HelpX Program Status December 16, 2016

HelpX Business Highlights

  • User Guide template: Development complete. Top five User Guide rollout planned for January
  • CCL 2.0 template: New Before/After image component can demonstrate the application of product features - released 12/6
  • AEM Search & Report: New AEM Search & Report instance added to the Loc servers to provide content management features to improve authoring and publishing workflows - released 12/6
  • Acrolinx: Improved server checking to maintain optimal performance - released 12/6
  • Globalization: Rollout and Publishing performance improvements to increase workflow capacity - released 12/6
  • Contact Us 3.0: Initial rollout completed and AB test launched on 12/14
  • AEM 6.3 beta: Capability to flag content for “Beta” releases and place content behind sign-in to allow AEM 6.3 beta content publishing in HelpX - released 12/6

Total stories and bug fixes delivered for Sprint 40

New functionality

  • Contact Us 3.0: Chat support agents availability and hours of operation pulled from LivePerson API. Also, CCT account admins have access Expert Sessions:
Chat hours of operation and other status are displayed on Chat tile
Expert Sessions available to admins of CCT subscription
  • AEM Search and Report: The tool is now available on the AEM Loc environment
AEM Search and Report on the Localization environment

Upcoming HelpX Stories

  • Globalization: Performance enhancements and error handling improvements - ongoing
  • Support Hub redirects: Improve redirect performance - launching 1/10
  • AEM Search and Report: Automate crawling of content on Loc environment
  • Product Hub: Add ratings badge to page
  • CCL template: Add ratings badge to page and various behavioral enhancements
  • Contact Us 3.0: Refine UX for users, integrate Forums, integrate Coveo Analytics

Upcoming releases

  • User Guide Template: Using dynamic content, this new template will simplify publishing workflows and improve customer access to available topics - launching 12/13
  • Contact Us 3.0: The customer support routing experience will have a new look, enhanced entitlement functionality, and more streamlined access to support options - launching 1/11
  • Customer Search: Customer Search Product Query card improvements – launching end of January

Issue or blockers

  • Issue: Loc workflow performance dropoff when exceeding 100 handoffs (experienced during MAX launch)
  • Resolution: Server capacity increased to handle 270 handoffs as of 11/17. Team is continuing investigation for fine tuning performance.

Credits:

Created with images by dbking - "National Capitol Columns"

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