Question 1

How do I set the time zone of my Instance?

Accepted Answer

You can choose the time zone your Malcolm! instance runs in MyMalcolm via Settings / Instance / General.

When you select times/dates in MyMalcolm eg for things like scheduled publishing these should reflect the time zone of the instance rather than your local time zone (which might be different). Similarly when you export data and receive email alerts from Malcolm! these will reflect the instance time zone.

Question 2

Can I clear sort options in the Library area of MyMalcolm?

Accepted Answer

Within the Library of FAQs and Workflows in MyMalcolm you can click certain column headings to sort by that column. The first two clicks will vary the sort direction (ascending or descending) and the last click will clear your sort!

Question 3

What are Categories in FAQs?

Accepted Answer

Categories offer a way of organising your FAQs around similar areas. For example you may wish to group some of FAQs into a "pre sales" category and others into a "post sales" category. Or if you sell many different types of product you might want to create categories for each product and categorise your FAQs in this way.

Customers may choose to browse FAQs by category as well as searching.

An FAQ can exist in more than 1 category and you can also create sub categories within categories.

Question 4

Can you help me create content for Malcolm?

Accepted Answer

Yes, we can help you create content for Malcolm! and general customer support and customer service content via "Malcolm Agency Services".

See here for further details and to get a quote.

Question 5

What are labels in MyMalcolm?

Accepted Answer

Labels are free form text descriptions that you can attach to particular FAQs or Workflows in your Library. They can help you organise your FAQs or Workflows. For instance you could create a label called "Needs Update" and attached that label to FAQs of Workflows that you know are out of date.

To create and manage your labels first go into the FAQ or Workflow section within an instance in MyMalcolm. Then select Labels on the black horizontal bar. Note that labels created within FAQ or Workflows are unique to that section. They don't span sections. If you wish to use the same labels in both sections you will need to create the label in each section.

You apply created labels to FAQs or Workflows via the Library. Select the FAQs or Workflows you wish to add the label to by checking the respective check boxes and then click the label icon and clicking the label you wish to apply.

Labels will only be seen by you and other members of your instance Team. They won't be seen by your customers.

Question 6

How many instances can I have?

Accepted Answer

There is no limit to the number of Malcolm! instances your user account can be attached to.

Question 7

Can I turn the spell checker in MyMalcolm off?

Accepted Answer

As you type content in the MyMalcolm FAQ markdown editor your text is automatically spell checked - words that are not recognised by the spell check are highlighted in red. To turn this feature off click the "x" symbol in the "Full answer" area of "Compose your question and answer"

Question 8

Do you support anchor links?

Accepted Answer

We support the ability to scroll the user to certain parts of your content on the same page via anchor (or "jump") links.

To insert an anchor click the anchor icon in the markdown editor. Type a name for your anchor in the dialog and hit insert (Malcolm! will make your text lower case and replace any spaces with a dash)

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/HwJyEPPI3q/resources/oCqoO1obU2/Insert%20anchor.png (Insert anchor dialog)

To link to the anchor use the create link dialog and find your anchor from the drop down list.

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/HwJyEPPI3q/resources/7oI1UVxRhF/Target%20link%20to%20anchor.png (Target link to anchor)

Malcolm! will then add markdown to your content, you can see an example below

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/HwJyEPPI3q/resources/TkGY25Md9d/Anchor%20and%20target%20in%20markdown.png (Anchor and target in markdown)

Alternatively you can create your anchors and links directly in markdown, the syntax is as follows

To define your anchor

To link to your anchor

See the video below for a walkthrough of this feature