Online Support Resources Update

1. 7/10/2011 Online Support Resources Update Sanjay Lala

2. Agenda • Mission/ goals • Updates from last Global Support Summit • Team changes • Content search changes • CRM Migration project • Rationale for change • Goals • Demo • Next steps • Questions Esri Confidential - Not for Redistribution

3. Mission Using Web technologies to support Esri’s customers and to help in creating a globally consistent support experience Esri Confidential - Not for Redistribution

4. High Level Goals • Set up Integrated, Enterprise level systems for Support interaction management. • Implement Knowledge Centric Support • Improve content development, processing and delivery capabilities • Move towards a globally consistent Online Support experience for our users

5. Major Projects: 2010-2011 • My Support • Chat • Support Content Migration • Events/ Appointments site • Wiki enhancements • Japanese Wiki • Search changes Esri Confidential - Not for Redistribution

6. Recent additions to the OSR team Vin Thomas Project Lead Richard Alden: Documentation Lead Kirsten Alvarez Web Content Editor Joseph Mayfield Technical Writer Esri Confidential - Not for Redistribution

7. Support site changes: Content • Content Migration from RCs to Support • Focus on content generation and delivery • Streamlined processes for content generation • Proactive tech editing • Using search logs for content Ideas Esri Confidential - Not for Redistribution

8. Search changes • Advanced search options: • Popular links/ Key matches • Meta tags • SERP changes • Filters on left hand Nav. • Meta descriptions as a chevron • Search FAQs • Support search Integration for esri.com home-page • User recommended search ranks • Bookmarks enhancements • Synonyms for search Esri Confidential - Not for Redistribution

9. CRM Updates

10. Rationale for change • Ageing Support CRM • Dependence on Citrix for remote sites • ~5 year old version in use: Static • Maintenance issues due to Technology limitations • Limited flexibility that impacts Analysts workflows, Offsite support performance & Hosted support services • Limited localization ability • Limited reporting capabilities • Multiple integration points for sales & support functions Esri Confidential - Not for Redistribution

11. Reducing complexity Customer Coldfusion Framework KB WMS My Support Webform Chat Avaya Phone Trunk KB (CMS) COMPLEX? Attachments Used by remote users CTI (Genesys) Nimbus (Pivotal) SAP SSRS Citrix Analyst/ Remote Analyst/ Redlands Esri Confidential - Not for Redistribution

12. Bug Management/ Hotfix Workflows/ Knowledge management SF Service cloud Browser Collaboration Incident Management Workflows Persona driven access to functionality Desktop Mobile Multiple ways to access Esri Confidential - Not for Redistribution

13. Persona Driven • Different views for different users • Profile driven access to data • Casual User • Browse • Search • View forums • View Ideas • View knowledge content • Create Bugs • View beta homepage • Logged-in User • Casual User • + • Edit/ contribute to forums • Edit/ contribute to sites • Participate in some betas • Comment on/ rate Articles • Maintenance Paying User • Logged in User • + • Create new incidents • Chat with analysts • Interact with your incidents • Interact with your bugs • Interact with sys profiles • Run Incident reports • Premium Authorized • Maintenance Paying User • + • Get priority routing • Create premium incidents • Escalate incidents to premium • TAL centric workflows • ID Contact • Maintenance Paying User • + • Search all bugs • Additional info on incidents • Additional fields on Incident forms • ID centric workflows Esri Confidential - Not for Redistribution

14. Knowledge Centered Support • Integrate creation and maintenance of knowledge into the problem solving process • Evolve content based on demand and usage • Reward learning, collaboration, sharing and improvement • Critical Components of KCS: • KB integrated with CRM • Search (Kube –like) • Content workflows • Training • Challenges • Need for a global KB • Translation and Localization Implementation of KCS will allow us to unify support knowledge & help support our global customer base thru the IDs

15. Esri Confidential - Not for Redistribution Feature Rich Portal Knowledge Dashboard Collaboration Workflows Localization Reports Flexiblity Ideas Workspaces

16. Benefits • Integrated Platform with several new-age features • Cloud based system – eliminates the need for Citrix • Growing - enhancements every quarter/ Apps • Flexible workflows: easily customizable • 16 languages available for localization out of the box. • Supports vendor driven localization thru a translation workbench • Robust reporting (With field level access control.) • Unified - 360Oview of the customer Esri Confidential - Not for Redistribution

17. Tiering process for Distributors Webform Tech assist Tier -2 Tier -2 Escalation Escalation Group Lead Group Lead Tier -1 Tier -1 The incident is cloned to create a parent child relationship - any changes made to the child are visible to the parent

18. Esri Confidential - Not for Redistribution Demo • Customer view • System Profile maintenance • Incident creation - profile based inputs • Notes addition • Attachments • Profile management • Analyst view • Cases, comments • To-do list • Emailing • Transfer • Chatter • Hosted support - Incident generation

19. To-do list for the next year • Focus on Infrastructure augmentation • Focus on content delivery • Structure/ Metadata • Search optimization • Localization • Enabling Value added services • Partnership opportunities for IDs • Content generation • Localization & Delivery • Infrastructure for community development Esri Confidential - Not for Redistribution

20. Esri Confidential - Not for Redistribution Questions