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DBL Help Center User Guide

Contents

Finding Information in the Help Center

Participating in the Community

Submitting and Tracking Your Support Requests

Subscribing to Articles or Sections


Finding information in the Help Center

You can use the search function to find information in both the Knowledge Base and the community at the same time. Search results are displayed in two columns, with one column listing the Knowledge Base results and the other listing the community results.

You can browse the content in one or the other by clicking Knowledge Base or Community. See the following sections for more information.

Getting around the Knowledge Base

The Knowledge Base consists of categories, sections, and articles. Articles are grouped within sections, and sections are grouped within categories.

To get around the Knowledge Base, you can use search or browse categories and sections. You can also browse recently viewed articles, related articles, or promoted articles. To stay updated on a specific topic, subscribe to sections or articles so that you're notified when somebody creates or updates an article.

Getting around the community

The community is where you can ask questions, provide answers, or share ideas. Most questions or ideas are associated with topics of discussion.

You can use search to get around the community. You can also use the following views to browse the topics and questions:

  • Topics - Lists topics of discussion within the community. Questions are associated with different topics. You can filter the topics with the following options:
    • All - (Default) Lists all the topics.
    • Following - Lists only the topics that you're following.
  • Questions - Lists the questions in the community. You can filter the questions with the following options:
    • Newest - (Default) Lists the questions that were most recently posted.
    • Recommended - Lists the top questions recommended for you based on your browsing history.
    • Trending - Lists the top questions viewed by other users.
    • Votes - Lists the top questions ranked by votes.
    • No topic - Lists the questions that haven't been assigned to any topic.
    • Following - Lists the questions that you're following.
  • Unanswered - Lists questions with no answers, questions with answers but no votes for any of the answers, or questions with answers but no answer marked as accepted or official. You can filter the questions with the following options:
    • Newest - (Default) Lists the unanswered questions that were most recently posted.
    • Votes - Lists the top unanswered questions ranked by votes.
    • No answers - Lists the questions that haven't received an answer yet. Filters out the questions with answers but no votes.

Participating in the Community

Participate in the community by asking questions, providing answers, or sharing ideas. If you think somebody's answer to your question is correct, you can accept it as the answer so others can benefit from the information too. You can vote on others' contributions. You can view all your own contributions in one place. You can also track issues by following discussion topics or specific questions. You'll be notified when somebody creates or updates a question or idea, or adds a response.

Before you post a question, it's always a good idea to run a quick search to see if the question hasn't already been answered in the community. Your fellow users will appreciate not having to answer the same question over and over again.

To ask a question or share an idea:

  • Click Post a Question or Idea in the top-right side of any community page.
  • Enter your question or idea and any details about it. Ideas can include tips, feature requests, or any other useful information you want to share with fellow users. You can format the text using Markdown. Markdown is a simple markup language that lets you add bold and italic, bullet lists, headings, and more to your text. See Formatting text with Markdown.
  • Select a topic for the question from the dropdown menu. Click Post.

To accept an answer to your question as the correct answer:

  • Click the checkmark next to the answer

To view all your contributions to the community:

  1. Click your profile icon on the upper-right side of any page, and then click My activities.
  2. Click Contributions.
  3. Click any link to go to your contribution.

To follow a discussion topic or a question:

  1. Click the topic or question.
  2. Click the Follow button next to the topic title or question.

To manage the community items you're following:

  1. Click your profile icon on the upper-right side of any page, and then click My activities.
  2. Click Following.
  3. Make any change to the community items you're following.

Submitting and Tracking Your Support Requests

You must be signed in to your SFM account to submit and track your support requests.

Topics covered in this section:

Submitting a support request

  1. Click Submit a Request at the top of the page.
  2. Enter a subject and description of the problem. As you enter a subject, a list of suggested articles in the knowledge base will appear. You can click one of the articles instead of submitting the request.
  3. Add any attachments.
  4. Click Submit.

Tracking your support requests

Members can use the Help Center to track their support requests.

  1. Click your profile icon on the upper-right side of any page, and then click My activities.
    By default, the page displays all requests that are open or are awaiting your reply. In the SFM Help Center, an open request is a ticket that's been assigned to an SFM support agent who is working to resolve it. A request awaiting your reply is a ticket that's been assigned to an agent, but the agent is waiting for more information before resolving the ticket.
  2. To see details about a request, click the request title.
  3. To see a filtered view of all requests, including pending requests, enter a search term in the Filter Requests box or select a request status from the Status menu.

Marking a request as solved

You can withdraw a request by marking it as solved. You can also reopen a solved request by creating a follow-up ticket.

Note: The request must be assigned to an SFM support agent before you can mark it as solved.

To mark a request as solved:

  1. Click your profile icon on the upper-right side of any page, and then click My activities.
  2. Click the title of an open request to open it.
  3. Select the option on the lower side of the request to mark it as solved.
  4. Enter any comment you want in the reply and click Add Reply.

Creating a follow-up to a solved request

  1. Click your profile icon on the upper-right side of any page, and then click My activities.
  2. Click All my requests in the sidebar.
  3. Click the title of a solved request to open it.
  4. Tip: If you have a long list of requests, filter the view by selecting Solved from the Status menu.
  5. Click the link on the lower side of the request to create a follow-up request.
  6. Complete the follow-up request and click Submit.

Subscribing to Articles or Sections

You can subscribe to sections or articles so that you're notified when somebody creates or updates an article, or adds a comment. You can also view and modify all your subscriptions in one place.

You must be signed in through your SFM account to manage your subscriptions.

To subscribe to a section or article:

  1. Navigate to the section or article.
  2. Click the Subscribe button on the right side. In sections, you can subscribe to articles, or to articles and comments.
    If you choose the second option, you'll also be notified every time somebody makes a comment. This is the default behavior for article subscriptions.

To manage your subscriptions:

  1. Click your profile icon on the upper-right side of any page, and then click My activities.
    Note: You must be signed in to see the link.
  2. Click Following.
  3. Make any changes to your subscriptions. Note: Unsubscribing removes the subscription from the page.
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