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Differences between Core and Extra packages

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Michael

14 Feb, 2012 01:36 AM

Hi - Hi - I am investigating your knowledgebase product for a client. They are looking for a good Knowledgebase solution, also looking for community forums. My questions:
- What are the practical differences between the Core & Extra packages? I guess I don't understand what "discussion filters", "Single sign-on", and "Groups/Companies", as listed on the pricing page, refers to. - Tender Support can be set up for two (or more?) classes of users ie. general public, and users who have paid for support. Is this available in the Core, or Extra plans? Likewise, is forums there? - Can we use an external file on our server to authenticate who the 2nd-tier users are? Then we don't have to continuously re-update the support-paid file to your server. - as an article is being written, can the solution be kept as an internal access only document until it has been fully worked through a few times?

1. 1 Posted by Tim on 14 Feb, 2012 01:53 AM

   

   Hi Michael,

   Let me respond to your questions individually; once you have a sense of our terminology for the features, you can better compare what you can get at each of our 3 levels of plans:

   • Discussion Filters: this allows you to set filters (a bit like Gmail's filters) based on certain criteria. For example, if you want all discussions created by a specific person to go into a specific category, you can do that. If you want them to be grouped into a queue you can do that as well.

   • Single Sign On is a feature we have so that users at your own website can automatically be authenticated when they come into your Tender site. If you have an existing userbase with authentication on your end, they would not have to log in again to view your Tender site.

   • Companies are one way to group your users. The best way to understand how Companies on Tender works is to see the Knowledge Base article here: https://help.tenderapp.com/kb/general-use/what-are-companies

   • Beta/Important users: You can create categories and knowledge base articles that are restricted to users on the Beta or Important lists. For example, if you have a beta product and you want only certain users to be able to access forums about a product in development, you may want to use this feature. The Beta user functionality is only available on our Ultimo Plan.

   • Forums are available on all plans. You can create categories that are private by default if you wish to see discussions without users being able to view them. We do this for our billing category for obvious reasons. You can also switch any discussion from public to private (or vice versa) at any time. One thing to be aware of, is sometimes Google will index a public discussion before it has been made private. Those items will remain in Google's cache until the cache expires, but once it expires, that discussion will not be accessible even on Google.

   • We do not use any external method to manage these user types, you would have to change the user type for the users in question on your dashboard. You can invite users and select what type they are. There is no limit on the number of Beta users you can have.

   • When you are creating a Knowledge Base article, you can keep it as a Draft. Drafts are not visible to the public or beta users, only Support team members can access Draft articles -- and multiple support users can edit the file while you work on it until you are satisfied that it is ready to be published.

   Let me know if you have any other questions.

   Thanks,
   Tim

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2. 2 Posted by Michael on 16 Feb, 2012 02:07 AM

   

   Thanks for your answers, Tim.

   Since we have users who have paid for support, we could use the single-sign-on to authenticate them before coming into the KB I presume? Otherwise, how would we do that.

   You said that "We do not use any external method to manage these user types". So there isn't any automatic way to limit what users can do as they come in the front door, other than having someone set their user-type one user at a time?

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3. 3 Posted by Amanda on 16 Feb, 2012 07:56 PM

   

   Michael,

   Yes, you can pass existing users' credentials through to Tender using single sign-on. To mark the beta/important you just have to pass that through as another parameter, like you would with email.

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4. 4 Posted by michael on 17 Feb, 2012 03:39 AM

   

   And without Single Sign on, we would have to maintain the Important list
   separately from the authorized user list we already have on our own server?

   Michael

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5. 5 Posted by Amanda on 17 Feb, 2012 06:55 PM

   

   Michael,

   I'm not sure I am understanding your question. Can you provide a little more context/detail?

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6. Amanda closed this discussion on 21 Feb, 2012 07:56 PM.