Previously, I examined how to develop content and implement iHelp. In this final installment I discuss the iHelp lifecycle and control.
iHelp comes with a built-in version control system. When you create a new iHelp article, it starts at version 0, with a status of “In Progress.” You then enter and edit the content, testing as necessary while the status is still “In Progress.” By doing this, you can make the article visible for the Siebel Administrator (or other desired responsibility) but not change what end-users see.
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Once satisfied, you “Activate” the article, which locks editing for that version and deactivates the old version (if there is one). After an article is active, you can either deactivate or revise it. If you deactivate it, iHelp removes it from visibility from all of its responsibilities, and the status changes to Inactive.
If you “Revise” it, a new version is generated with a status of “In Progress,” but this does not affect the current “Active” version. End users will continue to see the old version until you activate the new one. But, as mentioned earlier, you can still make “In Progress” articles visible to whatever responsibilities you like.
To learn more about iHelp and the assistance it can provide with Oracle’s Cloud Siebel CTMS, you can click here or fill out the form below.