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Less than a week until Improving Customer Experience - Potential New CA Support Offerings Office Hours 12/10/14 at 11am

  • 1.  Less than a week until Improving Customer Experience - Potential New CA Support Offerings Office Hours 12/10/14 at 11am

     
    Posted Dec 04, 2014 06:43 PM

    Thank you for being part of CA Communities. We appreciate your active involvement and would like to use that channel to get your feedback about how we can improve the customer experience.

     

    Please join CA Support team members for a 1 hour live chat with:

     

    ~Pat Cassidy, VP, CA Support

     

    ~Bill Loikets, Advisor, Engineering Program Management

     

    ~J.J. Lovett, Director, Online Communities

     

    We will discuss existing and potentially new CA Support offerings in an open chat forum. We want your input!

     

    Click here https://catechnologies.webex.com/catechnologies/j.php?RGID=r34bdeebcca93a8446f9fff4a80c8a761  to register, add to calendar, and join the day of.

     

    *Please note that there is no audio. This is for you to submit your questions only and our experts will respond using Webex chat.

     

    WHEN AND WHERE

    EVENT INFO

    • Event Type:

      Meeting

    • Event Visibility & Attendance Policy:

      Open


  • 2.  Re: Less than a week until Improving Customer Experience - Potential New CA Support Offerings Office Hours 12/10/14 at 11am

     
    Posted Dec 15, 2014 01:54 PM

    In case you missed the Office Hours below is the chat. Check it out and thank you to all who participated!

    December 10, 2014    7:58:51 AM    from Chris Hackett (CA) to Everyone:Hi All - We'll be starting in just a few minutes. Please hold any questions until we announce the start. Thanks!

     

     

    December 10, 2014    8:03:18 AM    from Chris Hackett (CA) to Everyone:Hi All - We're ready to start. We'll be asking a few questions of you and you can ask us as well.

     

     

    December 10, 2014    8:04:06 AM    from Mary Greening - CA to Everyone:Hi Everyone, Patrick Cassidy, VP of Support is with us today.

     

     

    December 10, 2014    8:05:40 AM    from Pat to Everyone:Hi Everyone i am interested to know and a few things to help improve the support experience.  What is your preferred channel to get an issue/problem resolved?

     

     

    December 10, 2014    8:06:59 AM    from Pat to Everyone:Do you prefer Phone, Web, chat?

     

     

    December 10, 2014    8:07:08 AM    from Gaylan Colledge to Everyone:E-mail or phone

     

     

    December 10, 2014    8:07:33 AM    from Gaylan Colledge to Everyone:It depends on the case/situation.

     

     

    December 10, 2014    8:07:35 AM    from Bryan Unwin to Everyone:I prefer Chat...instant response

     

     

    December 10, 2014    8:07:46 AM    from Tim Guzek to Everyone:@Pat - I have used the online Chat to ask RElatively quick questions - So that is a good feature, My only down side to that was it doesn't seem to always be available

     

     

    December 10, 2014    8:08:28 AM    from Martti Kinnunen to Everyone:@all Community discussion board, Knowledgebase and Open a case with support via web

     

     

    December 10, 2014    8:08:30 AM    from Sally McNally to Everyone:I prefer chat as a rule.  A lot of our support problems require me to be on the phone already, so I can often handle a chat session while I'm on a phone issue.

     

     

    December 10, 2014    8:08:37 AM    from reeti+bhargava to Everyone:"Pat: online chat for quick fixes/info, else live meet+call

     

     

    December 10, 2014    8:09:18 AM    from Martti Kinnunen to Everyone:@all though have not opened a case for more than a year

     

     

    December 10, 2014    8:09:53 AM    from Pat to Everyone:@Tim- We are currently piloting chat tools in different product areas to see how our customers would like to use it. You will see more products start using it more frequently

     

     

    December 10, 2014    8:10:31 AM    from Mary Greening - CA to Everyone:Anymore responses to this question before we move on?

     

     

    December 10, 2014    8:10:39 AM    from Lynn Harris to Everyone:@Pat- haven't used the chat so far as I often never see the option until AFTER I have submitted the case (don't know why) .   No matter the channel, the value add is only as good as the knowledge of the person on the other end.  Thus, why I Agree, communities forum and knowledge articles are my first go to 

     

     

    December 10, 2014    8:12:51 AM    from Pat to Everyone:Are there any other tools you would like to suggest to contatc CA Support

     

     

    December 10, 2014    8:12:58 AM    from Kathryn Ellis (CA) to Everyone:@ALL - Because we currently have selected products that have Live Chat available, the current method to access Live Chat is that you have to pick your product to see the LIve Chat button --- Check out this Tuesday Tip on the exact steps to engage a Live Chat : https://communities.ca.com/message/241693910

     

     

    December 10, 2014    8:14:28 AM    from Pat to Everyone:Does CA Support meet your Language Requirements

     

     

    December 10, 2014    8:14:29 AM    from brian bobak to Everyone:@Brian - what is a Tuesday Tip?

     

     

    December 10, 2014    8:15:27 AM    from Tim Guzek to Everyone:@All - Other Than Chat - I generally open Cases online

     

     

    December 10, 2014    8:16:07 AM    from Kathryn Ellis (CA) to Everyone:@Brian - The Tuesday Tip is a weekly Community Posting that is provided by CA Community Members for different products.  The CA PPM Team is very active community!

     

     

    December 10, 2014    8:16:16 AM    from Martti Kinnunen to Everyone:@Tueesdays Tip's are posts on discussion board with how to info or deeper background info typically beyond the scope of documentation.

     

     

    December 10, 2014    8:16:56 AM    from Pat to Everyone:Thanks Martti

     

     

    December 10, 2014    8:17:25 AM    from Gaylan Colledge to Everyone:@Pat - CA Support meets our Language Requirements; sometimes it is hard to understand the heavy accent.

     

     

    December 10, 2014    8:17:29 AM    from Lynn Harris to Everyone:@Pat- I don't think tools are as much a concern as access to the knowledge.. whether it be human or finding articles (ensuring they are tagged well, key words, etc).  So, regardless of the tool, we need to ensure that we can obtain responses/information quickly and accurately (Exceptions are very complicated issues).. hope that makes sense-- just a thought to put out there..

     

     

    December 10, 2014    8:17:52 AM    from Pat to Everyone:Is anyone using our Hyper notifications , if so do you find them useful

     

     

    December 10, 2014    8:18:18 AM    from Martti Kinnunen to Everyone:@all The problem with Tuesday's tips is that they are no longer easily acessible like they were when they were a separate category Now you have to use the search which is tag based and the search results include evry post not just the subjects giving results you are not after.

     

     

    December 10, 2014    8:18:19 AM    from Tim Guzek to Everyone:@Pat - In reference to Language - We are only U.S. so that hasn't been an issue for us, but accents do hinder communication at times

     

     

    December 10, 2014    8:18:47 AM    from Gaylan Colledge to Everyone:@Pat - what are Hyper notifications?

     

     

    December 10, 2014    8:18:53 AM    from Martti Kinnunen to Everyone:@No support in Finnish, English is OK

     

     

    December 10, 2014    8:19:29 AM    from Kathryn Ellis (CA) to Everyone:@ALL - Tuesday Tips - I am planning to provide a list of published Tuesday Tips for the CA PPM community at the end of the year

     

     

    December 10, 2014    8:19:48 AM    from Tim Guzek to Everyone:@Pat - I attempted to set up the Notifications but kept getting an error when trying to, so Gave up

     

     

    December 10, 2014    8:19:59 AM    from Martti Kinnunen to Everyone:@All Yes what are hyper notifications

     

     

    December 10, 2014    8:21:37 AM    from Martti Kinnunen to Everyone:@Kathryn good to hear, is that list gonna be sticky and easily accessible all the time?

     

     

    December 10, 2014    8:21:52 AM    from Pat to Everyone:@Gaylan- Hyper notifications are a way to find out important information regarding a specific product area, such as a vulnerability

     

     

    December 10, 2014    8:22:40 AM    from Martti Kinnunen to Everyone:@Pat Could you please tell more, that really doesnot tell whether they are good or not or where they can be accessed

     

     

    December 10, 2014    8:22:44 AM    from Pat to Everyone:@Gaylan- You can subscribe to Hypers through the Support site

     

     

    December 10, 2014    8:22:56 AM    from Kathryn Ellis (CA) to Everyone:@All - here is a community posting describing how to subscribe to Hyper Notifications : https://communities.ca.com/docs/DOC-231149399

     

     

    December 10, 2014    8:23:55 AM    from Pat to Everyone:Are there any improvements you would like to see with our Support Site?

     

     

    December 10, 2014    8:25:26 AM    from Martti Kinnunen to Everyone:@Kathryn OK thanks, I have subscribed, but do not recall having received any. Have there been any for CA PPM?

     

     

    December 10, 2014    8:26:27 AM    from Pat to Everyone:Any suggestions on how long should your case should be viewable on CA Support Online following its closure

     

     

    December 10, 2014    8:26:35 AM    from Martti Kinnunen to Everyone:@Pat Put the categories back to CA PPM discussions, include thread subject in search and use full text search instead of tag based

     

     

    December 10, 2014    8:26:35 AM    from Kathryn Ellis (CA) to Everyone:@Martti - The Communities has been our choice for 'notifications' of product updates such as Patch Releases and other types of notifications for CA PPM

     

     

    December 10, 2014    8:27:27 AM    from Martti Kinnunen to Everyone:@Kathryn they work well for me, are you saying there have not been any notifications?

     

     

    December 10, 2014    8:28:27 AM    from Kathryn Ellis (CA) to Everyone:@Martti - 1- CA PPM is not using hypers at this time, 2-the communities do have full text searching

     

     

    December 10, 2014    8:28:33 AM    from Gaylan Colledge to Everyone:@Pat - keep cases available as long as the version is supported.

     

     

    December 10, 2014    8:28:37 AM    from Martti Kinnunen to Everyone:@Pat Do the old closed cased really have to be removed?

     

     

    December 10, 2014    8:29:09 AM    from Martti Kinnunen to Everyone:@Pat even longer, because there are people who use unsupported versions

     

     

    December 10, 2014    8:29:39 AM    from Asad to Everyone:@all I am working with Aviva in the service virtualisation team . Often we come across a situation wherein we require some in depth information about the LISA tool we are using . for example how safe is you data when you are doing recording using LISA. We often look up to the community forums to get some of the information but it takes a little bit of time . Is any specific forum or contact number available wherin we can call and get the information more quickly?

     

     

    December 10, 2014    8:30:21 AM    from Tim Guzek to Everyone:@Pat - I continually like to go back to reference cases

     

     

    December 10, 2014    8:30:39 AM    from Martti Kinnunen to Everyone:@Kathryn  WIth the jive base community I have much harder time locating old thread than before, many times I have to search my saved threads.

     

     

    December 10, 2014    8:31:35 AM    from Pat to Everyone:@Martti- We will be keeping all case history associated to a companys site ID

     

     

    December 10, 2014    8:32:47 AM    from Martti Kinnunen to Everyone:@Pat That is good, if you stay with the company and if that stays in business.

     

     

    December 10, 2014    8:33:50 AM    from Lynn Harris to Everyone:@Pat- support site: For some reason, it seems much slower and more labor intensive than the old look and feel.    Could we possibly set the search to default always to our product of choice?   It often bombs on my searches and I have to start all over. I get the "oops something went wrong"... etc (CAPPM user)     Agree- the tag base makes it difficult. Example: I had a case that lasted a whlie only to find out that there was a defect; however it was tagged to anoter error code and not mine.   I think you could devote an entire session on just the topic of the support site.    It's functional, but seems to not be as good as in the past.   lastly, links to old articles often don't work  .  I think that is stated above.  Thanks for asking!

     

     

    December 10, 2014    8:36:01 AM    from Kathryn Ellis (CA) to Everyone:@Martti / @Lynn - thanks for the information on searching the communities and the support site. We will discuss internally to see what we can do to improve this area.

     

     

    December 10, 2014    8:36:09 AM    from Tim Guzek to Everyone:@Pat - One thing that I have struggled with is getting a defect #, but then not being able to find anything about where that issue stands

     

     

    December 10, 2014    8:36:22 AM    from Martti Kinnunen to Everyone:@Pat yes, if I am in a community discussion the nthe search should give the results from that community as deafult and only if you want all of the communities.

     

     

    December 10, 2014    8:37:26 AM    from Martti Kinnunen to Everyone:@Tim Isn't there a list of public defects which is updated?

     

     

    December 10, 2014    8:37:43 AM    from Pat to Everyone:@ Asad- Moving forward there will be more CA Technical resources in the SV community to assist with inquires.

     

     

    December 10, 2014    8:38:25 AM    from Tim Guzek to Everyone:@Marti - I have been given #'s that don't appear there, or anywhere

     

     

    December 10, 2014    8:38:27 AM    from Kathryn Ellis (CA) to Everyone:@Martti - The 'Water Cooler' community has tips on navigating the application.  To answer this specific statement - you can go to the Community, Content page and perform your searching from that page for all content in that specific community

     

     

    December 10, 2014    8:40:26 AM    from Martti Kinnunen to Everyone:@Kathryn If in CA PPM community content discussion I type something in the search box top right, CA PPM communtiy is not select for the results by default

     

     

    December 10, 2014    8:41:34 AM    from Pat to Everyone:@ Tim- Regarding the defect # and Status, I would suggest using chat as a way to get a quick status

     

     

    December 10, 2014    8:42:07 AM    from Martti Kinnunen to Everyone:@Tim those must non published ie "private" issues

     

     

    December 10, 2014    8:43:27 AM    from Tim Guzek to Everyone:@Martti - May be, but I have no way to know that (that I am aware of)

     

     

    December 10, 2014    8:43:29 AM    from Kathryn Ellis (CA) to Everyone:@Martti - try the search box (it has grey text - 'Type to filter by text') on the content page, not the one at the top. And there is a button to filter by tag

     

     

    December 10, 2014    8:45:00 AM    from Mary Greening - CA to Everyone:Hi Everyone, is there any other support feedback you would like to give?  Anything we don't have that you would like to see?

     

     

    December 10, 2014    8:46:08 AM    from Tim Guzek to Everyone:@Mary - My Main pain point is when I submit a case and include screenshots of the issue/messages etc.

     

     

    December 10, 2014    8:46:34 AM    from Martti Kinnunen to Everyone:@Kathryn Thanks, I'll try that to see how it goes, have not used that

     

     

    December 10, 2014    8:47:51 AM    from Tim Guzek to Everyone:@Mary - oops - hit enter too soon.  And then explain via a web conference the issue, which is OK. but if the case gets assigned 1 or 2 more times and I have to go through a web session all over again to explain the issue again repeating the steps I sent the original screenshots in in the first place for has really annoyed me in the past

     

     

    December 10, 2014    8:47:52 AM    from Kathryn Ellis (CA) to Everyone:@Lynn, on the Support Site, there is the home page, click on the 'Knowledge Center', 'Product Pages', type in 'ppm' to retrieve the CA PPM product page and then mark this as a book mark page ; and from here you can search for your product.  Also, there are settings on your account profile that you can pick 'your products' for default searching.

     

     

    December 10, 2014    8:50:49 AM    from Bhaskar Reddy Sudini to Everyone:@Bhaskar:, I have tried to add CA ITPAM, but its not showing up in the drilldown

     

     

    December 10, 2014    8:52:07 AM    from Kathryn Ellis (CA) to Everyone:@Bhaskar - if you use 'pam' you will find 'CA PAM Client for Linux for System z' on the Support Site

     

     

    December 10, 2014    8:52:52 AM    from Kathryn Ellis (CA) to Everyone:@Bhaskar - here is the product home page

     

     

    December 10, 2014    8:52:53 AM    from Kathryn Ellis (CA) to Everyone:http://www.ca.com/us/support/ca-support-online/support-by-product/ca-pam-client-for-linux-for-system-z.aspx

     

     

    December 10, 2014    8:53:11 AM    from Pat to Everyone:@Tim- Thanks for the feedback regarding the screenshots and web sessions. I will discuss this with the support teams and see how we can better capture the information and recod some of the web sessions for others to use.

     

     

    December 10, 2014    8:53:32 AM    from Tim Guzek to Everyone:@Pat - I do want to add on a positive note that Support has been much more responsive and better at achieving closure on issues to my satisfaction than a few years ago!! so Kudos on that from our perspective on Clarity

     

     

    December 10, 2014    8:53:33 AM    from Bhaskar Reddy Sudini to Everyone:@Kathryn: Thanks ill try to find

     

     

    December 10, 2014    8:53:45 AM    from Chris Hackett (CA) to Everyone:Ok Everyone - We're wrapping up now. Thank you all for attending and for your feedback today. Please do go and let us know what you think here as well: https://communities.ca.com/community/the-water-cooler/blog/2014/11/24/improving-the-customer-experience

     

     

    December 10, 2014    8:53:53 AM    from Lynn Harris to Everyone:@Katherine, yep I have my profile all set and I've done the knowledge center path before, but for some reason, it does not work very well for me and if I change my keyword search, it seems to make me select the product all over.  I was hoping for something static. I set it once and always defaults for me.    The main point is that the " new" usability does not seem as user friendly -- seems to require more clicks  -- but the ultimate point is to ensure we can find the information quickly and accurately.  And, if we are talkig to support staff, ensure they are knowledgable. Agree with the comment about having to repeat ourselves over and over.

     

     

    December 10, 2014    8:54:39 AM    from Lynn Harris to Everyone:@Pat- agree, thanks for leading this initiative.. I know it is tough hearing "complaints" --    keep up to good work

     

     

    December 10, 2014    8:55:07 AM    from Pat to Everyone:@ Tim- I appreciate the feedback regarding the Clarity team

     

     

    December 10, 2014    8:55:11 AM    from Kathryn Ellis (CA) to Everyone:@ALL - Thank you for your ideas and suggestions!

     

     

    December 10, 2014    8:55:19 AM    from Lynn Harris to Everyone:*the not to!

     

     

    December 10, 2014    8:55:44 AM    from Martti Kinnunen to Everyone:@Kathryn Are you talking about support site bookd marks of browser bookmarks?

     

     

    December 10, 2014    8:56:02 AM    from Pat to Everyone:I would like to thank everyone for your time and for your honest feedback. Enjoy the rest of your day

     

     

    December 10, 2014    8:56:25 AM    from Martti Kinnunen to Everyone:@Pat Thanks, keep up the good work.

     

     

    December 10, 2014    8:57:03 AM    from Chris Hackett (CA) to Everyone:Thanks again all!