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Topic

    Dorothy Norman
    Posting Videos into an FAQ
    Topic posted May 19, 2017 by Dorothy NormanRegular, last edited May 19, 2017 
    59 Views, 3 Comments
    Title:
    Posting Videos into an FAQ
    Content:
    We want to add some videos into our FAQs, the videos will be used for training, also to assist end users in the process of joining, renewing, recovering passwords, etc. 
     
    Does anyone know if their are any requirements for Oracle Service Cloud prior to posting a video? 
     
    Has anyone ever used Articulate to post any videos, etc. into their FAQs?  If so, can you please provide any insight on this, your pros and cons. Would like to hear from you, on any feedback.
     
    Or if you have used another method for posting videos into an FAQ can you share that information. 
     
    If possible, I would really like to see a website where your method of videos within an FAQ is used., this would be helpful.
    Version:
    Customer Portal, Service Cloud

    Answer

     

    • Danette Beal

      Hi Dorothy,

      I'm going to move this to the Knowledge Management Forum for better visibility.

      Thanks for your question!

      Danette, Community Manager

    • Luis Melo

      Hi Dorothy,

      If I understand your question correctly, you are looking to embed a video in an answer in OSvC Knowledge Base (Foundation).

      We've done this several times, and use it ourselves. See this answer in our customer portal, with a video embedded: https://capventis.custhelp.com/app/answers/detail/a_id/2/

      The way to do it (we use YouTube) is get the snippet of code that YouTube provides on the "Share > Embed" option of each video (see example below, where video link is highlighted) and place it on the answer (remember to put it on the "Source" tab)

      <div style="position:relative;height:0;padding-bottom:56.25%"><iframe src="https://www.youtube.com/embed/lPbRJTQWXYk?ecver=2" width="640" height="360" frameborder="0" style="position:absolute;width:100%;height:100%;left:0" allowfullscreen></iframe></div>

    • Barrilito

      Hi Dorothy,

      "Posting" a video to an answer rises some questions about what you mean here. As Luis describes, most of the times videos come from source outside service cloud, like youtube. Those sites have options to copy code which you can embed in your anwer, see Luis's example. That way you are depending on content from someone else, but has the advantage that you don't have to host a perhaps large video file.

      Another option could be creating an answer as an "url" type, and giving it a url to a video that you place in your assets folder on the customer portal. Be aware that everything you place in the assets folder is visible to anyone, no matter if you use ip restriction or not (as the assets folder is not protected). Using it this way, your answer shows up in your answers/list page and clicking the answer will navigate the browser straight to the url with the video, so your browser is then in control to play the video. Disadvantage here is leaving the portal is you are not in the details page of an answer.

      Regards.