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Public Mobile

Check out our new Get Help page!

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

 

Oracle

Re: Check out our new Get Help page!

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

Oracle

Re: Check out our new Get Help page!

@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.


* I am happy to help, but I am not a MOD please do not include any personal info in a private message to me, click here to private message a Moderator *
Public Mobile

Re: Check out our new Get Help page!


@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.

Mayor / Maire

Re: Check out our new Get Help page!

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.

Mayor / Maire

Re: Check out our new Get Help page!

Literally everything I click on simply says "Ask simon"

 

simon.png

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

Public Mobile

Re: Check out our new Get Help page!

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

no internet search.jpg

Mayor / Maire

Re: Check out our new Get Help page!


@ShawnC13 wrote:

 

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


@ShawnC13 since you asked Smiley Happy 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.


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Mayor / Maire

Re: Check out our new Get Help page!


@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;

no internet search.jpg


@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.

 

blank.png

Once I click anything then it says ask simon.

 

simon.png

 

 

Oracle

Re: Check out our new Get Help page!


@srlawren wrote:

@ShawnC13 wrote:

 

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


@ShawnC13 since you asked Smiley Happy 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 am happy to help, but I am not a MOD please do not include any personal info in a private message to me, click here to private message a Moderator *