This walkthrough describes how to build and to deploy a customized escalation page to contain customized support information. OEMs and system builders must customize the escalation page to display support information for multiple language and multiple regional distribution.

The escalation pages can use a customized cascading style sheet (CSS). For more information about using customized CSS for your customized Help Home and Escalation pages, see "How to: Customize Help Home and Escalation Pages" in the Help Authoring Guide (Help_Authoring.chm). This is located in the \SDKs folder, which the Windows OEM Preinstallation Kit (Windows OPK) and Windows Automated Installation Kit (Windows AIK) create during installation.

Note:

There are several topics in the Help_Authoring.chm that you should familiarize yourself with before you go through this walkthrough. Two of the more important are: How Windows Help Works, and Setting up Directories for Authoring and Deploying Help.

The Escalation Page Template contains an area for authoring customized content and a required Microsoft Maintenance section. You may use the code example as the starting point for creating your own customized escalation page.

This walkthrough uses sample XML with information for a fictitious company, Fabrikam, which is used for reference purposes only. To complete this walkthrough, replace the Fabrikam company name and information with your company name and information.

The folder structure that is used throughout this walkthrough uses placeholder names. You may replace HelpContent and HelpSetup with more appropriate names for your actual content.

Example code for deploying your customized Help and Support content is given at the end of this topic for both OEM and corporate scenarios.

In the \Samples folder that is created when you install either the Windows OPK or the Windows AIK, the Help customization sample files are provided for OEM and Corporate help customization.

Prerequisites

To complete this walkthrough, you need the following:

  • A technician computer. For more information, see Building a Technician Computer.

  • A text editor with limited formatting options, such as Notepad.

  • The Help Authoring Guide (Help_Authoring.chm). This is located on the Windows OPK and Windows AIK DVDs.

  • An authorized copy of a Windows® 7 product DVD.

  • The following folders on your technician computer:

    • C:\HelpContent\Escalation

    • C:\HelpContent\Escalation\Topics

    • C:\HelpContent\Escalation\Resources

    • C:\HelpSetup\en-US

Step 1: Add Your Custom Content

  1. Open the C:\HelpContent\Escalation\Topics folder.

  2. Create a new text file.

  3. Copy and paste the following code into the file, and save it with the name Escalation.xml.

    <?xml version="1.0" encoding="utf-8"?>
<conceptual contentType="Conceptual" xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance" xmlns="http://schemas.microsoft.com/maml/2004/10">
<!--Insert a title for your support page here-->
<title>Fabrikam Customer Support</title>
<content>
   <!-- Insert your support information here -->
<para>
	<embedObject targetVerification="false">
	<caption></caption>
	<objectUri href="mshelp://oem/?id=Fabrikam.Windows.Client.F.PNG" mimeType="image/png">
		<summary>Fabrikam logo.</summary>
	</objectUri>
	</embedObject>
	</para>

	<para>
	North America:
	<navigationLink>
		<linkText>http://www.fabrikam.com/support</linkText>
		<uri href="http://www.fabrikam.com/support">
		<summary>Support site for North America.</summary>
		</uri>
	</navigationLink>
	</para>

	<para>
	United Kingdom:
	<navigationLink>
		<linkText>http://www.fabrikam.co.uk/support</linkText>
		<uri href="http://www.fabrikam.co.uk/support">
		<summary>Support site for the United Kingdom.</summary>
		</uri>
	</navigationLink>
	</para>

	<para>
	Germany:
	<navigationLink>
		<linkText>http://www.fabrikam.de/support</linkText>
		<uri href="http://www.fabrikam.de/support">
		<summary>Support site for Germany.</summary>
		</uri>
	</navigationLink>
	</para>

	<para>
	France:
	<navigationLink>
		<linkText>http://www.fabrikam.fr/support</linkText>
		<uri href="http://www.fabrikam.fr/support">
		<summary>Support site for France.</summary>
		</uri>
	</navigationLink>
	</para>
	<para>Technical Support (North America): 1-555-123-4567</para>
	<para>Technical Support (Worldwide): 1-123-456-7890 (Hours are 8:00 A.M. to 5:00 P.M. M-F Pacific Time)</para>
	<para/>
	<para>The example companies, organizations, products, domain names, e-mail addresses, logos, people, places, and events depicted herein are fictitious.  No association with any real company, organization, product, domain name, email address, logo, person, places, or events is intended or should be inferred.</para>

<!-- Escalation Page Content End -->

	<sections>
		 <!--NOTE: The Microsoft escalation module MUST be included as part of your escalation page.  Do not delete the following section.-->
		 <section replaceWith="mshelp://windows/?id=12345678-1234-1234-1234-123456789000#msft_escalation_module">
			<title/>
		 </section>
	</sections>
   </content>
</conceptual>
  4. Locate the text <!--Insert a title for your support page here-->, and replace it with Fabrikam Customer Support.

  5. Locate the text <!--Insert your support information here-->, and insert your company support information.

  6. Save and close the file.

  7. Copy the art image file (in PNG format) for the Fabrikam logo to C:\HelpContent\Escalation\Resources\Fabrikam.Windows.Client.F.PNG

  8. Copy the style sheet (.css) file for the Fabrikam escalation page to C:\HelpContent\Escalation\Resources\Fabrikam.Windows.Client.stylesheets.escalation.css.

Step 2: Create Project-Level Files

  1. Open the C:\HelpContent\Escalation\ folder.

  2. Create a new text file.

  3. Copy and paste the following code into the file, and save it with the name Escalation.h1c.

    <?xml version="1.0" encoding="utf-8"?>
<HelpCollection Id="Escalation" DTDVersion="1.0" FileVersion="" LangId="1033" Copyright="(c) 2005 Microsoft Corporation. All rights reserved." Title="Escalation" xmlns="http://schemas.microsoft.com/help/collection/2004/11">
   
   <CompilerOptions CompileResult="H1S" CreateFullTextIndex="Yes" BreakerId="Microsoft.NLG.en.WordBreaker">
   </CompilerOptions>
   
   <VTopicDef File="Escalation.H1V" />
   
   <KeywordIndexDef File="AssetId.H1K" />
   <KeywordIndexDef File="BestBet.H1K" />
   <KeywordIndexDef File="LinkTerm.H1K" />
   <KeywordIndexDef File="SubjectTerm.H1K" />
   
   <ItemMoniker Name="!DefaultTOC" ProgId="HxDs.HxHierarchy" InitData="AnyString" />
   <ItemMoniker Name="!DefaultFullTextSearch" ProgId="HxDs.HxFullTextSearch" InitData="AnyString" />
   <ItemMoniker Name="!DefaultAssetIdIndex" ProgId="HxDs.HxIndex" InitData="AssetId" />
   <ItemMoniker Name="!DefaultBestBetIndex" ProgId="HxDs.HxIndex" InitData="BestBet" />
   <ItemMoniker Name="!DefaultAssociativeIndex" ProgId="HxDs.HxIndex" InitData="LinkTerm" />
   <ItemMoniker Name="!DefaultKeywordIndex" ProgId="HxDs.HxIndex" InitData="SubjectTerm" />
</HelpCollection>
  4. Save and close the file.

  5. Open the C:\HelpContent\Escalation\ folder.

  6. Create four new text files with the following names.

    • AssetId.h1k

    • BestBet.h1k

    • LinkTerm.h1k

    • SubjectTerm.h1k

  7. Copy and paste the following code into each file, replacing the value of the Name attribute with the appropriate value for each file type.

    <?xml version="1.0" encoding="utf-8"?>
<!DOCTYPE HelpIndex>
<HelpIndex DTDVersion="1.0" Name="[ AssetId | _BestBet | LinkTerm | SubjectTerm]" />
  8. Save and close each file.

  9. Open the C:\HelpContent\Escalation\ folder.

  10. Create a new text file.

  11. Copy and paste the following code into the file, and save it with the name Escalation.h1v.

    <?xml version="1.0" encoding="utf-8"?>
<VTopicSet DTDVersion="1.0" xmlns="http://schemas.microsoft.com/help/vtopic/2004/11">
   <Vtopic Url="topics\escalation.xml" RLTitle="Get customer support or other types of help">
	<Attr Name="assetid" Value="fabrikam.windows.client.escalation" />
	<Keyword Index="AssetId" Term="fabrikam.windows.client.escalation" />
	<FTSText>help support assistance technical support customer service tech support live help phone support help and support center</FTSText>
   </Vtopic>
	<VTopic Url="resources\Fabrikam.Windows.Client.F.PNG">
	<Attr Name="assetid" Value="Fabrikam.Windows.Client.F.PNG" />
	<Keyword Index="AssetId" Term="Fabrikam.Windows.Client.F.PNG" />
   </VTopic>
</VTopicSet>

Step 3: Create Collection-Level Files

  1. Open the C:\HelpSetup\en-US\ folder.

  2. Create a new text file.

  3. Copy and paste the following code into the file, and save it with the name Corporate.h1c or OEM.h1c.

    Before you save the following code, edit [OEM_ | Corporate_] so that the brackets are removed and you have specified the correct name, based on whether you are an OEM or a corporate customer.

    <?xml version="1.0"?>
<HelpCollection xmlns="http://schemas.microsoft.com/help/collection/2004/11" DTDVersion="1.0" LangId="1033" Title="[OEM | Corporate] Collection">
<TOCDef File="[OEM |  corporate].H1T" Id="InsertTOC:[OEM |  Corporate] "/>
<KeywordIndexDef File=" [OEM_ | Corporate_ ]AassetIid.H1K"/>
<KeywordIndexDef File="[OEM_ | Corporate_ ]SubjectTerm.H1K"/>
<KeywordIndexDef File=" [OEM_ | Corporate_ ]BestBet.H1K"/>
<KeywordIndexDef File="[OEM_ | Corporate_ ]LinkTerm.H1K"/>
<ItemMoniker Name ="!DataSource" ProgId="HxDs.HxDataSource" InitData =""/>
<ItemMoniker Name="!DefaultToc" ProgId="HxDs.HxHierarchy" InitData="AnyString"/>
<ItemMoniker Name="!DefaultFullTextSearch" ProgId="HxDs.HxFullTextSearch" InitData="AnyString"/>
<ItemMoniker Name="!DefaultAssetIdIndex" ProgId="HxDs.HxIndex" InitData="AssetId"/>
<ItemMoniker Name="!DefaultKeywordIndex" ProgId="HxDs.HxIndex" InitData="SubjectTerm"/>
<ItemMoniker Name="!DefaultAssociativeIndex" ProgId="HxDs.HxIndex" InitData="LinkTerm"/>
<ItemMoniker Name="!DefaultBestBetIndex" ProgId="HxDs.HxIndex" InitData="BestBet"/>
</HelpCollection>
  4. Save and close the file.

  5. Open the C:\HelpSetup\en-US folder.

  6. Create four new text files with the following names ([OEM | Corporate] depending on whether you are an OEM or Corporate customer:

    • [OEM | Corporate]_AssetId.h1k

    • [OEM | Corporate]_BestBet.h1k

    • [OEM | Corporate]_LinkTerm.h1k

    • [OEM | Corporate]_SubjectTerm.h1k

    Copy and paste the following code into each file. Replacing the value of the Name attribute with the appropriate value for each file type.

    <?xml version="1.0"?> <HelpIndex xmlns="http://schemas.microsoft.com/help/collection/2004/11" DTDVersion="1.0" Name="[AssetId | BestBet | LinkTerm | SubjectTerm]"> </HelpIndex>

  7. Open the C:\HelpSetup\en-US folder.

  8. Create a new text file.

  9. Copy and paste the following code into the file, and save it with the name Corporate.h1t or OEM.h1t.

    <?xml version="1.0"?> <HelpTOC xmlns="http://schemas.microsoft.com/help/collection/2004/11" DTDVersion = "1.0" Id = "Apv1_TOC" FileVersion = "1.0.0.0" LangId ="1033" ParentNodeIcon = "Book" PluginStyle = "Hierarchical" > <HelpTOCNode Url="mshelp://OEM/?tocid=TOCRoot"> <HelpTOCNode Url="mshelp://OEM/?tocid=Fabrikam_Information" Title="Fabrikam Information" > <HelpTOCNode Url="mshelp://oem/?id=Fabrikam.Windows.Client.helphome" Title="Fabrikam Home" /> <HelpTOCNode Url="mshelp://oem/?id=fabrikam.windows.client.escalation" Title="Fabrikam Support" /> </HelpTOCNode> </HelpTOCNode> </HelpTOC>

  10. Save and close the file.

Step 4: Create Compiled Help Files

  1. Note:

    Before you use the following path, edit [Windows OPK | Windows AIK] so that the brackets are removed and you have specified the correct location based on whether you are using the Windows OPK or the Windows AIK.
    Open a command prompt and go to C:\Program Files\[Windows OPK | Windows AIK]\SDKs\Help and Support\AP Help Compiler\X86.

  2. Enter the following command:

    apcompnt.exe -p C:\ Helpcontent\escalation\Escalation.h1c -o C:\Helpsetup\en-US\Escalation.h1s
    The .H1S file is created in C:\Helpsetup\en-US.

Step 5: Create a HelpConfig.xml File

  1. Create a new text file.

  2. Copy and paste the following code into the file, and save it to %WINDIR%\Help\HelpConfig.xml.

    For online customization, this folder is on the destination computer. An online Windows installation is a Windows installation that is currently running on the computer.

    For offline customization, this folder is on the technician computer. An offline Windows installation is a Windows image that is not currently running. The Windows image can be in a Windows image (.wim) file, or a Windows installation that is on a separate partition.

    <oemHelpIns xmlns="urn:schemas.microsoft.com:oemhelpins"> <credentials domain="" userName="" password=""/> <content path="C:\HelpSetup\"/> <customization type="home" pageUrl="" cssUrl=""/> <customization type="escalation" pageUrl="mshelp://oem/?id=fabrikam.windows.client.escalation" cssUrl=""/> </oemHelpIns>

    Note:

    URLs that are used in the configuration file should all be of the form mshelp://oem/?id=
    Replace “oem” with “corporate” in the pageurl if you are a corporate customer.

    This HelpConfig file uses the Microsoft default stylesheet which is used for the Help and Support client. It is recommended that the customers use this stylesheet because this will improve startup performance time.

    If you want to use your custom stylesheet, use the following for your HelpConfig.xml:

    <oemHelpIns xmlns="urn:schemas.microsoft.com:oemhelpins"> <credentials domain="" userName="" password=""/> <content path="C:\HelpSetup\"/> <customization type="home" pageUrl="" cssUrl=""/> <customization type="escalation" pageUrl="mshelp://oem/?id=fabrikam.windows.client.escalation" cssUrl="mshelp://oem/?id=Fabrikam.Windows.Client.stylesheets.escalation.css"/> </oemHelpIns>

    replace “oem” with “corporate” in the pageurl if you are a corporate customer.

    If you want to customize the Home page too, then add your home page url and make sure that your help config file is similar to the following:

    <oemHelpIns xmlns="urn:schemas.microsoft.com:oemhelpins"> <credentials domain="" userName="" password=""/> <content path="C:\HelpSetup\"/> <customization type="home" pageUrl="mshelp://oem/?id=Fabrikam.Windows.Client.helphome" cssUrl=""/> <customization type="escalation" pageUrl="mshelp://oem/?id=fabrikam.windows.client.escalation" cssUrl="mshelp://oem/?id=Fabrikam.Windows.Client.stylesheets.escalation.css"/> </oemHelpIns>

    If you want to customize your stylesheet for the homepage, add the cssURL.

Next Steps

To add custom help to an online reference image by using OCSetup

  1. Boot the destination computer into audit mode.

    From an elevated command prompt, run %windir%\system32\Sysprep\sysprep.exe /audit

    For more information about audit mode, see How Sysprep Works.

    The computer will shut down and restart.

  2. Ensure that you are logged on with an account that has administrator privileges.

  3. On the destination computer, click Start, point to All Programs, point to Accessories, and then click Command Prompt.

    The Command Prompt windows opens.

  4. At the command prompt, enter one of the following commands to run OCSetup. (Your choice depends on whether you are an OEM or a corporation making customizations.)

    start /w OCSetup OEMHelpCustomization
    -or-

    start /w OCSetup CorporationHelpCustomization
  5. Delete the HelpConfig.xml file from the computer.

To add custom help to an offline reference image by using Deployment Image Servicing and Management (DISM)

  1. Click Start, point to All Programs, point to Windows OPK or Windows AIK, right-click Windows PE Tools Command Prompt, and then select Run as administrator.

  2. Enter the following command to mount an offline image:

    DISM.exe /Mount-Wim /WimFile:C:\install.wim /index:1 /MountDir:Z:\wim_mount
    In this command, Z:\wim_mount is the mount folder, C:\Install.wim is the name and the location of the .wim file to mount, and 1 is the reference number of the specific volume in the .wim file.

  3. Do one of the following:

    • To enable OEM-customized Help content, enter the following command to run DISM.

      DISM.exe /image:Z:\wim_mount /Enable-Feature /FeatureName:OEMHelpCustomization
    • To enable corporation-customized content, enter the following command.

      DISM.exe /image:Z:\wim_mount /Enable-Feature /FeatureName:CorporationHelpCustomization
    DISM first searches for HelpConfig.xml on the computer on which it is running, at the location%WINDIR%\Help\HelpConfig.xml. If HelpConfig.xml is not there, DISM searches in the same directory in the mounted image that is being modified.

To Add Custom Help to an Online Reference Image

Use one of the following commands:

dism /online /enable-feature /featureName:OEMHelpCustomization

or

dism /online /enable-feature /featureName:CorporationHelpCustomization

Note:

DISM can also be run from a Windows PE environment to modify a Windows image that is installed to a local hard drive. In this case, assuming that Windows is installed to the C drive, delete the section in the appropriate command line in Step 3, starting with /image:<path_to_image> /WinDir:<path_to_WinDIr>, and replace it with the following command: //online.
Important:

Do not enable customized Help packages in the Microsoft-Windows-Foundation package. The customized Help features CorporationHelpCustomization and OEMHelpCustomization in the Microsoft-Windows-Foundation package should not be enabled. These features should be enabled only if all of the correct help files and resources are in the correct locations on the Windows image. Enabling either of these features without having the help resources in place might cause Windows Setup to fail. For information about creating a custom Windows 7 Help solution, see the Windows Help Authoring Guide.

For more information about Windows PE, see Work with Windows PE.

To Remove Customized Help Either Online or Offline

Use one of the following commands:

dism /online /disable-feature /featureName:OEMHelpCustomization

-or-

dism /image:z:\wim_mount /disable-feature /featureName:OEMHelpCustomization

See Also