Your Feedback: Community Relaunch

Community Manager
Community Manager
3 49 2,483
‎03-06-2019 02:12 PM

We’re excited to announce the official relaunch our customer community, the ServiceMax Community Kitchen! Thanks for your patience through our short maintenance window this week.

The community includes the same great content, users, and recipes as before, but with a new look and feel, a lot of powerful new functionality, even more exposure for the learnings and knowledge you can find there, and is built on a brand-new platform: Khoros (formerly Lithium+Spredfast, they went live with their new brand yesterday!)

What to do:

Prior to logging in, you’ll need to reset your password. Click “Log In”, and then select “Forgot password”.

If you don’t have an account, follow our Registering and Requesting Access guide to get started.

For a few users, who had ‘.’ Or ‘@’ or any other special characters in their username, your username is slightly different. See the FAQ!

For some guides to this new platform, see our "Your Recipe for Success" documents.

 

The ServiceMax and Khoros teams have worked incredibly hard on this relaunch. We hope you'll take some time to explore the new areas, set up, and design, and comment any feedback you have below!

It's your ideas and suggestions that keep the Community evolving.

Thanks!

49 Comments
Staff Chef
Staff Chef

How about a search box top right to quickly search for content. Searching is not currently very intuitive. Or maybe a how to guide on searching.

Staff Chef
Staff Chef

Will there be some badges or similar that we can earn or work towards?

Staff Chef
Staff Chef

Is there a way to add photos of ourselves to our profile page?

Staff Chef
Staff Chef

I cannot tell at a glance on a post if I have liked it or not. Is there a way to show this? Maybe with a green like button if I have already liked it?

Staff Chef
Staff Chef

When I search for a user it appears to search using their username rather than their actual name. Which for some of my searches means i get no results even though I know they exist in the community. Can this be adjusted?

Staff Chef
Staff Chef

Share button on posts is still not working

Staff Chef
Staff Chef

How does something drop off my notifications feed when i have read it? I currently cant tell which items in the feed I have read and which I haven't.

Fry Chef
Fry Chef

Would be good to send an email to all community members telling them they need to rest their password and encourage them to checkout the new community.

Community Manager
Community Manager

@richard_lewis Love all the feedback / finding of bugs - keep it coming! I'll give you updates to the as I tackle each one!

Staff Chef
Staff Chef

Hi @Nicole_Guzzo, can you add the defects that were highlighted in the test system to this thread as well so people can see that they are outstanding as well?

Staff Chef
Staff Chef

I think there may be an issue with the About the author function as it shows me my information on this post when Nicole wrote it.

Capture4.PNG

Staff Chef
Staff Chef

Where can I view a list of all of the content I have created?

Staff Chef
Staff Chef

Is the signature supposed to show up on every comment/reply I make? It seems to be showing on a discussion reply but not the reply to a blog post for example.

Staff Chef
Staff Chef

When you click on the photo of someone it brings up a pop up which you then have to click again to open their profile. Can this step be removed and it just open the profile when you click on the photo?

Customer Success Team
Customer Success Team

How do we reply directly to a post/comment rather than just at the end of the thread?

Customer Success Team
Customer Success Team

How can I tell that I've liked a post without hovering over the thumbs up and waiting for the info blurb?

Customer Success Team
Customer Success Team

How do I like a comment on an Idea?

Staff Chef
Staff Chef

Is there any functionality available to mark comments as helpful?

Staff Chef
Staff Chef

I like the Retired status on the ServiceMax employees. It definitely helps us identify who is no longer working for ServiceMax.

Staff Chef
Staff Chef

I am looking at all Scheduling Ideas but don't have a toolbar at the side that allow me to select ideas based on status. how is this achieved? I want to be able to zone in on ideas that are considered, on the roadmap etc. for this area now i have navigated to it.

https://community.servicemax.com/t5/Work-Planning-Scheduling-Ideas/idb-p/Work_Planning_and_Schedulin...

Staff Chef
Staff Chef

Re my last comment on Ideas, it looks like there are widgets you can add. There is one for labels and one that looks redundant at the bottom for Idea Exchange Dashboard. Could another one we added at the top for the Idea status? Or under labels for example.

Staff Chef
Staff Chef

I am also interested in what the expectation should be for feedback on our feedback. Is there a review session in our future similar to the ones we had before launch? Some of the points that have been mentioned actually affect usability of the community so will impact adoption, so I guess I am curious on the priority assigned to each of them.

Customer Success Team
Customer Success Team

@richard_lewis  @Nicole_Guzzo   I think there is some additional clean up to do with employees as I have found some employees still showing active who are no longer with ServiceMax.

Staff Chef
Staff Chef

I sent Nicole and Deirdre an email just now about a consistent username format for ServiceMax employees as its quite important in this new community.

yours is perfect lisa_mercer

Staff Chef
Staff Chef
Staff Chef
Staff Chef

Re the Avatar issue. I re-uploaded it and that seems to have fixed it. Wierd!

Staff Chef
Staff Chef

How do I tell who has been awarded the same badge as me?

Community Manager
Community Manager

@richard_lewis 

Will there be some badges or similar that we can earn or work towards?

Yes, there will be badges. Our team is working on some getting started badges and some badges based on activity, similar to what we had in Jive Rewards. We'll also have badges for events, like Maximize. There will be a "Your Recipe for Success" guide on these too, so everyone knows what's available.

Community Manager
Community Manager

@richard_lewis 

Is there a way to add photos of ourselves to our profile page?

You can now! Visit your profile page, scroll down to the bottom, past your activity / likes, and you should see an area for photos. You can create an album and decide whether it's public or private. I'm planning on including this into a getting started guide.

Community Manager
Community Manager

@richard_lewis 

Share button on posts is still not working

Share button for me is working. Can you screenshot today what you see when you click share, so I can submit that to support? Thanks!!

Community Manager
Community Manager

@richard_lewis 

How does something drop off my notifications feed when i have read it? I currently cant tell which items in the feed I have read and which I haven't.

The title of posts should either be bold or not bold. Bold posts mean you haven't clicked into it yet. Non-bold mean you clicked it at one point. If you go to My Settings >> Preferences >> General, you can adjust some of those settings.

Community Manager
Community Manager

Hello @mmoran

Would be good to send an email to all community members telling them they need to rest their password and encourage them to checkout the new community.

All ServiceMax customers were communicated with via email. The ServiceMax partner team is working on revamping the partner section of the community, and is planning on announcing when it's revamped. We're sorry if your community experience was disrupted! Thanks!

Community Manager
Community Manager

@richard_lewis 

I think there may be an issue with the About the author function as it shows me my information on this post when Nicole wrote it.

So weird!!! The author function seems to be working again. Can you let me know if you still see the issue? I can't seem to duplicate the error, but want to address it with support if you continue to see this.

Community Manager
Community Manager

@richard_lewis 

Where can I view a list of all of the content I have created?

The best place to view all content is on your profile, under all activity. I understand there's a difference between wanting to view what you created vs. what you've interacted with. This is something we could work on creating for the future! We're going to set up a place / process for community ideas / enhancements.

Community Manager
Community Manager

@richard_lewis 

How do we reply directly to a post/comment rather than just at the end of the thread?

We're looking into how we can set this up. Right now in blogs it's not possible to quote someone and reply. I was able to by using the HTML part (insert <blockquote>TEXT</blockquote>, but this is not how we want to do it.

In threads, you can at least quote and reply.

We are extremely focused on improving this experience though. Stay tuned.

Community Manager
Community Manager

@lisa_mercer @richard_lewis 

How can I tell that I've liked a post without hovering over the thumbs up and waiting for the info blurb?
I cannot tell at a glance on a post if I have liked it or not. Is there a way to show this? Maybe with a green like button if I have already liked it?

We're going to set something up so it's easier to tell when something has been liked by you. Stay tuned.

Community Manager
Community Manager

Hi @lisa_mercer,

How do I like a comment on an Idea?

You can't currently like comments on an Idea, but this is something we can consider building for the future. We definitely see the value.

Community Manager
Community Manager

@lisa_mercer @richard_lewis 

I think there is some additional clean up to do with employees as I have found some employees still showing active who are no longer with ServiceMax.

Yes, there's definitely some more clean up for the "retired" employee status. It's a manual, on going clean-up process. In the meantime, if there's anyone you see who should be "retired" please let me know and I can update. Thank you!

Community Manager
Community Manager

Hey @richard_lewis 

I am looking at all Scheduling Ideas but don't have a toolbar at the side that allow me to select ideas based on status. how is this achieved? I want to be able to zone in on ideas that are considered, on the roadmap etc. for this area now i have navigated to it. https://community.servicemax.com/t5/Work-Planning-Scheduling-Ideas/idb-p/Work_Planning_and_Schedulin...

You should see statuses on the side of the Idea Exchange page now! And if you click on the status, you can see the ideas with that status. Let me know if you don't! Thanks!

Staff Chef
Staff Chef

Hi @Nicole_Guzzo , excellent enhancement to the ideas page. I used it just now to send my management an overview of what is out there for scheduling related ideas.

Regards, Richard

Customer Success Team
Customer Success Team

@richard_lewis  Let's touch base as @kevinpayne and I are working on a project to improve the Ideas Exchange experience for our customers.

May I schedule some time for us?

Staff Chef
Staff Chef

Hi @lisa_mercer , certainly you can. It has been in need of improvement for some time now. The new community takes steps in the right direction but there is still room for improvement.

Regards, Richard

Staff Chef
Staff Chef

@lisa_mercer  I have put together some thoughts for our meeting. I think we likely need Deirdre and/or Nicole involved. I could also do with more information on what the options are within Lithium configuration wise as that may give me some ideas of how the solution can be used to better support customer requirements. I am meeting Nicole on Monday so will bring up some idea exchange points community specific then if there is time.

Regards, Richard

Customer Success Team
Customer Success Team

@richard_lewis   We will be feeding this information back to Nicole and Dierdre as well as the CSMs and Product team.  What's your availability this Friday or next week?

 

Thank you!

Staff Chef
Staff Chef

@lisa_mercer 12:30/2:30/3:30 US Eastern this Friday could work. for 30 minutes.

Community Manager
Community Manager

Hi @richard_lewis @lisa_mercer You should now be able to see when content has been liked. Like this comment, a blog, an idea, and the button should turn green.

 

ORIGINAL POSTS: @lisa_mercer @richard_lewis How can I tell that I've liked a post without hovering over the thumbs up and waiting for the info blurb?

I cannot tell at a glance on a post if I have liked it or not. Is there a way to show this? Maybe with a green like button if I have already liked it?

NICOLE: We're going to set something up so it's easier to tell when something has been liked by you. Stay tuned.

 

Customer Success Team
Customer Success Team

@Nicole_Guzzo  Thanks!

Staff Chef
Staff Chef

Love the green thumbs up!

Staff Chef
Staff Chef

@lisa_mercer , do you still want to meet regarding the Ideas exchange?

About the Author
- Community expert - Social media lover - Raving fan of our customers - Overall good time