There are two different display options (modes) for the Help Center List component.

• The Single Level Mode provides a view where parent tags (main categories) are displayed in the left column and their child tags (sub-categories) are rendered above the questions as horizontal buttons. This way, a portal visitor can based on the main category, refine the search based on sub-categories.
• The Multi Level Mode provides a view where all tags (categories) are only displayed in the left column. Clicking on a category loads its child tags (sub-categories) until the last child of this tag is found.The questions are then loaded in the questions area.

Please see the Tags set-up for learning how to set up the tag structure properly.

Attention:

If you choose to use the Multi-level mode, be sure to create all the Help Center tags accordingly (as explained below). Re-ordering your tags in the Tagging Console is not possible.

Single Level:

In the Single Level Mode, the main tags, that serve as categories for each question, are displayed on the left side. Clicking on such, displays all the Question & Answer pages that are tagged with this respective tag or one of its sub-tags. Depending on the main tag chosen, it is possible to display sub-categories for each main category, displayed as horizontal buttons above the questions.

Multi Level:

In the Multi Level mode, the main tags are also displayed on the left side. But unlike the Single Level mode, they do not have any questions attached to them. Instead, they just serve as a click-through menu to get to the desired sub-tag.

Searching for desired topic can either be performed via the Full Text Search or the Filter Tags. Depending on the chosen mode, the Filter Tags search behaviour varies.

Single Level Mode

Check out this animated image to see how the category filters work in a Single Level Mode.

Detailed description of each step:

Multi Level Mode

Check out this animated image to see how to click through the main categories in order to find the correct question in the Multi Level Mode.

Detailed description of each step:

Full Text Search

The Full Text Search input field is automatically added in both Modes and enables the portal user to put in a search query to find the desired question topic. The search is performed on Tags, the Question and all Answer components (all defined in a Question and Answer page).

After entering a search term, it gets displayed as a deletable button just above the Questions and Answers.

Single Level Mode display

Multi Level Mode display

The source pages of the FAQ feature are the Question & Answer pages. In order to categorize and gain the ability to filter the questions, each page must be tagged with one or more tags. Only then it is possible for a portal user to search through the categories in order to find the desired question.

Attention:

Be aware that Tags, once created and added to pages cannot be re-named or moved in the Tagging Console anymore. It is therefore essential that a clear tagging concept is thought of before creating the tags.

General:

Help Center tags are ordinary tags and can be set up as described in the Tagging help pages. It is highly recommended though to use separately created Help Center tags in order to have a clear structure and not to lose the overview.

An example set-up would look as follows:

Single Level:

For a Single Level Help Center List, every tag, that shall be displayed as a main category on the left side (in yellow) must be added seperately as a Filter Tag.

Choosing a main category displays all questions that are tagged with the main category or one of its child tags as a list. Above the questions, all its sub-tags (in pink) are displayed as horizontal buttons that enables the portal visitor to refine the search.

If a sub-tag is chosen, only pages with the respective tag are loaded. If only a main category is chosen, all the pages that are tagged with this tag including all its sub-tags are displayed.

Editorial hint:

Question & Answer page tagging for Single Level Mode

Because of the fact, that if a main category gets chosen by a portal visitor, all questions that are tagged with either the parent or one of its sub-tags are loaded, it is enough to tag a Question and Answer page with a sub-tag only.

For more information please also refer to the Question and Answer page help page.

Multi Level:

In a Multi Level Help Center List, only the main Help Center tag (parent tag) must be added as Filter Tag.

All first level children tags (in yellow) are then automatically listed in the left column as main categories. If there are first level children tags that shall not be listed, the Exclude Filter Tags can be defined.

Choosing a main category opens only all its direct children (in pink). Every click on a child category opens again its child until there are no more children. Only then the derived Questions and Answers are loaded.

This means that it would actually be enough to tag a Question and Answer page with only the last child tag (here: e.g. Schadensabwicklung), because pages that are tagged with tags that lay in between the 1st child and the last child Tags are not listed at all. Except if a Featured Tag is used it is possible to also define a tag in between (here: e.g. Sachversicherung). Upon opening the Help Center List, all pages with this tag would then be listed.

For more information please also refer to the Question and Answer page help page.

Editorial hint:

Question & Answer page tagging for Multi Level Mode

In a Multi Level Mode only Question and Answer pages of the last sub-tag are displayed. This means that it is essential that it is made sure, that every page is actually tagged with a last child tag. Otherwise it is not accessible for a portal visitor when clicking through the categories.

Nevertheless it is recommended to also tag every page with all its parent tags (so in the above example for the page Schadensabwicklung, it would be: Vorsorgen & Versichern, Sachversicherung, s Mobile Protect and Schadensabwicklung. By doing so, it is possible to define a Featured Tag (e.g. Vorsorgen & Versichern) and the Help Center List, on first loading, would display all questions that are tagged with this tag.

Additionally, it is also possible to add this tag in the Help Center component as Question Tag, in order to display various questions from this category.

For more information please also refer to the Question and Answer page help page.

Featured Tag:

The Featured Tag function provides the possiblity to display questions that are tagged with a defined tag upon opening the Help Center page. So instead of the default view, the Featured Tags pages are listed, including the Featured Headline (that can be configured separately).

The Featued Tag can either be any existing Help Center tag or, like in the example below, a unique tag to display the most frequently asked questions from various categories.

This means of course, that all Question & Answer pages need to be additionally tagged with the chosen Featured Tag.

In the Help Center List component edit dialogue, all settings for the FAQ page can be configured. For a functioning list, Help Center Tags and Question and Anwer pages must be created beforehand.