Question 1

Can you give me an overview of the FAQ section of MyMalcolm?

Accepted Answer

The FAQ section is of MyMalcolm is where you create and manage your FAQ content.

Within the FAQ section there are several different areas:

* **Overview:** here you can see statistics on the number of views, searches and feedbacks on your collection of FAQs.  You can also see your highest rated FAQs and the top searches.   You can vary the time period these statistics refer to by adjusting the drop down towards the top left of the graphs.

* **Library:** this is where you can access and manage all the individual FAQ's that you have created or are in the process of creating. There are a variety of display, search, sort and filter options on this screen.  You can also mark FAQs as favourites, apply labels and select multiple FAQs to do bulk editing.

* **Feedback:** on this screen you can sell all the feedback that has been submitted by your customers on your FAQs

* **Activity:** here you can see an audit trail of all FAQ activity by you and other members of your Team

* **Authors:** create and manage the public authors of your FAQs here - these are shown as part of the FAQ details (or "meta") that your customers can see.

* **Categories:** Create and manage categories here. Your FAQ's can live in one or more Category.  Categories enable you to organise your FAQs into logical groups around topics that make sense to your business, for example you could group FAQs around products or services or locations.  Customers can browse FAQ's by category.

* **Labels:** Labels are free form text descriptions that you can attach to particular FAQs in your Library. They can help you organise your FAQs. Labels are seen by you and your instance team members only - they aren't seen by your customers.

* **Tags:** Tags are a way of describing your content and allow an alternate way for your customers to browse FAQ's aside from search and categories.

Question 2

Can I turn off the Workflow title?

Accepted Answer

If you don't want your Workflow title to display you can set this from the configure screen of the Workflow in question.

![Screenshot 2020-08-11 at 17.45.24.png](https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/HwJyEPPI3q/resources/JtWPLTjDHT/Screenshot%202020-08-11%20at%2017.45.24.png)

This setting affects both the web and embed versions of your Workflow.  If you want the title to display on one type but not the other you could clone your Workflow and use different settings for each.

Question 3

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 4

How do I hide an FAQ?

Accepted Answer

You can change the visibility of an individual FAQ within that FAQ's Configure section

Browse to the FAQ in question via the Library, select it and then go to the Configure section, then Visibility.

Here you have the following options: 
* Set as visible on your site and search engines (default)
* Set as visible on your site but hidden from search engines
* Set as hidden from your site and search engines

Question 5

How do I sign up?

Accepted Answer

You can sign up and create a Malcolm! user account by filling in the [registration form here](https://malcolm.support/register).

You will need to verify your account via clicking a link in an email we send to your email so please ensure you use a real email address!

It is free to sign up and have a Malcolm! user account - billing belongs to an Instance rather than a user.  [See here for more on Instances. ](https://support.malcolm.support/faqs/categories/instances)

Your user account can be attached to one or more instances of Malcolm! and you can easily switch between them.  This can be great if your company or organisation are using Malcolm! for various different things or if you are a freelancer and work with Malcolm! across different clients or projects.

Question 6

How do I leave Malcolm?

Accepted Answer

If you want to leave an instance you can ask the owner of any instance(s) you are a member of to remove you.

If you are the owner of an instance and you wish to delete that instance you can do this via MyMalcolm (in the Settings section).

If you no longer wish to be responsible for an instance but you want the instance to live on you can transfer ownership to somebody else via the settings section of MyMalcolm.  The new owner must agree to take over responsibility for the instance.  Remember that billing belongs to an instance so you may wish to update the billing details of an instance before you transfer it to someone else .

If you want to delete your user account please [contact us](https://malcolm.support/contact).

We are always sorry to see people leave Malcolm! so if there is a particular reason or issue that is causing you to leave and you think we might be able to help please do [contact us](https://malcolm.support/contact) and let us know.

Question 7

Is there a limit to the number of times a Workflow can be completed?

Accepted Answer

No - there are no restrictions on the number of times a user can complete a Workflow on any of our plans.

Question 8

Can I change the "related questions" heading in FAQs?

Accepted Answer

You can change the "Related question" heading via your theme.  This can useful if you are using the FAQ part of Malcolm! to publish articles or other types of content rather than just answers to questions.

To update the label go to the Brand section in MyMalcolm, then Themes, then click the edit icon in the relevant theme then select "FAQs" in the left hand nav.

Question 9

How do I set up my Hosted Hub?

Accepted Answer

Every instance of Malcolm! comes complete with a Hosted Hub that you can configure and customise. [You can find out more about the Hosted Hub here](https://support.malcolm.support/faqs/what-is-my-support-hub) and if you want to turn if off you can [find out how to do that here. ](https://support.malcolm.support/faqs/how-do-i-turn-off-my-hosted-hub) In MyMalcolm if you click "View Live" towards the top the screen you'll see what your Hosted Hub currently looks like. The two things you are probably most likely to want to change are the URL the Hub is on and the Hub's look, feel and content. Here is how to configure each of those areas. **1. Configure the URL** In MyMalcolm, go to the Settings section, then select "Custom Domains" from the vertical left hand menu. In this area you can change the URL your Hosted Hub will use. It's possible (and no extra charge) to use your own external domain or sub-domain. Customise your domains in MyMalcolm

**2. Change your Hub's look, feel and content** You can extensively customise your Hosted Hub to suit your own requirements. To do this, go to the Brand section of MyMalcolm, clone an existing theme, then choose the edit icon on your cloned theme. Theme management in MyMalcolm

In the edit theme area use the left hand vertical navigation to see all the custom options you have. Editing a theme in MyMalcolm

Question 10

Why is my embed not showing?

Accepted Answer

If you've set up an embed but can't see it check these things:

* Have you implemented the tags correctly? Double check the tag install instructions

* Is the embed published? If it’s not published it won’t show

* If you are using them check your URL rules - the rule type could be too strict (e.g. URL is exactly xxx rather than URL starts with xxx) - if you are testing on a dev or test URL you can add this within the URL rule section

* Check the scheduling - if there’s a schedule to only show the embed on certain days and/or between certain times that may be having an effect

* If you are testing on mobile check you've not disallowed the emded showing on mobile

If you are still having problems please [open a support ticket](https://support.malcolm.support/workflows/submit-support-ticket) and we'll help!

How can we help?

Using Malcolm! and need help?

What do you think of Malcolm?