topic Re: Check out our new Get Help page! in Announcements

Check out our new Get Help page!

Alan_K — Tue, 05 Mar 2019 18:38:50 GMT

Hey Community,

We’ve just launched our new and improved Get Help page on our website, and we’d love for you to check it out!

We’d also like to thank our Community members, including our entire Oracle team, who provided us with feedback on the Get Help pages before they launched. You continue to inspire us with your passion to make our support better, and we’re ecstatic about your desire to be involved so that we can make positive changes together. Our special thanks goes out to @krazykiwi, @bearsnuggle, @nilimasaha, @Bluesnoopy, @Luddite, @computergeek541, @mimmo, @NDesai, @SD08, @stonechucker, @will13am and @ShawnC13 for contributing feedback on early versions of the webpages.

Here is why our new Get Help page is better than before:

It’ll help you get your answer more easily, and faster- With updated search functionality, chat bot responses supercharged with AI technology and a growing number of active Community members all at your fingertips, it’s never been easier or faster to get answers to your questions.
SIMon, our chat bot, is smarter than ever- Have you tried asking SIMon a question recently? We recommend that you do. We’re continually making improvements to his answers, plus we’ve made some changes so that getting your answer is less effort. What’s also great is that the more you use SIMon, the smarter he gets. Pretty cool, right?

Giving feedback is easier- Now, when you read our Help articles (formerly known as Knowledge Base articles), you'll be able to tells us whether the article was helpful. If not, you can tell us why too.

We’ve also made some updates to our Community, with the goal of making it clearer, simpler and faster for you to get answers.

Here are some of the noteworthy Community updates:

We’ve de-emphasized Top Bravoed Authors from our homepage- Several weeks ago we asked for you to vote on the most useful Top Bravoed Authors timeframe and we heard that:

This section isn’t often used for getting help faster
We need to better recognize all the great things our Community members do for one another, rather than emphasize the quantity of responses

With this in mind, we’ve de-emphasized Top Bravoed Authors from our Community homepage, and we’ll continue to explore how we can better equip our members to provide quality answers and recognize one another for their efforts!

We’ve renamed our Knowledge Base articles to Help articles and moved them to the new Get Help page- In the spirit of keeping things simple, we’ve renamed Knowledge Base articles to a more intuitive name: Help articles. We’ve also transferred all the information, which you can find when you search your question on our Get Help page, allowing us to action your feedback more easily. With these changes, we’ll be phasing out the Knowledge Base articles over the coming weeks.

We’re better highlighting the importance of accepting solutions- We will be revamping our ‘accept a solution’ email from the Community so that it’s easier to understand why you should accept a solution and how. Not only will it help others find answers faster, but it will also be one of the ways you can recognize and give thanks to your helper.

Let us know what you think by posting below. Also, we'll be looking for more testers to help us with additional updates on customer support so be sure to stay tuned!

-Public Mobile Community Team

Re: Check out our new Get Help page!

will13am — Tue, 05 Mar 2019 18:45:05 GMT

@Alan_K, I am still seeing the knowledge base article section from the community landing page. Is that renaming still to come?

Re: Check out our new Get Help page!

ShawnC13 — Tue, 05 Mar 2019 18:47:42 GMT

@Alan_K, after just a quick scan of the new landing page for the community I notice latest posts is listed before latest threads. Not sure about others but I would think the Latest (newest) Threads should be more prominent than Latest Posts.

So I would think

Top left would be Announcements Top right Latest Threads

Bottom left New Solutions Bottom right Latest Posts

Like I said just how I think it may flow better but wondering what others think.

Re: Check out our new Get Help page!

Alan_K — Tue, 05 Mar 2019 18:52:21 GMT

@will13am wrote:

@Alan_K, I am still seeing the knowledge base article section from the community landing page. Is that renaming still to come?

Great question, those will be slowly phased out as the Get Help pages will be the new home for help articles moving forward.

Re: Check out our new Get Help page!

Anonymous — Tue, 05 Mar 2019 18:55:41 GMT

Maybe one big button of where newbies can post a question to the community. Click it, goes to the list of topic titles, select one, goes to the typing screen.

We get a lot of newbies posting just anywhere or via pm to whoever.

Re: Check out our new Get Help page!

RobertQc — Tue, 05 Mar 2019 19:43:22 GMT

Literally everything I click on simply says "Ask simon"

Are any of these going to have information in the future, or is it all "ask simon" ?

Re: Check out our new Get Help page!

David_J — Tue, 05 Mar 2019 19:48:28 GMT

Hi @RobertQc There's definitely content to be searched. I just did a search of 'no internet' and it came back with the following;

Re: Check out our new Get Help page!

srlawren — Tue, 05 Mar 2019 19:48:46 GMT

@ShawnC13 wrote:

Like I said just how I think it may flow better but wondering what others think.

@ShawnC13 since you asked 🙂 I actually think Latest Threads is redundant since you see those in the Latest Posts as well. I almost never use Latest Threads, except occasionally by accident when (in the past, when they were arranged vertically) I didn't scroll quite far enough.

Re: Check out our new Get Help page!

RobertQc — Tue, 05 Mar 2019 19:56:23 GMT

@David_J wrote:
Hi @RobertQc There's definitely content to be searched. I just did a search of 'no internet' and it came back with the following;

@David_J I get none of that content. I search "no interent" and that "related help articles" in your picture is non existant for me.

Once I click anything then it says ask simon.

Re: Check out our new Get Help page!

ShawnC13 — Tue, 05 Mar 2019 20:37:22 GMT

@srlawren wrote:
@ShawnC13 wrote:

Like I said just how I think it may flow better but wondering what others think.
@ShawnC13 since you asked 🙂 I actually think Latest Threads is redundant since you see those in the Latest Posts as well. I almost never use Latest Threads, except occasionally by accident when (in the past, when they were arranged vertically) I didn't scroll quite far enough.

@srlawren, see if one of the new topic has 8 people post in it right away you don't see other new topics. I use the New Topics to see what many people are having issues with where as the latest post could be all posts just on one topic. As well if there is something I might the ability to help with I will scan the new threads as it is easier to see what each is about and gives you a wider scope of posts.

Re: Check out our new Get Help page!

David_J — Tue, 05 Mar 2019 20:56:16 GMT

Really odd @RobertQc - I searched 'internot' with the intentional misspelling and it came back with a clear 'we didn't find anything' + SIMon recommendation.

Wondering if anyone else can reproduce what @RobertQc is experiencing?

Re: Check out our new Get Help page!

SD08 — Tue, 05 Mar 2019 21:05:51 GMT

@ShawnC13 wrote:
@srlawren wrote:
@ShawnC13 wrote:

Like I said just how I think it may flow better but wondering what others think.
@ShawnC13 since you asked 🙂 I actually think Latest Threads is redundant since you see those in the Latest Posts as well. I almost never use Latest Threads, except occasionally by accident when (in the past, when they were arranged vertically) I didn't scroll quite far enough.
@srlawren, see if one of the new topic has 8 people post in it right away you don't see other new topics. I use the New Topics to see what many people are having issues with where as the latest post could be all posts just on one topic. As well if there is something I might the ability to help with I will scan the new threads as it is easier to see what each is about and gives you a wider scope of posts.

I agree with @ShawnC13 on this. I prefer to browse latest topics more often than latest posts. A couple of busy topics (contests, promos, infamous letters, etc.) can easily swamp out posts from other topics making it more difficult to identify which topics still need help. That being said, both Latest Topics and Latest Posts are useful sections and should be there side by side. I would prefer that the two sections switch their current places to have the Latest Topics follow underneath the announcements on the left side, and the latest posts on the right side.

Re: Check out our new Get Help page!

srlawren — Tue, 05 Mar 2019 21:06:39 GMT

@ShawnC13 wrote:
@srlawren, see if one of the new topic has 8 people post in it right away you don't see other new topics. I use the New Topics to see what many people are having issues with where as the latest post could be all posts just on one topic. As well if there is something I might the ability to help with I will scan the new threads as it is easier to see what each is about and gives you a wider scope of posts.

@ShawnC13 I see your points for sure. When I use Latest Posts, I actually click the little " > " sign beside the section heading to get to the full list. Admittedly, sometimes I just open up each bolded forum in a new tab, then cycle through and open each bolded thread that catches my interest. This is easier, but I have found times when I will miss new things doing it this way. Actually most often my workflow looks like this:

1) Follow bookmark to the Notifications page and open up anything new there to look and respond

2) Navigate to the community home page, open each bolded section (I ignore a few, like Retail and Legacy) into new tabs, go through each tab opening threads of interest

3) Once that's done, I go back to the home page, and click the > beside Latest Posts and check for any new activity of interest since I finished dealing with all my open tabs.

I'm probably a bit of an odd duck. Quack.

Re: Check out our new Get Help page!

imm1304 — Tue, 05 Mar 2019 21:37:58 GMT

Hi @Alan_K !

I like what I see with the recent changes to the Get Help page as well as the re-organized community landing page. Always great to see team PM making an effort to improve things.

Re: Check out our new Get Help page!

popping — Tue, 05 Mar 2019 21:48:30 GMT

@ShawnC13 wrote:
@srlawren wrote:
@ShawnC13 wrote:

Like I said just how I think it may flow better but wondering what others think.
@ShawnC13 since you asked 🙂 I actually think Latest Threads is redundant since you see those in the Latest Posts as well. I almost never use Latest Threads, except occasionally by accident when (in the past, when they were arranged vertically) I didn't scroll quite far enough.
@srlawren, see if one of the new topic has 8 people post in it right away you don't see other new topics. I use the New Topics to see what many people are having issues with where as the latest post could be all posts just on one topic. As well if there is something I might the ability to help with I will scan the new threads as it is easier to see what each is about and gives you a wider scope of posts.

I also monitor the new threads/questions. When there is an active thread, the five latest posts will be shown in the new post session. It makes it difficult for me to find out other questions.

Re: Check out our new Get Help page!

RobertQc — Tue, 05 Mar 2019 21:55:06 GMT

@David_J wrote:
Really odd @RobertQc - I searched 'internot' with the intentional misspelling and it came back with a clear 'we didn't find anything' + SIMon recommendation.

Wondering if anyone else can reproduce what @RobertQc is experiencing?

@David_J Looks like it is an issue with running scripts from openshiftapps.com, might want to consder for users that don't know any better an "enable javascript", or "change your securtiy settings to view results", "enable scripts from openshiftapps.com" etc or a similar warning otherwise it just looks blank.

Re: Check out our new Get Help page!

dararara — Wed, 06 Mar 2019 00:23:48 GMT

Can the the help page or the bot answer when the next Koodo migration offer is going to happen so we can stop wasting our time with Public?

Re: Check out our new Get Help page!

RobertQc — Wed, 06 Mar 2019 00:27:03 GMT

@dararara wrote:
Can the the help page or the bot answer when the next Koodo migration offer is going to happen so we can stop wasting our time with Public?

WE ?

@dararara Speak for yourself.

Re: Check out our new Get Help page!

SD08 — Wed, 06 Mar 2019 00:38:56 GMT

@dararara wrote:
Can the the help page or the bot answer when the next Koodo migration offer is going to happen so we can stop wasting our time with Public?

Public Mobile is not going to give advance warning for the next Koodo migration offer, just so that people can time their sign up perfectly. If you signed up with PM just to play a migration lottery, that was your decision to "waste" time. I would join a carrier for what it offers today, not on the hope that something will materialize in the future, let alone materialize at a time of my convenience.

Re: Check out our new Get Help page!

Anonymous — Wed, 06 Mar 2019 02:10:06 GMT

OP made their own thread.