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About M2 FAQThe FAQ extension for Magento 2 by Aheadworks eases the load on the support team of the store by allowing customers to find answers to urgent questions in a simple and convenient way. Having answered a question a couple of times store representatives may want to compose an article with step-by-step instructions on how to avoid the issue. The answers can be composed using the native Magento What You See Is What You Get editor (WYSIWYG), which also allows for use of various media sources. Some of the articles can be edited for internal company educational purposes with the help of customer group management and multi-store support. Some of the articles can be relevant only to a particular audience, for example, questions on payment methods available only for certain countries, worldwide delivery notice for international customers. With the help of the FAQ extension for Magento 2, store administrators can target the audience they want to have more insight into the question. Customers are suggested to rate the helpfulness of articles. When answers do not meet the expectations, and the customer rates the article poorly, a notification with a suggestion to contact the support team or send feedback will appear. The notification can be adjusted according to the accepted support model. What's New?The Chat-bot addon is available as of version 1.3.0 of the present extension. The Chat-bot comes as a separate pack and is included into the download of M2 FAQ 1.3.0. The Store-Admin is free to install the Chat-bot or not to do so. The Chat-bot has multiple configuration options, including anti-spam protection and ticket creation. In FAQ version 1.4.1 following is added:
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At the storefront, FAQ can be accessed via the main navigation menu.
The FAQ page consists of the following elements:
Depending on the settings of the extension FAQ Categories can display a limited number of articles, the remaining rest will be cropped under the 'Read <number of extra articles> more articles' link. Clicking on the link, a customer will be redirected to a dedicated FAQ category page featuring all the classified articles.
Dedicated article search can be used to search for an article by a keyword. Articles matching the search word in the title come first, then - articles where the search word is found within the article content.
This is how articles look like. Along with the answer, customers can see the helpfulness of the article as rated by other users. Moreover, they can cast their votes too. Depending on how customers rated an article they are either displayed the 'Thank you' message or a notification with a suggestion to provide feedback or contact the support team. To simplify the navigation, customers can select the needed article in the sidebar.
The FAQ tab is added to the product page. Customers can check the information related to a product.
Proceed to Stores → Configuration → Aheadworks extensions → FAQ to configure the extension. The settings come in three sections: General, SEO and Article Helpfulness.
The General Settings section controls the behavior, layout, metadata, and availability for particular customer groups within the present extension. The following settings are available within the section:
If you set to Yes Enable Ask a Question form on the article pages field it will be required to fill in the new field Email address for the questions from article pages. |
Untick the Use system value check-box next to the Who can view FAQ content for custom selection of customer groups. The list supports multi-select. |
The Articles Helpfulness section controls the behavior of the extension with regard to the article helpfulness rating. The following settings are available within the section:
This is where you optimize your FAQ for the best search outcomes with modern search engines. The SEO section features the following sections:
URL Suffix - to forward-slash or not? This is mostly the question of a forward slash, which is often automatically added to a url by many blog platforms like WordPress, for example. The addition of a slash at the end of aURL (aka trailing slash)instructs the webserver to search for a directory. This speeds the web page loading because the server will retrieve the content of the web page without wasting time searching for the file. However, this is not the rule, but a recommendation of the present day. You may either use the trailing slash or not, but make sure the choice is consistent. It is important to stick to the preferred version and enforce a common policy for all the URLs of the website, including those in the site map. In some cases, the non-trailing slash and trailing slash version don’t redirect to the same version of a page. This can be the case when you migrate your FAQ from WordPress to Magento. WordPress delivers the same content with and without the trailing slash. Migration may break the ties. To prevent showing multiple results to the visitors, set up redirection to the preferred URLs. In the latest version (1.2.0) of the extension, this could be done with the help of the Create Permanent Redirect for URLs if URL Key Changed selector. |
Page title separators Separators bring structure and clarity to your page titles. The key is to choose characters that facilitate usability while enhancing the aesthetic quality of your titles. From aSEOperspective, the sequence in which title elements appear is an important ranking factor. Placing your post title information before other title elements increases page relevance in the search engines.Then, eliminating unnecessary elements such as page type and FAQ tagline improves readability and keeps the focus on the essential. To improve the structural and semantic clarity of the titles, you might inject an alternate character or two. Instead of using hyphens after every the title element, you could use a more distinctive character such as the bullet ( • ) or vertical bar ( | ) to distinguish the main title of the article from the other title elements. |
Canonical tags A canonical tag (aka "rel canonical") is a way of telling search engines that a specific URL represents the master copy of a page. Using the canonical tag prevents problems caused by identical or "duplicate" content appearing on multiple URLs. Practically speaking, the canonical tag tells search engines which version of a URL you want to appear in search results. For example, if your FAQ is configured to include the category path in article URLs, your store will generate multiple URLs that point to the same product page:
When canonical meta tags for categories are enabled, the category page of your FAQ includes a canonical URL to the full category URL: http://site.com/faq/payment/payment_methods/offline_payment_methods/payment_on_credit/ When canonical meta tags for articles are enabled, the article page includes a canonical URL to the domain-name/article-url-key because article URL keys are globally unique. http://site.com/faq/payment_on_credit/ Canonical tags vs. redirects One common SEO question is whether canonical tags pass link equity-like 301 redirects. In most cases, they seem to, but this can be a dangerous question. Keep in mind that these two solutions create two very different results for search crawlers and site visitors. If you 301 redirect Page A → Page B, then human visitors will be taken to Page B automatically and never see Page A. If you rel-canonical Page A → Page B, then search engines will know that Page B is canonical, but people will be able to visit both URLs. Make sure your solution matches the desired outcome. |
The settings above echo those in Stores → Config → Catalog → Catalog → Search Engine Optimization. For more details on SEO practices in Magento 2 refer to the official Magento 2 use guide.
To finalize the settings click the 'Save config' button at the top right of the page.
To populate FAQ with question categories, navigate to Content → FAQ by Aheadworks → Categories.
The page features a grid to aggregate all categories available for the FAQ. The grid shows the following columns:
To add a new category, click on the Add New Category button at the top of the page. To edit a category, click on the name of the category in the grid. To delete or change the status of a category, tick the checkbox to the left of the category name and apply action from the Actions folding list above the grid (bulk action is supported too).
Categories represent a thematic unit of FAQ extension. Categories are suggested to contain a set of articles on a particular theme.
Category settings are split into two sections: General Settings and SEO:
General Settings come as a list of the following parameters:
In the Content area you Admin can edit category description. The content area provides a text-box with a WYSIWYG editor to type-in and format a reply to a question, or to provide information on the topic.
SEO Settings come as a list of the following parameters:
Click Save Category in the top right to finalize category configuration.
To populate FAQ with articles, navigate to Content → FAQ by Aheadworks → Articles.
The page features a grid to aggregate all articles available for the FAQ. The grid shows the following columns:
To add a new article, click on the Add New Article button at the top of the page. To edit an article, click on the name of the article in the grid. To delete or change the status of an article, tick the checkbox to the left of the article name and apply action from the Actions folding list above the grid (bulk action is supported too).
Settings for an article are split into three sections: General Settings, Content, and Statistics.
The General Settings come as follows:
When "Show the whole article in the Chatbot" is set to No, the "Short Content" field is available. Enter the text, different to that of the full text of the article, you want Chat-bot to display to the Customer when he/she chooses the article to read. This text is not displayed on the page of the article, and is visible only in the chat window.
The Content block suggests a text-box with a WYSIWYG editor to type-in and format a reply to a question, or to provide information on the topic.
On EE stores if Page Builder is enabled > " Show the whole article in the Chatbot" = No > "Content" field is filled > In Chat Bot the text is absent. On CE, EE where Wysiwig is enabled the text from the"Content" field is displayed |
The Statistics block allows configuring helpfulness of the article. The block is represented with two fields:
By default, 0 is the value of the above parameters. Active articles in the editing mode herein will show real numbers of customers rating. It is possible to adjust the numbers if need be. |
Click Save Article in the top right to finalize article configuration.
To configure Chat-bot, go to Stores → Configuration → Aheadworks Extensions → Chatbot.
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To disable the Chat window auto-appearing and Chat window auto-minimizes options set the respective value to 0 or leave the field empty. |
Chat box appears automatically on frontend pages a few seconds (see Chat window auto-appearing) after the load of the page. The chat box always stays on the screen. When idle for the given time (see Chat window auto-minimizes), the chat box minimizes automatically. When minimized, the chat box displays the image and title of the Chat-bot.
To manually minimize the chat window, the Customer click on the "-" icon in the top right of the chat box. To open the window, the Customer clicks on the minimized bar of the Chat-bot.
Chat box is available only for groups of customers specified in Admin → Stores → Configuration → FAQ → Who can view FAQ content. |
On load, the chat box displays the Welcome message and the FAQ categories. Only the specified number of categories (see Number of Categories/Articles to Display) is shown in the chat window. The Show more button next to the first N categories opens other categories for the Customer.
When a category is clicked on, the choice is displayed in the chat box as the Customer's message and the articles (of the chosen category) are displayed as the Chat-bot's reply.
Chat-bot does not display the title of an article when:
part of the title/the whole title is entered
tag is entered
Chat-bot does not take into account "Sort Order" set on the pages of articles and categories. |
The Customer can type in a question for Chat-bot to search the FAQ articles for an answer. Customers do that with the help of the search-field marked "Type here to search FAQ".
Chat-bot keeps all steps of interaction with the Customer within a session. Customers can scroll up and down the interaction thread. Alternatively, to navigate the thread, the Customer can use the Back button which is displayed next to the categories/articles on each step of interaction with Chat-bot. When Back is clicked on, Chat-bot shows its previous message.
When no answer is found, Chat-bot sends the following message: “We don’t have any article about it, but you can submit a ticket. Click the button below to do that.“and displays the Submit a ticket button. When the Customer clicks on the "Submit a ticket" button, the following fields are displayed:
To submit the question, the Customer clicks on the Send button. To cancel the operation and return to the chat thread, the Customer clicks on the Cancel button. When the Send button is clicked on, a ticket is created (*), and the chat window displays a confirmation message (see Confirmation ticket message).
* A ticket is created only when the Help Desk Ultimate 2 from Aheadworks is installed in the store. Otherwise, the Admin receives the question by email. The subject in the email is : FAQ: Question from "<article name>".
No answer is found → | Customer types-in the question → | Question is submitted as ticket |
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Automatic removal | Manual Removal | ||||||||
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