We are looking at ways on how to improve the community experience for our members. We have created a poll where we would like to get your opinion. This opinion means a great deal to us as we want to create an community experience that our members would like to have.
The polls are well hidden in the community, so I would like to mention where you can find it. It is located on the right hand side in this forum under the “Popular tags”.
Hope you take a few seconds to provide your opinion.
The poll question is:
Would you value real-time support via WebEx sessions with support engineers in the forums?
Nice to hear from you. Yes, I would appreciate it if members would use the poll to vote.
With regards to the idea in using WebEx in certain areas, this will still be used by our support engineers if necessary when you log a case with support in the support centers. However, we are looking at providing this possibility in the forums for certain questions, where we need to show the member something or get a better understanding what the question is about.
The idea is also to share what was done in the WebEx session so that others can benefit and learn from it.
If the question is too complex or needs more research we still will recommend that a case be logged in the support center.
But we are hoping that in using WebEx through the forums that this might be a valuable add on to our members.
For all reading this please go to the right hand side in the community and cast your vote. You will find the poll underneath the Popular tags area. This is important so that we understand what are members think about this.
I think webex is a good enhancement. However, I think we could achieve more by prompting new post to include the versions of their service manager (a screenshot of their scversion record) and to add their error message, if available. Seen a lot of posts where time could have been saved if those info was included in the 1st post. Just my 2 cents.
There is one more thing which is not on the surface atm.
In case if you are making webex sessions here for solving of some issues, you are potentially cutting that topics/problems/cases from sharing knowledge to other people of community, unless you are going to record all webex sessions.
Any logged and described post here or case in HP can become a sharable knowledge to other who are seeking the similar problem.
In case of webex it is benefit only for one person, who will in most cases not describe what he had seen in the initial post.
Feature is good for exact person's benefit, but we have to think on how to don't make it harmful instead for the whole community.
Webex recording is a good learning tool but people should be given the option of webex recording for privacy issue and for the fact that the recording could accidentally include ip address of secure sites. If webex is employed but the recording is not provided, the engineer should provided a summary of the steps taken to troubleshoot and resolve the issue.
Thanks for your feedback. It would definitely help if members start to mention which version they are on and that the error message would be. Perhaps we need to make a field available where the version number can be mentioned.
Thanks for your thoughts. It is true that the webex session with be a 1:1 activity, but we also will need to make sure that a summary is posted after the session has taken place so that the entire community can benefit from it.
The idea of the webex session would be to understand the situation better which could lead to a faster answering of the question.
For Jas1, we will not share the webex session (itself) in the community, but as I mentioned above we will be sharing a summary. We don't want to share IP addresses or other privacy aspects.
Webex sessions to collect useful videos on "How to..." or "Steps to do...". For example, i was looking at Youtube, for some video about "How to create a template in HP Service Manager". I mean, i agree with Webex sessions but if they can be share with the Community.
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