Technical Support Update & OpenEdge Roadmap Jean Richert Sr. Manager – Technical Support

Technical Support Update&

OpenEdge Roadmap

Jean Richert Sr. Manager – Technical Support

© 2011 Progress Software Corporation. All rights reserved.2

Agenda

Technical Support Update

OpenEdge product roadmap Q4-2012 and beyond…


Overall Customer Satisfaction

92%


Changing Knowledge Base Vendors – Why?

Reasoning:

• Done primarily to enable better self-service.

• Prior Knowledge base was being end-of-lifed by the vendor

Risks:

• New Knowledge Base infrastructure is less mature than previous Knowledge Base (Vendor has strong plans for continued improvements)

Results:

• Vendor has already provided a significant improvement in search functionality based on our feedback.

• New Knowledge Base has been KCS Certified

– Conforms to best practices related to knowledge-centered support

• Significant number of changes on product roadmap in the upcoming year


Article Migration

Criteria:

• Migrated any article which had been used by a support engineer within the previous year to solve a support case.

Reasoning:

• Done in order to eliminate clean up Knowledge Base and eliminate out-of-date articles from result set

• Customer survey prior to the launch of the new system showed ability to find relevant content as second-largest complaint.

– Many complaints about older, non-relevant articles

Risk:

• Lack of visibility into articles customers may be using, but which were never used by a support engineer to solve a case.

Result:

• In the first few months following go-live we found a need to manually convert another couple of hundred articles.

• As we continue to come across examples where a support case is resolved with an article which had not been migrated those articles are pushed into the new Knowledge Base so they are available to customers.


Key Knowledge Base Functionality Concerns

Searching on old article numbers no longer works

• Searching on an old article number will return the article, generally as the first item in the list, but there is no indication of old article number in the list.

• We have looked at a way of displaying this information on the new articles but have been limited by current restrictions within the tool.

Inability to display article numbers in the result set

• Article numbers can be viewed in the Knowledge Base in the portal by clicking on the Properties link for the article.

• This feature is not available in the public version of the Knowledge Base.

No ability to provide comments on a Knowledge Base article

• Currently investigating an option that would restore this functionality.

Size of the search box is too small

• Currently limited by tool restrictions.

• On vendor roadmap for late 2012 release


Knowledge Base latest news…

All articles, regardless of product, in public Knowledge Base.

Over 80,000 KB searches are done by customers each month.

All articles are now “Google-able”… • Doing a search for: progress transaction scoping

• To improve the relevance of the results, perform the search as:progress transaction scoping site:knowledgebase.progress.com

• This will return the results from the Progress KB at the very top of the result set.

Downloadable KB is back and available…


Agenda

Technical Support Update

OpenEdge product roadmap Q4-2012 and beyond…

OpenEdge Product Roadmap

Progress Confidential


Disclaimer

The future features described in this presentation are under consideration by Progress Software and are not commitments for future products,

technologies, or services. The roadmap is subject to change and Progress Software does not

guarantee the features or release dates.


OpenEdge Roadmap – Version 11.2

Q1 Q2 Q3 Q4Q3 Q42013

OpenEdge 11.2

Mobility: Phone and Tablet Support

• Visual Designer and UI toolkit for phone and tablet applications

• REST support for OE app server

• Javascript Data binding support libraries

• One-click Mobile app generation for ProDataSet/Temp-Tables

• Write-once, run anywhere support (initially for iOS and Android)

Productivity and Performance: Improving the Developer Experience

• Session-level Structured Error Handling

• Improved performance for AppServer invocations

• Support for SQL offset/fetch statements

• PDS Scratch Editor

• Sub-second PAUSE support for Processes from ABL

Expand Platform Coverage

• Windows 8, SQL Server 2012 Certification

• Eclipse 3.7 Support

11.3 11.4

2012 2013



Q1 Q2 Q3 Q4Q3 Q4

2012 2013 2013

OpenEdge 11.2 11.3 11.4

Productivity: OpenEdge Application Workflows and Business Rules

• OE-BPM directly integrated into install and management layers

• Unified Security Model for OE-BPM

• Native support for OE-BPM Monitoring Processes

• ProDataSet support for OE-BPM

• Extended presentation types for phones and tablets

• Simplified integration between Corticon and OpenEdge

Productivity: Enhancing the Developer and Admin Experience

• ALM tools for unit testing, documentation, and pre-compilation

• Tenant data recovery and index rebuild for multi-tenant use-cases

Mobility

• Support for off-line usage

• Datagrid Widget support


• Windows 64-bit and Java 7 support



Q1 Q2 Q3 Q4Q3 Q4

2012 2013 2013

OpenEdge 11.2 11.3 11.4

Productivity and Performance: Improving the Developer and Admin Experience

• nABL: Complete object-oriented language (formerly OOABL)

• Vertical scalability improvements for the Application Server

• Integration of OE-BPM and Corticon for BPM Rules

• Using ABL as scripting language for OE-BPM (Java-free)

Database Performance and Scalability

• Horizontal table partitioning

• Reduced downtime for database maintenance activities

• Unified management and administration tools

• Dataserver support for SQL Azure


• Eclipse 4.x support

Documents

Technical Support Update & OpenEdge Roadmap Jean Richert Sr. Manager – Technical Support