Support/Weekly Meetings/Agenda 2009-09-14
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Sumo
Knowledge Base
- New articles last 2 weeks: Sorting bookmarks , Enabling and disabling cookies , Deleting cookies , Blocking cookies, Firefox crashes when working with PDF files , Crash signature - _eFOGetName, Firefox crashes due to Adware-DoubleD, Configuring McAfee Internet Security, How to find which folder a bookmark is in, plus at least 17 crash articles from the KB crash articles sprint.
- SUMO 1.3 made some notable changes to KB:
- email notifications when your edit is rejected or approved, with text area for reviewer add review notes (or anything else like a thank you)
- The ability to mark translations as out of date is now in the hands of the reviewer, not the editor.
- articles are not allowed to be created with bad characters
- translations inherit the additional category info from the en-US article
- edit summaries are displayed when removing an 'out of date' warning
- articles not yet in the KB can be renamed by any contributor
- Firefox 2 content will not be ignored by SHOWFOR
- CSAT score over time
- Our goal for this quarter was to get it up to 85% [current csat score]
- Thinking about how to get csat score higher in Q4:
- List of items in Contributors forum thread.
- Other things to think about:
- What is different in Firefox 3.6, and what will need updating?
- How much of it can we automate?
- What is different in Windows 7, and what will need updating for Windows 7 users?
- What is different in Firefox 3.6, and what will need updating?
Forum
Live Chat
- Participation was down last week, with only 12 active helpers. A lot of the most active helpers are back in school/college now.
- Top chat tags from last week, crashes still most common issue
- Web client status: nearly code complete for 1.4
- Will need help testing after changes land
Roundtable