The platform navigation bar includes a Help dropdown that provides access to the Perceptyx Knowledge Base and enables you to contact Customer Support or give feedback. These user resources help you learn how to use the platform, submit and track support tickets, and report an issue or provide feedback.
All the Help resources reside in the Perceptyx Helpdesk portal. You can navigate to any of them within the portal; however, the Help dropdown takes you directly to each specific resource.
This article walks through:
Access the Help Feature
You access the Help feature directly from the navigation bar.
Log in to the People Insights Platform.
In the navigation bar, click Help.
The Help dropdown appears.
Select an option.
Knowledge Base
The Knowledge Base is a collection of articles that puts knowledge at your fingertips with written overviews and step-by-step instructions for using platform pages, features, and functionality as well as content to help you design and build your listening events. Articles are grouped into folders that introduce you to the platform and progress through the phases of designing, building, launching, and managing listening events, as well as analyzing results and taking action. You can find articles by viewing folder contents or searching by a key word or phrase.
Access the Knowledge Base
Log in to the People Insights Platform.
In the navigation bar, display the Help dropdown, then select Knowledge Base.
The Knowledge Base Home page appears.
Each item on the page is a link to a folder or an article.
View Folder Contents
The Knowledge Base Home page displays links for up to three articles for each folder. If a folder contains more than three articles, a View All link displays below the third article. Clicking the View All link displays all the articles in the folder.
The name of the folder displays at the top of the screen and the articles display below, up to 10 per page. If the number of articles spans multiple pages, Previous and Next buttons appear at the bottom of the screen for easy navigation.
Note: Every page in the Helpdesk portal includes a chat icon in the bottom-right corner that you can use to initiate a chat session. For details about the Chat feature, see the Contact Support section of this article.
View Articles
Clicking an article link displays the article.
Each article page is divided into four sections:
Introduction:
The introduction section introduces the feature or process described in the article and explains its benefits. This section also contains a bulleted list of links to each article topic. Click a link to jump directly to the associated topic.
Article Content:
This section contains overview information, step-by-step instructions, best practices, and when applicable, links to additional articles.
Was this Article Helpful:
Located at the bottom of the article, this prompt asks if the article was helpful. You can click the Yes or No button, as applicable. All responses are tracked and used to improve the quality of the Knowledge Base content.
Side Panel:
The side panel provides an option to print the article. The Articles in this Folder section displays links to the first four articles in the folder in which the article you are viewing resides. The You May Like to Read section displays links to articles related to the article you are viewing.
Use the Search Feature
The search feature provides a quick way to find articles related to a specific topic, feature, or process. As you type a search word or phrase into the Find Some Solutions Here box (top right), a list of results populates.
Articles that contain your search term in the title are highlighted. The other articles in the results list contain the search term within their content. Click a link for any article in the results list to view its contents.
Contact Support
The Contact Support help option brings you to the Helpdesk Home page, where you can:
Search for articles or support tickets by topic
Browse articles
Open a support ticket
Initiate a chat session
Access Contact Support
Log in to the People Insights Platform.
In the navigation bar, display the Help dropdown, then select Contact Support.
The Helpdesk Home page appears.
The navigation bar at the top of the page provides one-click access to the Knowledge Base and the page for submitting a support ticket. It also provides options to sign up for and log in to a Helpdesk account. Options in the main body of the page also provide access to Knowledge Base articles, the support ticket request form, and a search feature.
Search for Articles or Support Tickets
You can quickly find articles or support tickets you have opened (if any) by topic. When you click the Enter the Search Term Here box (top), a dropdown displays recent searches (if any) and a list of popular articles. By default, the search is set up to include articles and tickets. You can choose to search only articles or only tickets by clicking the corresponding option in the dropdown.
As you type a search word or phrase into the Enter the Search Term Here box (top), a list of results populates. Click a link for any article or ticket in the results list to view its contents.
Browse Articles
Clicking Knowledge Base in the navigation bar brings you to the Knowledge Base Home page, where you can browse article folders or search for articles by key terms. You can also access the Knowledge Base Home page by clicking the Browse Articles option or the View All Articles option in the main body of the Helpdesk Home page. For more information about using the Knowledge Base, see the Knowledge Base section of this article.
Open a Support Ticket
If you want help from the Perceptyx Support team, you can open a support ticket. Clicking Submit a Ticket in the navigation bar or the Need Extra Help option in the main body of the Home page opens the Submit a Ticket page, where you can fill out a short online form regarding the issue with which you want help.
In the Helpdesk navigation bar, click Submit a Ticket.
The Submit a Ticket page appears.
Note: You can also click Need Extra Help on the Home page to access the Submit a Ticket page.
Click the dropdown arrow, then select Report an Issue.
An online form appears. A red asterisk (*) indicates that a field is required.
In the Requester field, type your email address.
In the Subject field, type a brief description of the issue.
In the Company Name field, type your company name.
In the Description field, describe the issue you are experiencing. You can use the formatting bar to format the description, insert hyperlinks, or add code snippets.
Display the Which Product Do You Need Help With dropdown, then select an option related to your issue.
Select the I’m Not a Robot checkbox.
If you want to include an attachment, click Attachment, navigate to the appropriate folder, then double-click the file you want to attach.
Click Submit.
After you submit a ticket, you can receive or request updates via email.
Initiate a Chat Session
You can open a chat session with the Perceptyx Assistant by clicking the Chat icon that displays in the bottom right corner of every Helpdesk screen.
Click the Chat icon.
A pop-up displays with a chat option and a list of FAQs.
Click Perceptyx Assistant.
A chat window opens.
Follow the on screen prompts to engage in the session.
Give Feedback
The Give Feedback help option takes you directly to the Submit a Ticket page with the online form displayed and the Give Feedback option selected.
Access Give Feedback
Log in to the People Insights Platform.
In the navigation bar, display the Help dropdown, then select Give Feedback.
The Submit a Ticket page appears with the online form. A red asterisk (*) indicates that a field is required.
Submit Feedback
In the Your Email Address field, type your email address.
In the Subject field, type a brief description of your feedback topic.
In the Description field, type your feedback. You can use the formatting bar to format the description, insert hyperlinks, or add code snippets.
Display the Widget Source dropdown, then select an option related to your feedback.
Select the I’m Not a Robot checkbox.
If you want to include an attachment, click Attachment, navigate to the appropriate folder, then double-click the file you want to attach.
Click Submit.
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