March 24, 2020

 

Introduction

Over the past few months we designed and built a new design and layout for the Avionté Support Center and Knowledge Base. Working with our partner Envoy, this interface has now been applied and is ready for use! We think you will find it more usable as well as more aesthetic. In addition to a fresh, new look and feel, we have done some re-organization of the categories and sections to more faithfully reflect operational and development priorities going forward. This article will outline the new design and re-organization, and how it can best benefit your use of our software.

Our approach to this redesign was simple: make the experience of finding the information you need quick and easy. We accomplished this by taking Avionté’s three solutions and separating them into their own categories: BOLD, CLASSIC, AERO. After this simple selection, we will present more relevant results, when you are searching for articles.

The knowledge base is a useful tool in learning Avionté features and troubleshooting issues before you create a support ticket and contact us for further assistance. It has a wealth of information across a wide variety of topics. It is also useful after a ticket is created; support resources will refer you to it when you have questions about topics it covers.

The knowledge base remains available nearly 24/7, even when other products need periodic downtime. Even during this time of uncertainty due to COVID-19, we remain dedicated to keeping the knowledge base active and current. (As an example, our new COVID-19 Resources are now available; you can find them in the General Support category.)

To start, you will select the product you have a question for: BOLD, CLASSIC, or AERO, and then browse or search to find the articles you need. There are also more specialized categories underneath the main three (further explained below).

Home Page Overview

As you will immediately notice on loading the home page, the user experience is more graphically engaging than before. Despite this, the functionality of the previous support center has been retained. We hope this is the best of both worlds.

There are multiple help centers now – one for each product, plus a “default” help center. BOLD, CLASSIC, and AERO each have their own help center and can be accessed by clicking on their respective icons. Additional support options are shown underneath – these include General Support, AviontéCORP Support, Release Notes, Year End/ACA, and CONNECT. This design allows you to quickly browse to your topics of interest.

At the top of the screen, you will see the same basic options as were in the previous design: Submit An Idea, Submit A Ticket, My Tickets, and your user information.

Our new support center can also display alerts on the main screen to keep you aware of scheduled system and/or product maintenance, outages, or other useful information. To clear an alert from the display you can click on the “X” on the right-hand side.

Clicking on the Avionté logo in the upper left will take you to the home page from any screen you are on for the support center you are currently accessing.

 

The Top Row 

• Submit An Idea
  
  This option will open our Product Enhancement Portal. Here you can submit suggestions for future development, by choosing a product line, typing out your ideas, and giving us your email address.
  
  
• Submit A Ticket
  

Depending on your level of access (and whether you are signed in) - this option will open your ticket system dashboard. Here you will be able to see tickets you currently have open, as well as their status and who they are assigned to. The ticket system should function in the same way as before. You should be able to create a new ticket in much the same way.

• My Tickets

Depending on your level of access – this option will show your current tickets. There is a search function on this page. The page options are divided into Requests, Contributions, and Following. Requests will allow you to follow your tickets; Contributions will allow you to follow the comments you have made to articles; and Following will show updates to any articles you have decided to follow.

• The User Menu

Clicking on this will reveal three options – My Activities, My Profile, and Sign In/Out.  Clicking My Activities will take you to the same screen as the My Tickets option and clicking My Profile will open your profile page. The profile page lists your user activity, articles you’ve viewed, comments you’ve made, users you’re following, users you’re followed by, votes you’ve made, and subscriptions you’ve made.

 

AviontéBOLD

The BOLD dashboard has the following layout, indicated by icons designed for that menu, function, or subject area:

• General
• Dashboard
• Jobs
• Talent
• Timesheet
• Companies
• Documents
• Back Office
• Analyze
• Account Settings & Configuration
• Avionté Marketplace
• Year End

A search bar is available for searching article text and titles.

Clicking on any of the icons opens the page for that area, which will show categories and sections for that subject.

 

AviontéCLASSIC

The CLASSIC dashboard has the following layout, indicated by icons designed for that menu, function, or subject area.

• General
• Start Page
• Front Office
• Back Office
• Reports
• Administration
• Web Portals
• Configuration

A search bar is available for searching article text and titles.

Clicking on any of the icons opens the page for that area, which will show categories and sections for that subject. 

 

AviontéAERO

The AERO dashboard has the following layout, indicated by icons designed for that menu, function, or subject area.

• General
• Recruiter Module
• Talent Module
• Job Board Module

A search bar is available for searching article text and titles.

Clicking on any of the icons opens the page for that area, which will show categories and sections for that subject.

 

Acknowledgements and Conclusion

Lastly, we want to acknowledge those who were primarily responsible for getting the redesign of the new support center accomplished:

• Kelcy Modrynski, CX Designer
• Kevin Thompkins - Project Manager, Implementation
• Sarah Lowrie, Director of Support
• Brenda Peterson, Director of Training
• Our partners at Envoy: Kasia Wood, Jon Bolden, and Ravi Chandrasekaran
• And me – I’m Sean Ree, Avionté Technical Writer.

We hope you find our relaunched Support Center useful and helpful!

 

Sincerely,

 

P.S.: There is also a webinar recording covering an overview of the knowledge base; to view it, click here.