Zikula Community

• **unknown user**
  
  

  • Rank: Registered User
  • Registered: Mar 16, 2002
  • Last visit: Oct 21, 2009
  • Posts: 29

  Posted: Aug 29, 2002 - 12:15 PM

  The more users that PN has, the tougher support will become. With a few email requests and the BB system things are fine in the early stages but it is going to get really crazy when the number of PN users increases.
  
  If this exists, I haven't found it yet - a Knowledge Base system similar to "Ask Jeeves" or MickeySoft's system
  
  A simple dBase filled with system generated error messages and "help desk" answers to human questions.
  
  As it is now you can spend hours searching the BB for an answer to a specific error or problem. The FAQ isn't even close to being up-to-date. Waiting for a user reply OR answering the same question for a 100th time this month is a hair pulling experience for both sides of the equation :!:
  
  As an example - submit a technical query

  Quote

  :arrow: admin_execute(modules/NS-Help/admin.php,Help_admin_main)

  
  
  or a user language query

  Quote

  :?: Admin Login returns me home page with no Admin Menu

  or

  Quote

  :?: Admin Login Cycle

  
  
  Both would return appropriate answers thus leaving the illustrious development group time to develop and not spend time in support
  
  dp

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• **unknown user**
  

  • Registered: Mar 16, 2002
  • Last visit: Oct 21, 2009
  • Posts: 44

  Posted: Aug 29, 2002 - 01:33 PM

  I totally agree with your idea and work is in progress to address this very soon, while this is available, this forums should become the immediate source for that kind of knowledge, but believe me when I tell you that our resolve to provide not only cutting edge solutions in a timely manner, but also tools to aid our community, is always on the top of our list, and thus we benefit from input such as yours an that of so many, that take the time to encourage us, and open new ways to do better our work for the community.
  
  Thanks again and stay tune...

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• **unknown user**
  
  

  • Rank: Expert
  • Registered: Mar 16, 2002
  • Last visit: Oct 21, 2009
  • Posts: 1962

  Posted: Aug 29, 2002 - 01:39 PM

  great idea :!:

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• **unknown user**
  
  

  • Rank: Registered User
  • Registered: Mar 16, 2002
  • Last visit: Jun 26, 2009
  • Posts: 7

  Posted: Sep 01, 2002 - 11:59 AM

  From data, through information, to knowledge, reaching wisdom! Ahh the vision of it all...
  
  The FAQ is actually a rudimentary knowledge base. No one uses it. Is it too hard to use or deficient in its function? What additional functionality would a "Knowledge Base" as described have?
  
  The difficult part in any "help" system is less the system and more the help. Much of the reason the FAQ isn't used is it takes a lot of administration effort - and not because the FAQ module sucks. Someone has to process the information to create and maintain the knowledge. This takes effort and no amount of code tweaking is going to allow us to reach "wisdom" nirvana unless someone steps up and commits to doing it. Still, has anyone actually tried to make their FAQ module work for them? I haven't seen one yet.
  
  Part of the problem is that there are too many knowledge-base vehicles already. Wiki's don't work well without some externally imposed structure. Forums are messy, but light on administrative overhead. Heck, comments on the variety of other "widgets" contain useful information that could be turned into knowledge. Some forced integration is necessary so that the scarce administrative resources that exist are concentrated and used wisely. I don't think we need yet another mousetrap. We need a sledgehammer. Ooooooo.
  
  Does this make any sense at all?

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