Online Support Resources Update

Esri International User Conference | San Diego, CA

Global Support Summit 2011|

Online Support Resources UpdateSanjay Lala

7/10/2011

Agenda

• Mission/ goals

• Updates from last Global Support Summit

• Team changes

• Content search changes

• CRM Migration project- Rationale for change

- Goals

- Demo

- Next steps

• Questions

Esri Confidential - Not for Redistribution

Mission

Using Web technologies to

support Esri’s customers and to help in

creating a globally consistent support

experience


High Level Goals

• Set up Integrated, Enterprise level systems for Support interaction management.

• Implement Knowledge Centric Support

• Improve content development, processing and delivery capabilities

• Move towards a globally consistent Online Support experience for our users

Major Projects: 2010-2011

• My Support

• Chat

• Support Content Migration

• Events/ Appointments site

• Wiki enhancements

• Japanese Wiki

• Search changes


Recent additions to the OSR team

Richard Alden: Documentation Lead

Vin ThomasProject Lead

Kirsten AlvarezWeb Content Editor

Joseph MayfieldTechnical Writer


Support site changes: Content

• Content Migration from RCs to Support

• Focus on content generation and delivery- Streamlined processes for content generation

- Proactive tech editing

• Using search logs for content Ideas


Search changes

• Advanced search options:- Popular links/ Key matches

- Meta tags

• SERP changes- Filters on left hand Nav.

- Meta descriptions as a chevron

- Search FAQs

• Support search Integration for esri.com home-page

• User recommended search ranks

• Bookmarks enhancements

• Synonyms for search


CRM Updates

Rationale for change

• Ageing Support CRM

• Dependence on Citrix for remote sites

• ~5 year old version in use: Static

• Maintenance issues due to Technology limitations

• Limited flexibility that impacts Analysts workflows, Offsite support performance & Hosted support services

• Limited localization ability

• Limited reporting capabilities

• Multiple integration points for sales & support functions


Reducing complexity


CTI (Genesys)CTI (Genesys)

SAPSAP Nimbus(Pivotal)Nimbus(Pivotal) SSRSSSRS

My SupportMy Support WebformWebformAvaya Phone

TrunkAvaya Phone

TrunkChatChat

CitrixCitrix

Customer

Analyst/ Redlands

Analyst/ Remote

KBWMSKB

WMS

Used by remote usersAttachmentsAttachments

KB (CMS)KB (CMS)

Coldfusion Framework

COMPLEX?

Knowledge management

Bug

Management/ Hotfix

Workflows/

Collaboration

Incident

Management

Workflows

Persona driven accessto functionality

Desktop

Browser

Mobile

SF Service cloud

Multiple ways to access


Persona Driven

• Different views for different users

• Profile driven access to data

Casual User

• Browse• Search• View forums• View Ideas• View knowledge content• Create Bugs• View beta homepage

Premium Authorized

Maintenance Paying User +• Get priority routing• Create premium incidents• Escalate incidents to

premium• TAL centric workflows

Logged-in User

Casual User +• Edit/ contribute to forums• Edit/ contribute to sites• Participate in some betas• Comment on/ rate Articles

Maintenance Paying User

Logged in User +• Create new incidents• Chat with analysts• Interact with your incidents• Interact with your bugs• Interact with sys profiles• Run Incident reports

ID Contact

Maintenance Paying User +• Search all bugs• Additional info on incidents• Additional fields on Incident

forms• ID centric workflows


Knowledge Centered Support• Integrate creation and maintenance of knowledge into

the problem solving process

• Evolve content based on demand and usage

• Reward learning, collaboration, sharing and improvement

• Critical Components of KCS:

- KB integrated with CRM

- Search (Kube –like)

- Content workflows

- Training

• Challenges

- Need for a global KB

- Translation and Localization

Implementation of KCS will allow us to unify support knowledge & help support our global customer base thru the IDs

Feature Rich


PortalPortal

DashboardDashboard

WorkflowsWorkflows

ReportsReports

KnowledgeKnowledge

CollaborationCollaboration

LocalizationLocalization

FlexiblityFlexiblity

IdeasIdeas WorkspacesWorkspaces

Benefits

• Integrated Platform with several new-age features

• Cloud based system – eliminates the need for Citrix

• Growing - enhancements every quarter/ Apps

• Flexible workflows: easily customizable

• 16 languages available for localization out of the box.

• Supports vendor driven localization thru a translation workbench

• Robust reporting (With field level access control.)

• Unified - 360O view of the customer


Tiering process for Distributors

Tier -1

Group Lead

Tier -2

Escalation

Tier -1

Group Lead

Tier -2

Escalation

Tech assist

Webform

The incident is cloned to create a parent child relationship - any changes made to the child are visible to the parent

Demo

• Customer view- System Profile maintenance

- Incident creation - profile based inputs

- Notes addition

- Attachments

- Profile management

• Analyst view- Cases, comments

- To-do list

- Emailing

- Transfer

• Chatter

• Hosted support - Incident generation


http://esri.crm.cs3.force.com/supportstg

http://esri.crm.cs3.force.com/supportstg

To-do list for the next year

• Focus on Infrastructure augmentation

• Focus on content delivery- Structure/ Metadata

- Search optimization

- Localization

• Enabling Value added services

• Partnership opportunities for IDs- Content generation

- Localization & Delivery

• Infrastructure for community development


Questions


COMMUNITY FUSION

ArcGIS IDEAS

ArcGIS WIKI

ArcGIS Workspaces

ArcGIS Product

Certification

BP Solutions Exchange

ArcGIS Community

Blogs

ArcGIS Forums

ArcGIS Answers

ArcGIS BETA

Community

Documents

Online Support Resources Update