Welcome to the Vermont Systems' Next Gen Knowledge Base
Frequently Asked Questions
Table of Contents
FAQ
What is HelpJuice?
HelpJuice is a powerful Customer Relationship Management (CRM) knowledge base platform that enables Vermont Systems to provide more comprehensive and intuitive self-help options to RecTrac users. Through implementing HelpJuice, Vermont Systems works to consolidate help from many places throughout the application and beyond into a single platform.
DeleteWhy has Vermont Systems switched its Knowledge Base to HelpJuice?
Based on ample feedback from our customers and end users regarding our documentation and self-help options, we learned that information was difficult to find or was spread out across multiple repositories. Our primary goals with moving to HelpJuice are to provide a one-stop-shop for RecTrac knowledge, create a more streamlined support experience, and improve Help content production and publishing efficiency for our users.
DeleteHow can I access the Vermont Systems Next Gen Knowledge Base?
If you haven't yet realized it, you already are here! As of Rectrac version 3.1.10.18.00, the Next Gen Knowledge Base has been enabled by default. If your In-App Help still points to the old help repository, update to the latest version of RecTrac.
DeleteHow can I find Help Articles in Vermont Systems Next Gen Knowledge Base?
There are several ways to navigate the New Vermont Systems Knowledge Base, starting with the Search function. Through leveraging a keywords search for a topic you are interested in learning more about, relevant articles will display below. You can focus your search within a specific category using the drop-down box on the right of the Search bar:
In addition to the global search function, Help articles are organized into categories. Below the search bar, you can see a short list of some popular topics:
The home page displays a section of popular articles. This list will change over time, as more users engage with the platform and new content is added. You can find a full list of categories on the home page, underneath the popular article section:
DeleteIs there a way to view all articles on a specific topic?
Yes! Clicking a category from the home page will bring you to a listing where you can easily scroll or CTRL + F to locate a specific article on a topic:
How can I view articles related to the one I'm currently viewing?
Each article includes a section on the right side of the article body, detailing related articles:
DeleteHow can I navigate quickly through lengthy articles?
To quickly navigate lengthy articles with multiple headings, use the Table of Contents on the left side of the article body. This Table of Contents will remain fixed as you scroll through the document. For documents with too many headers to fit on the screen at once, you can scroll the Table of Contents itself:
Additionally, using Control (ctrl) + F will bring up your browsers Find function which you can use to jump to a specific keyword or phrase within the article. Note: For articles with accordions, the ctrl + F find function will not parse through a closed accordion.
DeleteWhat kind of content can I find in the Vermont Systems Next Gen Knowledge Base?
We have pulled together help content from the following pre-existing places:
- RecTrac Field Level / In-app Help
- Topic Documents and Utility Walkthroughs
- VS Support Site's RecTrac 3.1 content from the old Knowledge Base
- Documentation from our sFTP site, including Modification Listings, Update Documents, and hardware-specific information
- A selection of previously internal documentation, including Certified Operating Systems List and Open Edge Progress Documents
- RecChat Archives and any supporting documents from previous episodes, now with full transcripts, with new episodes uploaded weekly
- A catalog of FasTrac videos, short 5-10 minute dives into a specific topic
Once we switch over officially to the Vermont Systems Next Gen Knowledge Base, all new help content will be added directly to the new platform and no longer tied to a RecTrac version release, allowing us to add new content more efficiently, as it becomes available. For any help you would like to see added that is not a part of this list, please reach out and let us know!
DeleteWith video content, how can I watch and follow along with the transcript?
You will need to use the picture in picture feature of the embeded video player. To enable PIP, click on the icon seen below:
Once enabled, the video player will no longer be in a fixed position within the article and can be repositioned anywhere on screen. As you scroll through the transcript the video player will remain in your chosen location.
I found a great article. How can I let you know that it helped solve my issue?
Each article includes a Heart button next to the article title, to help the search engine prioritize popular articles.
Additionally, the bottom of each article displays the Yes or No question, Was this article helpful?:
Click Yes to let us know if this article helped you solve your issue. Note: The more users who provide article feedback, the higher priority the search engine will give this article for future queries.
DeleteHow can I submit feedback on an Article that may have missed the mark?
Inevitably, you may locate an article based on a search that does not immediately provide relevant information. Whether the article contains outdated steps/screenshots, a broken hyperlink, or lack of clarity, etc., please let us know so we can revise the help and provide the most useful content to you and our users. To submit feedback on an article, scroll to the bottom of the page and click No:
Then, click Give feedback about this article. A pop-up window will display, enabling you to choose the category for necessary improvement. Beneath this window is a text field where we encourage you to enter as much detail about the issue as possible as well as potential article changes you would find helpful:
You also can toggle on Notify me about changes to be be sent an email when this article is updated by Vermont Systems staff. Once your feedback is ready, click Submit.
DeleteHow can I submit a case or start a chat if I am unable to solve my issue?
If you have already searched our Next Gen Knowledge Base and are unable to solve your issue or locate relevant information, you still have the option of submitting cases or starting a live chat with a representative. To do so, simply click Submit a Case or Start a Chat in the header on the top right of the screen: