4Changing Knowledge Base Vendors – Why? Reasoning:Done primarily to enable better self-service.Prior Knowledge base was being end-of-lifed by the vendorRisks: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 CertifiedConforms to best practices related to knowledge-centered supportSignificant number of changes on product roadmap in the upcoming year
5Article 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 setCustomer 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 articlesRisk: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.
6Key Knowledge Base Functionality Concerns Searching on old article numbers no longer worksSearching 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 setArticle 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 articleCurrently investigating an option that would restore this functionality.Size of the search box is too smallCurrently limited by tool restrictions.On vendor roadmap for late 2012 release
7Knowledge 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 scopingTo improve the relevance of the results, perform the search as: progress transaction scoping site:knowledgebase.progress.comThis 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…
8Agenda Technical Support Update OpenEdge product roadmap Q and beyond…
10DisclaimerThe 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.
12OpenEdge Roadmap – Version 11.3 201220132013Q3Q4Q1Q2Q3Q4OpenEdge11.211.311.4Productivity: OpenEdge Application Workflows and Business RulesOE-BPM directly integrated into install and management layersUnified Security Model for OE-BPMNative support for OE-BPM Monitoring ProcessesProDataSet support for OE-BPMExtended presentation types for phones and tabletsSimplified integration between Corticon and OpenEdgeProductivity: Enhancing the Developer and Admin ExperienceALM tools for unit testing, documentation, and pre-compilationTenant data recovery and index rebuild for multi-tenant use-casesMobilitySupport for off-line usageDatagrid Widget supportExpand Platform CoverageWindows 64-bit and Java 7 support
13OpenEdge Roadmap – Version 11.4 201220132013Q3Q4Q1Q2Q3Q4OpenEdge11.211.311.4Productivity and Performance: Improving the Developer and Admin ExperiencenABL: Complete object-oriented language (formerly OOABL)Vertical scalability improvements for the Application ServerIntegration of OE-BPM and Corticon for BPM RulesUsing ABL as scripting language for OE-BPM (Java-free)Database Performance and ScalabilityHorizontal table partitioningReduced downtime for database maintenance activitiesUnified management and administration toolsDataserver support for SQL AzureExpand Platform CoverageEclipse 4.x support