1. Broadvine Support Portal1

2. Customer Support: Evolved
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Customer Support
Customer Support: Evolved
Customer Support Portal
Send us an , we will get back to you.
We promise.
Self help:
Search our knowledge base for answers
How-to instructions
Training materials
FAQs and Troubleshooting
We are here to help:
Submit targeted support requests (account, technical, and data)
Stay updated through notifications
View and comment on your ticket in the portal
Customers can review and approve fixes
Communication:
Release notes
Downtime
Known bugs

3. SECTION ONE
Support by

4. Portal Experience Search the BV Knowledge Base
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Portal Experience
Search the BV Knowledge Base
Submit a Support Request

5. Support Portal Experience
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Support Portal Experience
Support Requests:
Users will create a Support Desk account capturing management company information.
Summary, Component, and Description fields are mandatory.
Key words from the Summary text are used to identify related articles in the knowledge base.
Select the module from a pick list.
Users can drag and drop files and screenshots to include as attachments.

6. Support Portal     Intuitive Interface Increased Responsiveness
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Support Portal
Intuitive Interface 
Increased Responsiveness
Uncluttered, easily navigable screens and forms guide customers through the support process
Combines automated and personalized responses to facilitate two-way communication
Help Yourself or Let Us Help You 
Customers Are Part of the Process
Browse an ever-growing library of information or request assistance from the support desk
Customer approval / sign-off can be included as part of the ticket resolution process 
Targeted Support Categories 
Fully Integrated with Development
Route requests directly to subject matter experts to reduce investigation times and speed resolution
Escalate bugs and issues to directly to Engineers or Microstrategy from within the Portal

7. Broadvine Knowledge Base7

8. The Broadvine Knowledge Base
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The Broadvine Knowledge Base
Knowledge Base
A centralized library of articles, training, how-tos, FAQs and troubleshooting guides for each Broadvine module.
Currently articles and training guides are stored on a shared drive or account manager’s hard drive.
When articles are not managed centrally, multiple versions can exist. As a result, we are often not singing from the same hymnal. The tunes may be similar, but the words are a bit off.

9. Knowledge Base: Module
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Knowledge Base: Module

10. Knowledge Base: Articles
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Knowledge Base: Articles
Articles are grouped by module
Organized based on DITA* guidelines: Concept > Instructions > References
Articles include table of contents and are crosslinked to allow further reading.
Future additions: Account management, self help for onboarding and user management (NEXT).
*Darwin Information Typing Architecture

11. Knowledge Base: Constant Evolution
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Knowledge Base: Constant Evolution
Like Broadvine, the knowledge base will be in a continuous state of growth and improvement.
For initial release, the knowledge base will include the basics:
Product Overviews
Module Navigation
How-to Articles
Terms and Definitions
Work Flow Diagrams
In the future it will grow to include:
FAQs
Troubleshooting Guides
User Training Documents
NEXT Generation Functionality
Onboarding
User Management
Account Mapping
Module Redesign

12. Knowledge Base     Easy to Use Single Searchable Repository
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Knowledge Base
Easy to Use 
Single Searchable Repository
Uncluttered and easily navigable – search or navigate by module
One source for all information allows users to quickly find the information they need to be successful
Help Yourself 
Fully Integrated with Support Portal
Why wait for a response from support when you can find the answers to the most common issues yourself?
Search the entire knowledge base from the support portal interface 
Organized by Module 
Support Cases Drive Content
Future state could allow direct navigation to module-specific help from within each module
Can an issue be educated away? Or does it need to be engineered away? Or a combination of both?