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Your next support inquiry is our next knowledge base article!

by on ‎03-24-2010 10:37 AM (1,870 Views)

If you have asked a question about ACT! or answered one, you likely have generated an article or update for our knowledge base. Each support interaction, be it with Sage or our ACC partners, or as a post to the community is a potential knowledge base article.

One of the basic responsibilities of the Support team is to share our knowledge and skills; one method is by documenting knowledge objects or flows of knowledge, organizing them, publishing them, and then continually improving them. With this in mind, analysts often submit article topics or revision suggestions immediately after resolving support chats or calls. Additional submission ideas come from the team as they moderate or review community posted solutions, read newsgroup feeds and follow our partner blogs.

Another source for our knowledge articles is direct feedback from knowledge base users, customers and partners. This feedback is used to make changes to current articles or to create new ones when what is needed is difficult to find or does not exist.

The vibrancy of our knowledge sharing processes requires an ongoing commitment from our support team and you, our ACT! community members.