Let's Co-Create the Best Support Community Together!
DianeMorneau 100000K1AJ Visits (7789)
Did you ever think about setting up a community to support users involved in a cloud deployment with the goal of gathering the information while minimizing the efforts to pull latest news?
Here are some ideas:
1- For the look and feel, simplest is best. Opt for the new "3 columns with top menu and banner" layout combined with the Rich Content app: this helps build a slick community more rapidly than building a wiki which would have been the choice of many before for greater UI design control.
2- Created two instances of the Rich Content app, one to show deployment status and the other for a news dashboard.
For the deployment status, you can use a simple table to simulate an horizontal bar chart. Periodically, you just need to color the cells to show the progression of the deployment.
For the news dashboard, pull the news from the vendors web site RSS feeds or the Facebook sites of the products to support. Through the use of an iFrame, an application like FeedWind can deliver the news to community members in a variety of formatting options including auto scrolling with selected timing, merging news threads into a single thread and use keyword filtering to keep it focused on the products you are interested in. As a result, you get a simple and efficient news thread that is always up to date and requires no attention from the Support staff other than perhaps reading it in case they get asked!
3- Make forums the core of your community
In such community, the core of the discussion will take place in product-specific forums. By following the forums tightly, the support staff or subject matter expects can respond timely to incoming queries. Two core posts can be set up right up front and pinned to stay on top: one to deliver configuration information and the other to propose learning assets. These can also be highlighted through important bookmarks.
PS. The capability to hide components is very helpful to take keep things uncluttered for the visitor. You can hide components after set up (like the basic bookmarks) without destroying their data. I can just re-add the component to gain access back when you need to do further design work.
Which other adoption challenge can this community address? Perhaps we can co-create the most interesting Support community template together starting with my draft! Send a message to this community's owners through Community Actions if you are interested to participate!