469 lines
8.6 KiB
Markdown
469 lines
8.6 KiB
Markdown
# Document Management
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The Document Management module creates and maintains help documentation and knowledge base for self-service user support.
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## Overview
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### Document List
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View and manage all documents:
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- **Title**: Document name
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- **Category**: Document category
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- **Status**: Draft/Published/Offline
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- **Author**: Document creator
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- **Created**: Creation date
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- **Updated**: Last modified time
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- **Views**: View count
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- **Rating**: User ratings and reviews
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### Create Document
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Create new help document:
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#### Basic Info
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- **Title**: Clear and specific title
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- **Category**: Select category
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- **Tags**: Add keyword tags
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- **Summary**: Brief content summary
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#### Document Content
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- **WYSIWYG Editor**: Visual editor
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- **Markdown Support**: Markdown format
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- **Code Highlighting**: Syntax highlighting
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- **Image Upload**: Insert images and screenshots
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- **Video Embed**: Embed video tutorials
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- **Tables**: Insert table data
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#### Document Settings
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- **Access Control**: Public/Members/Specific groups
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- **Display Order**: Set priority
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- **Related Docs**: Link related documents
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- **SEO Settings**: Set SEO keywords
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### Edit Document
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Modify existing documents:
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- Update content
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- Optimize structure
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- Add new information
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- Fix errors
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::: tip Tip
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Documents support version control. View history and restore previous versions.
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:::
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### Delete Document
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Remove unneeded documents:
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- **Soft Delete**: Offline but keep data
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- **Hard Delete**: Permanently remove
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- Retain view records for statistics
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## Document Categories
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### Getting Started
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Help new users onboard:
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**Includes**:
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- Account registration
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- First-time usage
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- Basic configuration
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- Common questions
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### Tutorials
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Detailed feature guides:
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**Includes**:
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- Feature explanation
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- Step-by-step instructions
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- Configuration methods
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- Best practices
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### FAQ
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Frequently asked questions:
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**Includes**:
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- Common issues
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- Quick answers
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- Troubleshooting
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- Solutions
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### Technical Docs
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Technical documentation:
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**Includes**:
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- API documentation
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- Protocol specifications
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- Technical parameters
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- Developer guides
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### Policies & Terms
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Legal documents:
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**Includes**:
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- Service agreement
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- Privacy policy
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- Terms of use
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- Refund policy
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## Document Organization
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### Category Management
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Manage categories:
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- **Create Category**: Add new category
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- **Edit Category**: Modify category info
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- **Sort**: Adjust category order
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- **Delete Category**: Remove empty categories
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### Tag Management
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Manage tags:
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- **Add Tag**: Create new tag
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- **Edit Tag**: Modify tag name
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- **Merge Tags**: Merge similar tags
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- **Delete Tag**: Remove unused tags
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### Directory Structure
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Organize document tree:
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- **Multi-level**: Support nested categories
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- **Tree Structure**: Clear hierarchy
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- **Drag & Sort**: Drag to reorder
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- **Quick Navigation**: Tree navigation
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## Document Editing
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### Rich Text Editor
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Powerful editing features:
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- **Formatting**: Text formatting
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- **Lists**: Ordered/unordered lists
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- **Quotes**: Blockquotes
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- **Code**: Code blocks
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- **Links**: Hyperlinks
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- **Images**: Image insertion
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- **Tables**: Table editing
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- **Videos**: Video embedding
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### Markdown Editing
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Support Markdown syntax:
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```markdown
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# Heading
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## Subheading
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- List item
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- List item
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**Bold** *Italic*
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[Link](url)
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\`code\`
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\`\`\`language
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code block
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\`\`\`
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```
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### Version Control
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Document versioning:
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- **Auto-save**: Auto-save drafts
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- **Version History**: Record changes
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- **Version Diff**: Compare versions
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- **Rollback**: Restore previous version
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## Document Publishing
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### Publish Settings
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Configure publishing:
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- **Publish Now**: Show immediately
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- **Schedule**: Set publish time
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- **Save Draft**: Save as draft
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- **Preview**: Preview before publish
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### Access Control
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Control document access:
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- **Public**: Everyone can access
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- **Members**: Members only
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- **VIP**: VIP only
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- **Internal**: Staff only
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### Multi-language Support
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Multi-language documents:
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- **Language Versions**: Create language versions
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- **Language Switch**: User switches language
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- **Translation Management**: Manage translations
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- **Sync Updates**: Sync across languages
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## Document Search
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### Search Features
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Help users find documents:
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- **Full-text Search**: Search content
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- **Title Search**: Search by title
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- **Tag Search**: Filter by tags
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- **Category Filter**: Filter by category
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- **Search Suggestions**: Smart suggestions
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### Search Optimization
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Optimize search experience:
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- **Ranking**: Sort by relevance
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- **Highlighting**: Highlight keywords
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- **Search History**: Record history
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- **Popular Searches**: Show trending
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## Document Interaction
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### User Ratings
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Collect feedback:
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- **Helpful/Not**: Simple rating
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- **Star Rating**: Star ratings
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- **Comments**: Text reviews
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- **Suggestions**: Improvement ideas
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### Document Feedback
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User feedback:
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- **Report Error**: Report errors
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- **Suggestions**: Propose improvements
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- **Request Update**: Request updates
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- **Live Chat**: Contact support
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### Social Sharing
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Share documents:
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- **Share Link**: Generate link
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- **Social Media**: Share to platforms
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- **QR Code**: Generate QR code
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- **Embed Code**: Embed in websites
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## Statistics
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### View Statistics
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Track views:
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- **Views**: Total view count
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- **Unique Visitors**: Unique users
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- **View Trend**: View changes
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- **Popular Docs**: Most viewed
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### User Behavior
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Analyze behavior:
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- **Reading Time**: Average time
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- **Bounce Rate**: Quick exit ratio
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- **Search Keywords**: User queries
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- **Click Path**: User navigation
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### Effectiveness
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Evaluate effectiveness:
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- **Helpful Rate**: Helpful rating ratio
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- **Resolution Rate**: Problem solved ratio
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- **Ticket Reduction**: Related ticket decrease
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- **User Satisfaction**: Overall satisfaction
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## Knowledge Base
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### KB Structure
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Build systematic knowledge base:
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- **Product Knowledge**: Features and usage
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- **Technical Knowledge**: Principles and methods
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- **Business Knowledge**: Processes and standards
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- **Problem Knowledge**: Common issues and solutions
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### Knowledge Accumulation
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Accumulate knowledge:
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- **Ticket Conversion**: Convert tickets to docs
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- **Experience Summary**: Summarize cases
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- **Best Practices**: Record best practices
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- **Expert Contribution**: Expert shares
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### Knowledge Updates
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Keep KB current:
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- **Regular Review**: Periodic review
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- **Timely Updates**: Update promptly
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- **Deprecation Marks**: Mark outdated
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- **Version Management**: Manage versions
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## Document Templates
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### Common Templates
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Preset templates:
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- **Tutorial Template**: Tutorial format
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- **FAQ Template**: Q&A format
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- **Troubleshooting Template**: Troubleshooting format
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- **API Doc Template**: API documentation format
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### Custom Templates
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Create custom templates:
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- Design document structure
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- Define content format
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- Save as template
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- Reuse templates
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## Collaboration
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### Team Collaboration
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Collaborative editing:
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- **Permission Management**: Assign edit rights
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- **Co-editing**: Multiple editors
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- **Comments**: Add comments
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- **Review Process**: Document review
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### Review & Publish
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Review mechanism:
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1. **Create Draft**: Edit content
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2. **Submit**: Submit for review
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3. **Review**: Reviewer checks
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4. **Publish**: Publish after approval
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5. **Monitor**: Track effectiveness
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## Best Practices
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### Content Writing
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- Clear and specific titles
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- Accurate and detailed content
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- Clear and easy steps
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- Supporting images
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- Regular updates
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### Organization
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- Reasonable categorization
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- Clear hierarchy
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- Consistent naming
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- Complete indexing
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### User Experience
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- Simple interface
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- Fast search
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- Easy navigation
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- Mobile-friendly
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### Continuous Optimization
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- Collect feedback
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- Analyze usage data
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- Optimize content
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- Improve knowledge system
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## Document Examples
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### Getting Started Example
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**Title**: How to Get Started
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**Structure**:
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1. Register account
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2. Choose package
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3. Configure usage
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4. Common questions
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### Tutorial Example
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**Title**: XX Feature Tutorial
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**Structure**:
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1. Feature introduction
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2. Use cases
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3. Step-by-step guide
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4. Important notes
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5. FAQ
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### FAQ Example
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**Title**: Connection Issues FAQ
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**Structure**:
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- Q: Cannot connect, what to do?
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- A: Detailed solution steps...
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## Troubleshooting
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### Cannot Save Document
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Check:
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1. Is network connection ok
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2. Do you have edit permission
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3. Is content too large
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4. Is browser compatible
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### Search Cannot Find
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Possible causes:
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1. Document not published
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2. Insufficient access rights
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3. Keyword mismatch
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4. Search index not updated
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### Format Issues
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Solutions:
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1. Use standard format
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2. Clean copied format
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3. Use templates
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4. Check HTML code
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## Next Steps
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- [Ticket Management](/admin/users-support/tickets) - Handle user issues
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- [User Management](/admin/users-support/users) - Analyze user needs
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- [System Config](/admin/system/config) - Configure document system
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