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

2. Agenda Technical Support Update
OpenEdge product roadmap Q and beyond…

3. Overall Customer Satisfaction
92%
Past 12 months (surveys)
91% (2700)
94%  (526)

4. 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

5. Article Migration Criteria: Reasoning: Risk: Result:
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.

6. 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

7. 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…
Ultimately if you want to be in the business you need to have a Community…

8. Agenda Technical Support Update
OpenEdge product roadmap Q and beyond…

9. OpenEdge Product Roadmap
Progress Confidential

10. 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.

11. OpenEdge Roadmap – Version 11.2
2012
2013
2013 Q3 Q4 Q1 Q2 Q3 Q4
OpenEdge
11.2
11.3
11.4
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

12. OpenEdge Roadmap – Version 11.3
2012
2013
2013 Q3 Q4 Q1 Q2 Q3 Q4
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
Expand Platform Coverage
Windows 64-bit and Java 7 support

13. OpenEdge Roadmap – Version 11.4
2012
2013
2013 Q3 Q4 Q1 Q2 Q3 Q4
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
Expand Platform Coverage
Eclipse 4.x support