Overview of New Behind the Blackboard for Blackboard Customers APRIL 2012 TM

2 Statements regarding our product development initiatives, including new products and future product upgrades, updates or enhancements represent our current intentions, but may be modified, delayed or abandoned without prior notice and there is no assurance that such offering, upgrades, updates or functionality will become available unless and until they have been made generally available to our customers. Forward-Looking Statements

3 Understand goals for redesign of Behind the Blackboard™ (BtBb) Become familiar with new and updated BtBb functionality (knowledge search, access to community resources, case management) Understand where you can find additional resources regarding the new BtBb Goals

4 Topics BtBb Re-design Background Design Fundamentals Account Settings Self Service Community Resources Case Management Student and Faculty (Public) Access Troubleshooting and Resources

Background

6 Blackboard’s case management and knowledge base repository for Learn (Bb Learn, ANGEL, CE/Vista) and Transact clients Where Blackboard system administrators: Find support Download software Obtain reference materials Manage their Blackboard account What is Behind the Blackboard ® ?

7 Why Re-design?

8 Updated Behind the Blackboard delivers new level of customer CARE: Comprehensive access to resources Ability to find what you need Relevant information tied to you Easy to use and navigate What We’re Striving For

9 Customer Involvement in BtBb Design Focus Group Usability Testing Suggestion Squad/ Sandbox Pilot Over 200 customers actively participated in helping design, validate and test the new BtBb

Design Fundamentals

11 Home Page: Three Tiers of “Help” 12 3

12 Home Page: What’s New Ability to select a specific product to get all articles relevant a product Recently published Support Bulletins, Product Updates, Latest Articles and Announcements appear in the “What’s New” area

13 Home Page: Managed Hosting Features Access to Insight Report and Managed Hosting Links Resources link visible only to MH customers

14 Home Page: Xythos Customers Only 4 links are visible in the Self Service section for customers on the Xythos-only view of the portal Only 2 links are visible in the Community Resources section for customers on the Xythos-only view of the portal Customers can view the Xythos portal by using this drop down and selecting “Xythos”

15 Home Page: Transact Customers Customers can view the Transact portal (old BtBb) by using this drop down and selecting “Transact”

16 Header, Footer and Navigation Footer includes many more useful resources outside of BtBb. FOOTER HEADER Standard header is visible across all BtBb pages. Ability to search knowledge base on every page

Account Settings

18 My Account Ability to select a variety of settings

19 My Profile Ability to edit all of these fields Ability to select a “Default Product” to show you content related to your system of interest Ability to edit the information required to access BtBb

20 My Institution Ability to select the specific institution that the user is associated with Others from the institution who have access to BtBb Ability to update current information about an institution’s help desk  allows Bb to re-direct end users who call Bb List of all environments and ability to nickname them; MH customers will have environment information auto- populated

21 My Subscriptions Ability to subscribe to different types of notification for your product of interest

Self-Service

23 Self Service – Knowledge Base All categories link to KB Search Ability to search knowledge base on every page

24 Self Service – Search Results Clicking on “Documentation” from the Home Page renders a Knowledge Base search of available documentation

25 Self Service – Multiple Search Ability to perform searches against multiple article type categories Search filters are listed at the top of your screen. Click the “x” to remove a filter.

26 Self Service – External Links External websites – not yet integrated in Search Engine

Community Resources

28 Community Resources External websites – not yet integrated in BtBb Search Engine

29 Community Resources Click on Community Resources to view descriptions of various programs

Case Management

31 Bb Support – Case Management Easy to create a case To view more cases or perform a search, click here Key customer documents regarding support process are one- click away Click on Create a case button for creating new case

32 Case creation is a 3-step process 1. Create case by filling out essential case details (required) 2. Add case attachments (optional) 3. View/rate relevant articles (optional) 4. Edit the case (optional) Case Creation

33 Bb Support – Create a New Case Click on Create a case button for creating new case

34 Bb Support – Create a New Case Select the institution that you’d like create a case for Environments for the selected Account appear as selections here Customer may change these selections if the build for this case is different from what Bb has on file. If customer changes the Version/Source Build, a pop up window will appear giving them the option to update their Environment with this information (for non-hosted environments only). Issue Topic, Functional Area, and Category are nested drop-downs based on the Environment selected that guide the customer into selecting an appropriate category for this case. Blackboard Support will be using Category for Root Cause Analysis, Knowledge Base gap analysis and Case Routing.

35 Bb Support – Add Attachments and View Relevant Articles Click on the Case Number to be taken to the Manage Your Case Page Click on any article to review the content of the article Add relevant case attachments if needed

36 Bb Support – View Relevant Articles Customers can rate articles to help the system identify which content is helpful for helping resolve cases. Clicking on “Problem Solved” closes the case.

37 Bb Support – View/Manage Case Case status and next actions are clearly listed at the top of the Manage Your Case page Expandable/ collapsible menu Click on a Case to navigate to its Manage Your Case page Expandable categories

38 Bb Support – View/Manage Case Collapsed menu This page defaults to a collapsed “Case Details” section, and a list of all case activity. As communication is added to the case, those actions will be recorded here. Customer can do one of 3 things once the case has been submitted Click on a Case to navigate to its Manage Your Case page

39 Bb Support – Add Comments Adding comments is a 3-step process Ability to add attachments to the case here (optional).

40 Bb Support – View Relevant Articles 1 2 Articles that may be relevant to you case are shown by clicking on “Relevant Articles”

41 Bb Support – View Case Activity History Recent communication and activity on the case is available in the activity history section. You can filter by the type of case activity or use the search field to look for a specific communication.

42 Bb Support – View Attachments Attachments that have been added by the customer or a Bb Support team member are also visible in this section

43 Bb Support – View Solutions Any presented solution will be displayed in the Activity Details section of the case. Youhave the ability to Accept or Decline the solution. The status of the case changes to “Solution Suggested” when the support technician suggests a solution to the case.

44 Bb Support – Close Case 1 2 3

45 Bb Support – Survey (Optional) Survey page will open after clicking on the “Submit” button to close the case. The Satisfaction Survey is not required.

46 Bb Support – Re-Open Case Cases that have been closed can be re- opened for up to 3 months after they have been closed by clicking on the “Reopen” button.

47 Bb Support – Search Cases Click on “Search and View All Cases” to search all cases logged

48 Bb Support – Search Cases Ability to select which data is shown per case in the results table below Enter search terms Click on Column Header to select the field for sorting Export this case data in Excel or PDF format

What’s Next?

50 We’re going to treat Behind the Blackboard just like a product Ongoing maintenance Ongoing development Eventually all Blackboard administrators will use the same system Today Blackboard Learn™, Blackboard Mobile™, and Xythos Coming soon: Blackboard Analytics™, Blackboard Transact™, and Blackboard Collaborate™ Future Plans