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Now that we are having users sign in before logging a ticket, if they visit the help center after login, they can be greeted with a personalized message in the hero area: |
4/4/2018 DONE: Add an Alert/Notification Banner that can be turned on/off at top of home page
:2/15/2018: In progress. I've created draft en and es topics, as well as the banner alert/notification. Adding a label to articles is what posts the information as an alert. I can't figure out a programmatic way to use one article in both locales, but for now, we can add the following labels to two discrete articles to make this work:
- English alert article: alert-en-US
- Spanish alert article: alert-es-419
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- Agent/Author Feedback Loop: Identify doc/article 'holes' in response to ticket inquiries. Example: Ticket #734295 (Bad formatting caused incorrect ....) seems to point to that we aren't documenting how to properly format python inputted expressions. Is this something we should add? How can we ensure that agents surface these areas, so that we can continue to improve existing articles, as well as scope and plan for additional articles.
- Train the trainer workshop for Support staff: Present the recent help center changes and educate Support on ways they can best use the new help center to resolve tickets more efficiently.
- Post-release and Ongoing Communications: Ensure that Support is aware when changes are releasing and/or being made to the documentation, and encourage them to leverage the help articles in resolving tickets.
- Answer Bot Optimization: Plan to add articles and increase the content set that AB can autosuggest to learners.
Accessibility Updates
- TBD (Awaiting final review by Mark Sadecki).
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