions on the advisor interfaces, except for editing features.

"Edit aliases" Icon

An alias is a keyword that will be attached to your content.

This keyword must be a synonym of a term related to your content.

These aliases will not be visible in the content itself.

If this keyword is used by an agent in the search bar, your content will be proposed to him.

Several aliases can be entered for the same guide.

Each keyword can be integrated into a strategic step of the guide, provided that the step is qualified as a "key step" (see the section below "Add as key step icon").

Example: guide "Perform a refund":

• At the main step: "rmbt" or "refund";

• At the "Total Refund" sub-step: aliases "integral", "global", "totality";

• At the "Partial Refund" sub-step: alias "limited".

"Add a suggested response to send" Icon 

Integrate your suggested responses at each step of the guide to guide the advisor on the response to provide to the client.

This response can be automated when you connect Mayday to software such as Zendesk, Intercom, Salesforce, etc.

"Create a notification to report changes" Icon 

You can notify your advisors in one go to alert them of a change or urgency →

“Rename” Icon

You can rename the title of your content at any time by clicking on the style icon to the right of the title. The modification will be instantly visible on the advisor side and within the content redirection links.

“Display settings for this content” Icon 

You can manage the settings of your content by adding labels, for example, or by checking if verification processes have been put in place.

💡 Find more information here:

💡 Additional features

Once your guide is created, on the content page, you can perform several actions by clicking on the three dots “…” present at the top right of the page:

• Open content settings;

• Copy content URL;

• View content version history;

• Create a template from this content to reuse its structure;

• Archive content (it will be possible to restore it later).

• Permanently delete content.

It is also possible to clone the content within the same knowledge base or another knowledge base.

To do this, follow these steps:

1. Go to the collection page containing the content;

2. Click on the three dots "..." on the right of the content;

   📸 View page

   

3. Select the knowledge base and then the collection/sub-collection where you want to insert the cloned content.

4. Click on "Select" and then on "Validate".