Knowledge Management

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  • Willie Eide
    ... Excellent!! ...Umm, Greg Gianforte's home phone is 406-555-.....
  • Kyle Snay


    The Lorax wrote:
    A post user conference post.
     
    Many things were discussed at the UC regarding the usage of Products and Categories, their visibility and the ability to hide and show answers on a particular interface. While nothing is etched in stone, we discussed the fact that RNT is working on making the publishing of KB articles a much easier process. This not only includes Prods and Cats, but Access Levels and Statuses.
    FWIW, the breakout session where we discussed these issues was one of the best ones I attended. Really got a lot out of the feedback that everyone provided and as I continue to configure a 5-interface implementation I can't wait for these changes to start taking place!
     
    Thanks again for a great session and Summit in general. October 5-9, 2008 is already on my calendar for next year.
  • Willie Eide
    There are a few things you can do simply from the configuration settings pages. There are a number of settings that start with ADP (as in Answer Display Page) -- where you can turn off these pieces of the FAQ display --- I think that is what you are asking.
     
    As for the other pieces, you can resort to customizing your common_adp.php page. Typically, there is no typical customization done to these pages. The files themselves are pretty straightforward and with little effort (and constant backups) you should be able to accomplish what you want by changing configuration settings, removing code and/or blanking out message base strings.
     
     
  • Willie Eide
    A post user conference post.
     
    Many things were discussed at the UC regarding the usage of Products and Categories, their visibility and the ability to hide and show answers on a particular interface. While nothing is etched in stone, we discussed the fact that RNT is working on making the publishing of KB articles a much easier process. This not only includes Prods and Cats, but Access Levels and Statuses.
     
    We realize the need to segregate products and categories from various KB admins responsible for their own piece of the sandbox. We understand the need to clearly define what is and what is not visible per interface and how to make the publishing of KB articles easy and straight-forward. We will continue to collect feedback from you, the customer, until we get it right (or pretty dang close).
     
    Look for changes in the coming future releases as our focus turns to this piece of the product. Thanks for your patience.
  • BertrandV
    Hi Luke,
    Appreciate your feedback.
    I don't have actally a developer resource available. I already made some researches myself and also found that common_adp was the key file.
    But if anybody already developed such PHP....
    Regards
     
    Bertrand
  • Erica (Leep) Anderson
    You might consider reading this discussion thread (Foreign KB Translation) for some additional information.  Just a little pitch for the good 'ol forum search.

    It sounds like you've already submitted this as enhancement request via Support and vocally, and I checked with PM and it's on the list.  But unfortunately, it's not a project at this time.  So for all the other customers that would be interested in the functionalities described in the enhancement request, please post here and help us prioritize these enhancement requests!!!

    Thanks,
    Erica

  • luke davison
    Bertrand,
     
    While I haven't done exactly what you're looking to do, I've worked with the answer display pages quite a bit. If you're a developer or have a developer on staff, your best bet is to look at the common_adp.phph file. This is where all the functions are stored for displaying answers.
     
    If you're not a developer (or have one readily available) this could be done fairly easy by the Professional Services group. If it's a matter of just showing an answer without anything else I can't see this taking more then a day. Obviously that could vary depending upon the exact details.
     
    Let me know if you have any other questions.
     
    Cheers,
    Luke.
  • Bfranz
    We are using a "public-TL" status too to refer to people who should translate.
     
    But...rightnow!:) could you please finally add a system where this copying progress to multiple languages can be automized somehow ? and dont make ti worse for us by adding the sibling checkbox and the "copy .. " addition to each answer.. it takes ages!;)
     
    I adressed this last year already at the european summit but it was not planned to change anything... so please rnw give me some hope:)
     
  • ChrisW
    We currently use version 7.5 and offer answers to customers in 6 languages.  We have always struggled with translation and ended up with a massive translation gap between our English content and that of other languages.  We now have a legal requirement to keep all languages up to date so I have been looking at this too. 
     
    A possibility I am currently considering is to create a new answer status called 'Public - Translation Req'd'.  Whenever we create content, setting this status would meet an Answer Rule which automatically notifies translation partners of a need to translate new content.  This obviously doesn't get around the need to manually create new answers for each language - but it does get the ball rolling and automate the communication between content creators and our translators.
     
    If anyone else has any suggestions or better ideas, please let us know!  :smileywink:
     
    Chris
  • Kyle Snay


    adams171 wrote:
    Kyle, I agree with what you have said about it being a problem.  I have found two easy band-aids to the problem.  They do not prevent someone from choosing the wrong product/category but it helps a little.  One is training.  We have tried to drill into staff that create answers to make sure they choose the proper products/categories.  I have also created "dummy" products as separators which at least allow a visual separation of products from each area.  I have looked at using rules, but currently I have not had the time to really do anything.  See you at the conference.

    Hey Kevin, yep, we also hammer home the consequences for inadverently selecting a prod/category from another interface and we use dummy prod/category to help visually create a separation. Haven't gotten around to putting the rules in place because I'm still in the middle of the implementation process but even after all that we've already had a content owner associate a product from a different interface with her answer. This caused some chaos on both sides of the fence.
     
    Still, I remain every optimisitic that with enough beer and brainstorming we can resolve this issue at the Summit. Just show up thirsty. drinking.gif
  • adams171
    Kyle, I agree with what you have said about it being a problem.  I have found two easy band-aids to the problem.  They do not prevent someone from choosing the wrong product/category but it helps a little.  One is training.  We have tried to drill into staff that create answers to make sure they choose the proper products/categories.  I have also created "dummy" products as separators which at least allow a visual separation of products from each area.  I have looked at using rules, but currently I have not had the time to really do anything.  See you at the conference.
     
  • Kyle Snay


    DaveF wrote:
    Kyle,
     
    Lets discuss this at the conference...  


    Works for me, Dave. Just bring your favorite mug (preferably a large one) and look for Lorax and me.
     
    I understand what you're saying about the Answer rules b/c that's the band-aid we're looking at applying. In a lot of our implementations our content owners operate in a 1:1 relationship so this missing funtionality can really wreak havoc. And it's not very user friendly if you're the content owner for the 5th interface and your prods/cats are at the bottom of the totem pole list. I've got folks with index finger knuckles the size of golf balls because of the scrolling they have to do just to select a product to associate with an answer. goof.gif
  • david fulton
    Kyle,
     
    Lets discuss this at the conference - I understand what you are looking for and also understand why the functionality works as it does today - it is there to enable a Content Owner to publish content to several interfaces, and not have to log into each one individually - I do see your point though that human error could throw a spanner into the works and it can be frustrating for content owners when they have a 1:1 relationship with an interface. As a work-around, what Pro Services have recommended with other clients with multiple interfaces/multiple content owners are the creation of answer rules that use conditionals to track the group (or assignee), product and category of the answer. If your content creator has selected a product that isn't visible on their interface - throw an email alert to let them know. Not very elegant but it is quite effective.
     
    See you in Colorado Springs.  
  • Erica (Leep) Anderson
    Just wanted to throw out a possible meeting place....

    At this year's User Conference, we're having a Community Lounge in the Partner Pavilion.  This will provide a centralized location with wifi, tables, chairs, some comfy furniture, and information on the Summit and the Customer Community.  If you're looking for a place to meet during the actual conference hours (re: as compared to discussing this over a beer), the Lounge would probably fit the bill perfectly. 
  • Kyle Snay
    Cool, I'l be the guy with the keg on a cart and a tap in hand. cheers.gif
     
    The PAC is the Product Advisory Communities (PAC); a voluntary group of customers who provide RightNow with a user perspective on such topics as feature requirement refinement and prioritization, and product roadmap feedback. In return PAC members get insight and input into your future product direction. The PAC is meeting on Monday afternoon before the Summit kicks off.
     
    I'm down for something informal as well. Is this a group thing or am I just special (and not just in an education sort of way).