THE CUSTOMER SUPPORT KNOWLEDGE BASE FAQ

Transcription

1 THE CUSTOMER SUPPORT KNOWLEDGE BASE FAQ What is the Knwledge Base? - The Knwledge Base (r KB) is a searchable database in which different dcument types f technical dcumentatin are aggregated. These vary frm traditinal manuals t dynamic cncepts and ckbks t edited Hw-t articles, Vide Tutrials and many mre. Yu can access it via Wh has access t the KB? - The cntent f the Intershp Knwledge Base is targeted t technicians wrking with Intershp Sftware. Therefre, nly persns with a backgrund that is validated with a Supprt cntract can access it. This backgrund can either be a declaratin as named cntact by the cntract hlder r yu can register yurself individually using the address f a cntract hlding cmpany r tell us the cntract ID f yur cmpany. - Such a self-registered KB nly accunt may surf the Knwledge Base t be able t slve smaller issues that culd ccur in yur everyday wrk with Intershp sftware. Additinally, ne can cmment and rate the KB dcuments. Named cntacts have extended rights- pening Tickets, dwnlading updates and maintaining the cntact sheet. What types f dcuments can be fund? - The Knwledge Base is filled with dcuments f different types, each ne targeting a different use case. There are: User Manuals & Guidelines This area targets technicians in general. Setup Manuals list mstly pdfs that cver dcumentatin n hw systems, cartridges r databases are installed r deplyed. Cncepts are dcuments that cver the definitin f a single tpic. A cncept is a cmmn feature r characteristic and inherits Ckbks and References t this tpic. Develper Manuals cllect the cntent f the nline help functinality f Intershp Studi. Ckbks are a cllectin f recipes- each ne a mre in-depth dcumentatin f a single task that cnnect t a tpic which was defined in the crrespnding cncept. Readmes prvide imprtant prduct infrmatin, including basic setup instructins and cnfiguratin tasks. References are intended fr develpers wh want t make use f an easy-t-use API when develping frntend slutins. User & Admin Manuals are a cllectin f pdf manuals that sum up the cntent f the Sftware s nline help based n rle-based tasks. Guidelines cver wrkarunds, best practices, style guides and ther tasks that are nt specifically unique fr Admins. Feature Lists present the features included in the Intershp sftware. Technical Papers describe bigger pictures t ptimize, maintain r understand yur system in depth. System Requirements Sheets list all necessary hardware and sftware cmpnents fr the varius perating system and applicatin server versins.

2 KB Articles are nt part f the fficial dcumentatin and mstly cntain wrkarunds r tips & tricks that cme frm the daily wrk f ur Supprt Engineers N sub categries Annuncements & Newsletters TechTalk Newsletter is sent quarterly t all users f the KB. It reviews what is happening arund Intershp and Custmer Supprt. Vide Tutrials are meant t instruct, teach and explain Intershp features n an audivisual level. N sub categries Prduct Develpment Dcuments are targeted t develpers t help them custmize Intershp sftware Release Ntes infrm custmers abut new features and changes in new prduct releases. JavaDcs cntain the API dcumentatin f cartridges fr Intershp sftware - as bth CHM and HTML. Difference Reprts list all differences between tw released Intershp versins until 7.3. After that, DiffReprts are n lnger generated. Entity-Relatinship Mdels are data mdels fr describing the infrmatin aspects f a business dmain r its prcess requirements, in an abstract way that lends itself t ultimately being implemented in a database. Wireframes are screen blueprints, a visual guide that represent the skeletal framewrk f a webshp. Defects n sftware is free f errrs. Here, slved issues are dcumented. N sub categries Seminar & Cnference Dcuments are a cllectin f training r presentatin material. Micr Trainings are made by ur develpers and ffer a really deep insight in special features. Develper Day Dcuments are presentatins given by ur develpers at internal fairs t shw current wrk in prgress f their prjects. Miscellaneus when nthing else matches, smetimes this cntainer is necessary. What functinalities des the KB ffer? - In the Intershp Knwledge Base yu can extend yur knw-hw f Intershp Sftware. Yu can search r brwse dcuments, read and cmment them. Is there a ntificatin fr new dcuments? - Yes, yu can use the RSS Feed t be infrmed abut new dcuments. The URL is r use the buttn t subscribe:

3 Hw d use the Search functinality? Picking the right dcument in the Knwledge Base mstly requires a tw-step search: Yu need a search phrase in the textbx and t set filters in the left side navigatin. Executing nly ne f these steps wrks, t, but the search result page may be nt specified enugh. T d a text search, type in a string f yur chice. After the third character, a suggestin bx is presented, ffering yu the mst cmmn search phrases, their number f results and syntax variatins: Yu can chse ne f these suggestins r keep n typing, then hit enter. Yu are nw n the Knwledge Base Search Result page and have the pssibility t narrw dwn yur results by using filters n the left side navigatin. This graphic presents the structure and functinalities f the Search Results page: A useful functinality is the srting mechanism. There are three ptins: Relevance (based n a frmula cncerning keywrd cunting, title and dcument type, Frmat (html page,.zip,.pdf ) and Date. Use it t srt the search results as yu need it. Yu can als change the number f results per page. The tree tabs all results, nly dcuments and nly defects will help yu t cncentrate n yur search phrase- if yu are lking fr the slutin fr an errr message, fcusing n defects may help. Otherwise yu can exclude them t minimize the number f search results.

4 If yu fund an interesting dcument, click n the title t pen it. Smetimes (readmes, javadcs, etc) there is just a.zip file dwnlad link, n dcument page. If this is the case, use the.zip file fr yur desired task. If yu have a regular dcument, yu can read it n its page. What if I d nt have a certain textphrase t search fr? If yu d nt want t start with a text search, fr example yu want t have an verview f all Vide Tutrials r dcuments related t a certain prduct versin, yu can skip the text search and start by brwsing the Knwledge Base right frm its Hmepage: The mre tag leads t the fully expanded filter navigatin.

5 Yu can (un)check the checkbxes t (de)activate multiple filters. The grey numbers indicate the number f search results when activating this filter. The result is depending n the individual set f filters. If there are n matches fr a text/filter r filter/filter cmbinatin, the titles will be displayed in grey and withut a crrespnding number. Activating a filter will result in the display f the Search Result filter page, as described abve. Can I give feedback t dcuments? Yes, at the bttm f each dcument page, yu will find a feedback sectin: Yu can use the free text frm t give additinal infrmatin, add a cmment r cntact us if smething needs t be edited within the dcument. T make sure yu are n rbt, type in the result f the math test and then hit the Add buttn.

6 Yur cmment will be sent t the TechWriter, wh publishes it and if necessary, escalates the dcument t be edited, extended, crrected. The TechWriter r the respnsible engineer als cmments, if smething needs t be added t a nte: If the issue (e.g. a brken link) given in the cmment is fixed, the cmment will be deleted t avid miscnceptins. The tree questins belw the free text frm will help us imprve the quality f ur Knwledge Base. Yur feedback will be submitted t us just by clicking the radi buttn. N further submissin is required. Wh is respnsible fr the cntent? The fficial prduct dcumentatin (Manuals, nline help) is created by the dedicated dcumentatin department at Intershp. They rely n Quality Assurance, legal framewrks and glbal dcumentatin guidelines. Cncepts, Ckbks, References and Guides are maintained by the Intershps R n D Teams and edited by TechWriters. KB Articles are written by Supprt Engineers and als edited by a TechWriter t ensure cnfrmity. Vide Tutrials are a cllabratin f Supprt Engineers, Develpers, the Training Department and a TechWriter. Presentatins, Micr Trainings and ther varius dcuments are published by the respnsible persns wh create their cntents. Yu can use the cmment functinality t cntact the individual authrs, if yu need t r write an t [email protected]