This is our first official product update blog in 2020. We are continuously shipping new features into the product quietly, but we realized we didn’t even keep up with our documentation and blogs update about these new features. We started backtracking and updating the release notes (updated until Jan 2020 now) and product update blogs.
As a SaaS platform, we continuously push new features, updates and bug fixes into the product. I thought of giving a quick update on the top 7 features we shipped in Q1 2020.
Also, there are many small improvements and bug fixes across the application.
This feature allows you to have a piece of content on your public knowledge base article that’s only accessible to your logged-in team members. Imagine this situation, you have a pubic knowledge base article on product pricing. But you wanted to have a piece of information that’s relevant to either your customer support or sales team. ex: “we can provide discounts up to 20% if customer signing up for 3 years”.
You can insert “Internal notes” in a similar way how you insert callouts like Error, Warning, and Info
Logged-in user view
General user (customers, prospects) view
Most of the knowledge base platforms out there show a user feedback widget at the bottom of the article something like this
This is great to check whether the user likes or doesn’t like the article. But the problem is, most of the time no one gives you feedback when they are happy. Only when the user gets frustrated, they wanted to give some feedback, it’s important to capture that frustration.
To address this challenge, we brought the feedback with the comments feature. The moment the user clicks “no”, a feedback form is displayed for the user to give a detailed comment as shown below
The moment user left the feedback, the knowledge base owners will get notified and they can also view all the user feedback in a central place on the admin portal.
We enriched the analytics feature by bringing a new section called “Team accounts analytics” (for private/internal projects). On your internal knowledge base, it’s valuable to see the performance of your team’s contribution to the knowledge base. Now you can see “Most Viewed Articles”, “Articles Created”, and “Last Contributed” for your entire team. Also, you can export the results in a PDF or Excel file.
Team Accounts Analytics – Home page
Individual Author Analytics page showing the full history of articles created with last contribution data.
Audit history of what activities the users have performed in the knowledge base. This data is available for both team accounts and normal readers.
My analytics is part of “Team accounts analytics”, the users can understand their contribution and analytics data for their articles from their profile.
Often you wanted to link to various articles within your knowledge base to give users some context and references. Previous, if you wanted to add a link, you need to physically copy that link from the knowledge base and paste it in your editor. Now we added the search feature on the “Insert Link” tool in the editor, which makes life easy for the authors
If you are using Slack as your primary office communication platform, from time to time you may want to do a quick look up on your knowledge base and share the articles with your colleagues (especially if you work on a customer support team). We made it super simple with our Slack Integration now. You just need to authorize slack via Settings\Integration\Externala Integration
Once connected, the users can simply type the “/doc360” command on the conversation window and perform various operations. One of the main useful operations is searching for knowledge base content.
The search result will show up on a window as shown below, the user can either open the article directly or just link the article to the conversation text box.
There are also advanced features like creating the article directly from Slack.
In-App assistant is our little widget that helps to embed Document360 (as an in-application knowledge base) inside your application or website. Here is an example of how we use it ourselves within the Document360 portal.
When the user is on specific screens (ex: Backup and Restore) and if they click on the “Get Assistant” button from their profile
The Document360 in-app assistant widget will automatically open with the relevant article from the knowledge base (using our URL mapping capability of Document360).
We also added features like RegEx mapping and Dynamic URL mapping to support complex URL patterns in the In-App assistant.
This is not something a feature that will excite end customers, but from a platform point of view, this is a very important update we have done in Q1 2020. The end-to-end payment flow is now seamless, we updated the pricing page with a clear description of each feature. We brought in variable pricing for storage and page visits. One important update, we made “Private Readers” unlimited (before we were charging an additional cost).
Here is the list of enhancements and bug fixes we have done in Q1 2020
At the top level, we are working on the following features
Stale Articles notification: You can set rules around when articles will be marked as stale and authors get notified
Article Locking: When multiple users are concurrently working on the same article there is a chance of losing content, to address this we are bringing article locking capability.
Home page builder (v2), previously called “Landing page”: Without any coding knowledge users will be able to design professional home pages for their knowledge base.
Performance Improvement: This one is on our plate for a long time. It’s always a challenge between concentrating on features vs infrastructure improvements. Now we feel the product is pretty matured to cater to wide use cases, and this quarter we are prioritizing performance improvement across the board.
Localization: Currently customers use our project versioning feature as a hack to create multiple languages knowledge base. In Q2, we are addressing this limitation by bringing localization as a first-party built-in feature.
Enterprise SSO: This one took us a while to sort out, mainly because we are currently using Auth0 as our authentication provider and only later we realized some of the limitations of the product for a SaaS platform. Hence we are bringing our own.
Multi Data Center deployment option: Currently Document360 is built completely on Microsoft Azure PaaS technologies and runs in West Europe (with CDN to support global audience). In Q2, we are bringing infrastructure changes so customers can choose between the US, Europe, and Australia data centers.
Microsoft Teams Integration: With the whole COVID-19 situation Slack and Microsoft Teams became the de facto standards for office communication. So we reprioritized Microsoft Teams Integration and bringing it in Q2.
File Manager v2: We are bringing major upgrades to the file manager capability with support for drag and drop, recycle bin, started files, enhanced search, etc.
Also, we are working on many small improvements and reported bugs.
That’s a lot of update coming in Q2, we have been actively working on some of them for a while now.