Dynamic Documentation

[#1]

With all the constant changes with SalesLogix (CUs, SNCs, Web Updates) as well as changes in Browsers and Operating systems we frequently find that the SalesLogix Implementation Guide is either not updated with the latest information, or could use additional information that covers scenarios when things do not work as documented.

So my idea is that the implementation guide or other documents should be hosted online in a more easily updatable format (like a Wiki) so it can actually be kept up to date with the very latest information.

If SalesLogix Support encounters a specific issue with say Windows Server 2012 while configuring the Synchronization Job, they could easily add a line to the document that states what a possible fix is to make it work.

BPs and Users could also provide additional feedback based on their experience with an issue they encountered during an implementation that would help others if they run into the same issue.

I think documentation like this would go a long way in helping everyone resolve commonly found issues.

[#2]

Hi Anosh, I recommend reviewing our knowledgebase within the customer portal. Documentation is updated for each release and, in between releases, information is posted here regarding any changes, common issues, etc. To get to the knowledgebase, log into the customer portal here: https://crm.saleslogixcloud.com/Customers/ The knowledgebase should be on the left side. Preconfigured groups are available for your convenience. Please let me know if this meets your criteria. Also, we're always open to feedback on how your experience can be improved. Regards, Kevin Draggoo

[#3]

Hi Kevin,

Here's the issue. The knowledgebase is a good tool to researching a problem.....what I'm hoping to do is eliminate the problem in the first place.

Example: Currently the compatibility checklist shows that the SLX v8.1 Sync Server is marked as "Not tested but support is available" with Windows Server 2012. However you'll find that the sync server does not work on Server 2012.

It will probably be a month or two at least before a new compatibility document is available. However in the meanwhile we will have BPs and Customers going out to http://www.saleslogix.com/compatbility and looking up the old document and thinking it would work. Would they really check the knowledgebase at that point to see if there were any issues reported? I would bet no.

Similarly there are issues with errors in the implementation guide, or insufficient information on the implementation guide. It takes ages for these to get updated.

Or for example iOS7 comes out and breask the mobile client.....again it takes ages for this information to be distributed. If there was dynamic documentation that was updated and annotated with all the latest changes and in a single place, it would save a lot of Business Partners and the SalesLogix Community a lot of extra headache.

Thats my 2 cents

[#4]

That is an excellent perspective. I will talk with our documentation team regarding the feasibility of this option and see if they can run with it. Thank you for sharing your insight.

~Kevin

[#5]

Here is what I received from our documentation expert:

• Changes in Browsers and Operating systems are never captured in the Implementation Guide because they change so much.  They are captured in the Compatibility Guide, which is updated multiple times each month.
• Releasing an update should never require that the Imp Guide be updated. The updates have their own installation docs, and those installs are as cookie-cutter as possible. 
• The Implementation Guide documents the installs delivered for a specific release. Updating it between releases is not desirable, just like having to re-release an install is not desirable – it’s rework and impedes the other things we have to do.  Failures in the doc are recorded as tickets by Tech Support and tested by QA.  
• We document what QA has tested.  There may be multiple other ways to do it, and there may be folks clever enough to spot-read the doc instead of going through it from beginning to end, but we still provide the beginning to end process. 
• The BPs and PSG assure me every day that they never bother to read.
• Having said all of that, yes, we have a project under way to provide web-based content that is SEO.  

So, this is a combination of answers plus a confirmation that your idea is already under way. Hope this helps!

~Kevin