Crrux Blog

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Official blog of Crrux

What is the main advantage of using Crrux?

With Crrux you can manage all your work on one platform. Collaborate seamlessly with internal or external people on Crrux, using projects, sales, support, shared services, events, contacts or blog posts/articles.

Engage with external users and communities through public content for blogs, offerings (products/services), help center, in the form of a Crrux powered website

Using the Google Custom Search Engine integration keeps track of trending updates, news, and articles. Also, engage with external users and communities through the public pages.

22 Apr 2017

What are SLAs and how to setup the same?

What are SLAs?

SLAs i.e. Service Level Agreements are standards which help manage your ticketing cycle. Create, set and manage SLAs to meet varied customer expectations and compliance. Specify priorities and resolution time for different requests so as to organize your support activities. Enable an escalation process and email notifications to track and solve any requests that violate the SLA rules. 

How to set up an SLA policy?

The SLA settings can be managed by admins only. Go to the left nav bar > Manage > Hive settings > SLAs.

The default SLA policy applies when specific SLAs are not added. 

The following steps will guide you through the setting up of a new SLA policy:

  • Click on "Create SLA policy"

  • Enter the SLA policy name and description, and set the limits for different priority levels- critical, high. medium and low. 

  • Set a time limit for the respond within (the time limit within which the request should be attended to) and resolve within (time limit within which the request should be resolved) fields. Select between calendar hours and business hours for the operational hours field. 

  • Escalation email option selection will send an automatic email to a higher authority / in-charge in case the SLA rules are violated.

  • "Apply this to" option allows you to select specifictype, sourceand/ or  organization  to which these SLA rules will be applicable to.

What happens when this SLA is violated?

If a particular request is not responded to within the time duration set in the SLA, then an escalation email will be sent to the related user (doer). 

Further, an escalation hierarchy can be added for a request not getting resolved within time i.e. if a request violates the set SLA rules then a higher authority can be notified by email. You may even add multiple people according to hierarchy for the escalation of the issue.

08 May 2017

What is Add to Crrux bookmarklet and how to use it?

What is a bookmarklet?

You visit tons of websites and read dozens of articles and news items, there are several articles that you find interesting or useful and would like to save for future reference. The bookmarklet tool of Crrux allows you to clip any web article and share it in your hive. 

What are the prerequisites for using it?

Click on the hives menu in the top right corner of the screen , you will find the bookmarklet button image as shown in the image below:

Drag and drop this bookmarklet button to your browsers bookmarks bar to activate it.   See this article for details on how to add it in various browsers. 

How to use it?

You may come across an interesting piece of article while browsing on the web, you may easily save this to your hive with the bookmarklet tool.

While on the webpage of your interest, simply click on the “Add to” bookmarklet which is added to your bookmarks bar. A panel will open on top of the page displaying your hive screen with the compose page, select the portions of the article which you wish to save by clicking on them, the selected portions will be highlighted.  When you are done marking the clips, click on the hive panel and click on   button above the editor . You may then either save the content as a draft or publish it to your hive by giving the relevant access rights. 

02 Apr 2017

How do I manage the help center content and community?

Every hive has a help center public page.   By default the page is not activated, admin users can activate it from the Manage > Hive Settings > Pages

The help center public page enables your customers and prospects to access your public knowledge base of articles for self help and learning about your products and services. They can also contact you for various enquiries related to support, sales, media etc. by posting a request.

The help center public page consists of  these main sections:

  • Help center page banner with inline search box
  • Help guides

  • FAQs and community tabs

  • Help center button for self help and posting requests or community conversations (this also appears on all public pages of your hive)

The FAQs tab displays all article items of type documentation and support solution, marked for public access.  

The community tab features all the conversations posted by non-registered users or conversations marked for public access. These conversations might be questions related to your product or service offering, feedback, ideas or a new requirement suggestion or simple hacks that the public user might want to share. 

Anyone is free to share and reply to conversations posted in the community. The community helps converge ideas, opinions and provides a common platform for everyone to share their thoughts regarding your offering.

Admin users can curate and moderate the public conversations using the report issue feature.

08 May 2017

How can I manage my public pages?

What are public pages of a hive?

Public pages of a hive act like a website, they are a set of predefined pages visible to the public visitors of your hive. Article, conversation and offering items marked for public access are displayed to everyone without an account or sign up.  By default only the home page is enabled for the public, other pages can be enabled from the admin settings. 

The five public pages currently available on Crrux are:

  1.  Home page (/home) : The home page is a public identity for your hive, anyone visiting your hive can get an overview of your business, community or a bio telling about yourself if its your personal hive. The home page has dedicated sections giving a summary of your blog and catalog pages through cards displaying the latest blog posts and offerings respectively. 
  2. Catalog page (/catalog): The catalog page is the public page to display and give details about your product or service offerings, also allowing anyone to purchase your offering. Any offering which you publish and set the view access for public will be displayed on the catalog page. 
  3. Blog page (/blog): The blog page displays your blog posts and allows readers to share their thoughts and opinions. These blog posts are article items, (except for articles of type 'documentation' and 'support solution') which have view access given to the public. 
  4. Help center page (/help): Anybody visiting your hive may want to connect with you regarding business or to share a feedback, suggestion or grievance. The help center page lets you provide support through help documents and a separate community section for visitors/ users to engage with each other.  
  5. About page (/about): Tell about yourself, your team and your guiding vision through the about page. Display your contact details and location map.

How do you manage the public pages?

These public pages can be managed by only admin users of the hive, follow the below steps to modify the visibility and other settings of the public pages:

  • Go to Manage > App settings > Public pages

  • You may enable or disable these pages and further enter page specific details like the page name, tagline and a short description of the page.

  • You may also upload a banner image for every page which will be displayed on the specific pages.

  • Since these pages will be accessible to everyone on the internet, you may want to extend your reach to the appropriate audience through Google SEO. You may include relevant keywords in the field provided and save your settings.

08 May 2017

Can I have my own blog page? How can I manage it?

You can use your Crrux hive to power your personal/group/community/company blog.

  • Compose and publish articles as blog posts (except of type documentation and support solution) by using the green universal compose button on the top right corner. 

  • Type your blog post using the rich text editor, where you may attach images or embed videos inline, create tables or rich text as required.

  • Set the view rights for the article to "Anyone, including public/ not signed in users can view" i.e. any registered or non-registereduser can see it on your public blog page.

    How to make your blog page visible to the public?

    Similar to other public pages, you can also activate the blog public page. Hive admins can change these settings by following the below steps:

    • Go to Manage > App settings > Public pages
    • Enable / disable your blog public page, enter details like page name, tagline and a short description to tell your readers about your blog.
    • For enabling Google SEO for your blog, add keywords for the Google search engine to show your blog in the relevant search results.

    08 May 2017