What do you want/need for "Embedded Support"?
In Notes 8, we tried to add more "self service" support that is more closely allied to the Notes client itself. You might have noticed that in Notes 8.0 we added a menu item on the Help menu called IBM Support Assistant, as shown in the following screenshot:
In Notes 8, this takes you to a browser page (as shown in the screenshot below), from where you can search other sources, get specific product information, and initiate data collection (which you can analyze yourself or send it to IBM as part of a PMR). (If you have Notes 8, please go explore this now!)
Now, for Notes 8.5, IBM is rewriting the support assistant in Lotus Expeditor.
This change in technology means we have a few opportunities to integrate more fully with the client. For example, would it be helpful to add items to search into the Help sidebar when it is open, or right into the Search Center Dropdown, as shown in the following figure:
On the one had, we realize that most end users like Samantha, Ted or Betty would not be searching the IBM support site. Rather, it is Ida in second line support or Fred the admin who would be doing so. Thus, I think that one important requirement would be the ability for Ida to add organization-specific areas to search, and the ability to remove certain other search choices. Please let us know if that's a realistic requirement.
What other requirements do you have for it? How, if at all, can we make it helpful for end users/help to reduce your internal help desk calls?
or maybe we really can't, and we should focus on administrators and application developers?
The IBM Support Assistant menu item is not built-in to the Designer client or the Admin client in Notes 8. Would it be more helpful in those clients? (I realize that if the Support assistant is now a plug-in, we may have some technical issues regarding which clients are in Expditor and how soon they will get there.)
Thanks for your insight and opinions.