Selecting Designer in the Navigation bar and then selecting Content in the sub-menu navigation opens the Manage Content screen.


This screen allows you to:



Viewing Existing Guided Paths/Support Articles

The Manage Content screen contains a table that displays the following information and functions for each Guided Path or Support Article when selected:

  • Unpublish: Clicking the Unpublish icon (cloud with down arrow) for a published Guided Path/Support Article changes the Guided Path/Support Article status to Unpublished. See Publishing/Unpublishing a Path.
  • Open: Clicking the Edit icon (pencil) for a Path or Article opens the Guided Path/Support Article screen for that Guided Path/Support Article (see Content Designer Screen - opens a new article). By default, you will see the latest version of the Guided Path/Support Article regardless of status.
    •  Clicking the View icon (eye) for a Path or Article opens a read-only version of the Guided Path/Support Article screen for that Guided Path/Support Article
  • Versions: Clicking the Version History icon (wireframe) for a Guided Path/Support Article opens the Revision History popup for that Guided Path/Support Article, which allows you to view all past versions of the Guided Path or Support Article. See Managing Path/Article Versions
  • Export: Clicking the Export Content icon (outgoing folder) for a Guided Path/Support Allows you to export content for that Guided Path/Support Article (see Exporting a Guided Path/Support Article).
  • Import: Clicking the Import Content icon (incoming folder) for a Guided Path/Support Allows you to import content for that Guided Path/Support Article (see Importing a Guided Path/Support Article).
  • Delete: Clicking the Delete icon (trash can) for a Guided Path/Support Article deletes that Guided Path or Support Article from Support.com® Cloud (see Deleting a Path/Article).
  • Status: Status of the Guided Path/Support Article (Published, Unpublished, Saved, or Draft). See Managing Path/Article Versions for more details about statuses.
  • Name: Name of the Guided Path or Support Article.
  • Description: Brief description of the Guided Path or Support Article.
  • Endpoints: Type of device(s) to which the Guided Path/Support Article applies (e.g., Windows®, Mac®, Android®, or iOS). See Endpoints (opens a new article).
  • Last Modified: Date, time, and Designer who last modified the Guided Path/Support Article.
  • Tags: Keyword tag(s) assigned to the Guided Path or Support Article, if any, which allow Agents to find relevant Guided Paths/Support Articles faster when assisting consumers.
  • Template: Whether (Yes) or not (No) the Guided Path (not Article) has a template. A template is a pre-built Guided Path included out-of-the-box with Support.com Cloud.
  • Categories: Category or Categories to which the Guided Path/Support Article is assigned. Clicking the Categories icon (four rectangles) opens the Edit Categories popup for that Guided Path/Support Article, which allows you to select the categories to which the Guided Path/Support Article is assigned. See Categories (opens a new article) and Editing a Path/Article.


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Adding a Guided Path/Support Article

To add a Guided Path or Support Article:

In the Manage Content screen, click the Add New button(plus) at the top left of the table and then select either Guided Path or Support Article:


A blank Content Designer screen (see Content Designer Screen; opens a new article) appears for the new Guided Path/Support Article.
Populate the new Guided Path/Support Article: 
  • Enter a name for the Guided Path/Support Article in the Name field. This field is required.
  • Provide a description for the Guided Path/Support Article in the Description field (optional). 
  • Select appropriate tags in the Tags field. Tags help Agents find Guided Paths/Support Articles quickly, especially if your company has many options to choose from.
  • Select one or more Categories for the Guided Path/Support Article by clicking the Categories field to open a pull-down menu with a list of existing Categories. If you select a Category by mistake, click the Remove icon (X) for that Category to remove it.
  • Continue creating the new Guided Path/Support Article as described in Content Designer Screen (opens a new article).


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Editing a Guided Path/Support Article

To edit a Guided Path/Support Article:

In the Manage Content screen, click the Edit icon (pencil) with the Guided Path or Support Article you wish to edit selected (Click the View icon (eye) to view a read-only version).

The Content Designer screen (see Content Designer Screen; opens a new article) appears for the selected Guided Path/Support Article and displays the current Steps that make up that Guided Path/Support Article. 

Main%20VD%20Screen.png


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Unpublishing a Guided Path/Support Article
Unpublishing a Guided Path/Support Article removes it from the Navigator and prevents users from being able to use it. 


To unpublish a published Guided Path/Support Article, click the Unpublish icon (cloud with down arrow) with the Guided Path/Support Article you want to unpublish selected.

Select Publish Icon.png

A confirmation dialog box appears:

Unpublish%20COnfirmation%20Message.png

Click the green OK button to confirm unpublishing the Guided Path/Support Article.
Note: If the content has already been published, any links set to this Guided Path/Support Article or to other Guided Paths/Support Articles will be broken. 


Support.com Cloud will unpublish the Guided Path/Support Article, as appropriate. Please see Managing Path/Article Versions for more information about Guided Path/Support Article statuses.


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Deleting a Guided Path/Support Article

To delete a Guided Path/Support Article:

In the Manage Content screen, click the Delete icon (trash can) with the Guided Path/Support Article you want to delete selected.

A confirmation dialog box appears.

Delete%20Path.png


Click the green Yes button to confirm the deletion. Support.com Cloud will delete every version of the selected Guided Path/Support Article.
Note: Deleted content cannot be recovered. 



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Managing Path/Article Categories

To manage the Categories for an existing Path or Article:

In the Manage Content screen, click the Categories icon (four rectangles) with the Guided Path/Support Article for which you want to change Categories selected.

The Edit Categories popup appears for that Path.

Edit%20Categories%20Updated.png


Select one or more Categories for the Guided Path/Support Article by clicking them in the popup. Selected categories appear with a green border. If you select a Category by mistake, click it again to deselect it.Click the Save button when finished.


Support.com Cloud will:

  • Update the Categories to which that Guided Path/Support Article is assigned.
  • Close the popup.
  • Return you to the Manage Content screen.


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Managing Path/Article Versions

Clicking the Versions icon (wireframe) with a Guided Path in the Manage Content screen selected opens the Revision History popup appears for that Guided Path/Support Article.


This popup contains the following information for each version of the selected Guided Path/Support Article:

Version%20History%20Main.png

  • View: Clicking the View icon (magnifying glass) for a version opens the Content Designer screen for the selected version of the Guided Path/Support Article. See Content Designer Screen (opens a new article).
  • Version: Number of each saved version of the Guided Path/Support Article. Support.com Cloud maintains a complete version history whenever you create or modify a Guided Path/Support Article, although you may delete one or more version(s) at any time. A unique number will be assigned to every version of a Guided Path/Support Article as follows:
    • Each published version of a Guided Path/Support Article is incremented to the next whole number. For example, the second published version of a Guided Path will be version 2.0.
    • Each saved (but not published) version of a Guided Path/Support Article is also incremented to the next whole number. For example, editing version 1.0 of a Guided Path and then saving that version will create version 2.0. Subsequent saves will become versions 3.0, 4.0, etc.
    • Paths included with Support.com Cloud are assigned version 1.0, and any changes you make will increment the versions to 1.1, 1.2, etc. Any changes made by Support.com will increment to 2.0, 3.0, etc.
    • If you edit a prior version of any Guided Path/Support Article (whether a custom-built or template Path) and then save those edits, Support.com Cloud will create a new version for those edits. For example, if the selected Guided Path/Support Article has versions 1.0 through 1.7 and you make changes to version 1.3, then those changes will be saved as version 1.8. If you publish those changes, then the version will increment to 2.0.
  • Date Created: Date the version was created.
  • Modified By: Name of the user who last edited that version of the Guided Path/Support Article.
  • Status: Publication status of each version of the Guided Path or Support Article. Support.com Cloud tracks the publication status of each Guided Path/Support Article to ensure that the Agents assisting consumers can only access and use Paths/Articles that have been published and made available for them to use. This is an important safety feature, since it prevents Agents from accessing Guided Paths/Support Articles that are obsolete or not yet ready for use, and is designed to help ensure that the designers creating those Guided Paths/Support Articles test their work before publishing a Path/Article. Published changes are instantly available for use by Agents. Every Guided Path/Support Article within Support.com Cloud will have one of the following statuses:
    • Draft: Contains the most recent edits to the Guided Path/Support Article. Drafts are not available for Agents to use when assisting consumers.
    • Saved: Applies to all versions of the Guided Path/Support Article that are neither Published nor the current Draft. Saved version(s) of a Guided Path/Support Article are not available for Agents to use when assisting consumers. You can open any prior version of a Guided Path/Support Article for editing at any time. Saving your changes to that version will make that version the Draft for that Path/Article and change any previous Draft version to a Saved version. This status can also appear as Auto-Saved, because Support.com Cloud saves your work automatically, even if you do not click the Save button.
    • Published: The Live vision that is currently available for Agents to use when assisting consumers. Each Guided Path/Support Article can have only one Published version. 
    • Unpublished: The Guided Path/Support Article has previously been published and has since been removed from Published status.
  • Comments: Any notes entered by the content creator when the version was created or edited.


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