Broadvine Support Portal 1

Customer Support: Evolved SECTION ONE Customer Support Customer Support: Evolved Support@Broadvine.com Customer Support Portal Send us an email, 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 email notifications View and comment on your ticket in the portal Customers can review and approve fixes Communication: Release notes Downtime Known bugs

SECTION ONE Support by Email

Portal Experience Search the BV Knowledge Base SECTION ONE Portal Experience Search the BV Knowledge Base Submit a Support Request

Support Portal Experience SECTION ONE 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.

Support Portal     Intuitive Interface Increased Responsiveness SECTION ONE Support Portal Intuitive Interface  Increased Responsiveness Uncluttered, easily navigable screens and forms guide customers through the support process Combines automated and personalized email 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

Broadvine Knowledge Base 7

The Broadvine Knowledge Base SECTION ONE 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.

Knowledge Base: Module SECTION ONE Knowledge Base: Module

Knowledge Base: Articles SECTION ONE 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

Knowledge Base: Constant Evolution SECTION ONE 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

Knowledge Base     Easy to Use Single Searchable Repository SECTION ONE 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?