COPA-DATA Support & Services Website Part 2: Find Solutions more effectively – Any Time, any day
Because the FAQs and our Knowledge Base have been revised from the ground up, we would like to present you these two sources of information in more detail. The improvements include, in particular:
- The usability of the search
- Quicker returns of search results
- Clear communication of the results (IDs)
We reacted to the feedback from our customers and completely revised the usability of the search. For example, there is now an error message if you wish to start a search without entering a search term. Furthermore, the advanced search – “extended search” – presently features a check for the selection of the zenon version, the service pack and the build number. Therefore it is now possible to only select service packs and build numbers that are actually available for a certain zenon version. In addition, the extended search area remains open until this is no longer needed. Up to now, the area closed automatically, without any notification of the search limitations in the background. If you have selected many search options and want to empty these in order to enter new search criteria, clicking on “extended search” with the mouse is sufficient. This area then closes or opens; all filters that have been set are emptied and you can start a new query.
Result lists can often be very long, however there are some functions to limit the result further. First, you can select the number of result entries displayed. The ideal amount depends on the display area of your screen. Furthermore, you can enter a search string in the “Search all columns” field, which is then only applied to the entries in the results list – immediately and interactively. As a third filter possibility, you can find all the different entries in a column, which can be selected using a drop-down box. Here, you can, for example, set a filter to obtain FAQ entries or Knowledge Base entries only, or have the results for a certain zenon version, a certain zenon module or a category displayed. In combination, these new filters offer various possibilities to limit a search and increase the probability of finding a successful solution to the problem.
Another useful feature is the Quick preview: Each entry in the results list has a green ‘plus’ icon in front of it in the first column. If you click on it, the entry opens directly in the list and you can have a quick look at further details in order to establish whether this is the entry you are looking for. With the same icon, which has now turned into a red ‘minus’, the information can be closed again. This way, it is possible to look through the respective filtered results list quickly, entry by entry. If the entry that is being searched for is found, it can be opened by clicking on the description, whereupon the complete article appears. Here, further status information and additional comments are displayed in an easy-to-read format. Additionally, there is now a print option available, allowing a description to be printed out at any time.
An invisible, but nevertheless very important improvement for communication is the introduction of a unique article ID. This identifies the entry from the FAQs or the Knowledge Base and makes explicit references to individual entries much simpler. The article ID is unique, which means that the results list only provides a single hit when an ID is entered into the search field.
Another advantage of the COPA-DATA Support & Services website is its availability. It is accessible around the clock, 7 days a week, 365 days a year – and internationally. All the information is provided in English, in order to remove language barriers as much as possible.
Searched for… and found! All at www.copadata.com/support
Many of the updates mentioned are not directly visible to the user. However in combination, these many building blocks allow you to receive information more quickly, informatively and with a clearer overview.
Highlight the Support & Services website on your zenon map as an important destination. Explore the platform! You will be surprised what a powerful package of information and expertise is waiting for you. Integrate our 4-stage concept into your daily work with zenon and test out which source or combination best supports your query.
The Support & Services website is a valuable cornerstone for the whole COPA-DATA support “ecosystem”. We will continue to develop this step-by-step, in order to make your zenon user experience even more ergonomic.
Tags: Support & Service