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Overview of New Behind the Blackboard for Blackboard CustomersAPRIL 2012
TM
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Statements regarding our product development initiatives, including new products and future product upgrades, updates or enhancements represent our
current intentions, but may be modified, delayed or abandoned without prior
notice and there is no assurance that such offering, upgrades, updates or functionality will become available unless and until they have been made generally available to our customers.
Forward-Looking Statements
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• Understand goals for redesign of Behind the Blackboard™ (BtBb)
• Become familiar with new and updated BtBb functionality (knowledge search, access to community resources, case management)
• Understand where you can find additional resources regarding the new BtBb
Goals
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Topics
• BtBb Re-design Background• Design Fundamentals• Account Settings• Self Service• Community Resources• Case Management• Student and Faculty (Public) Access• Troubleshooting and Resources
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Background
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• Blackboard’s case management and knowledge base repository for Learn (Bb Learn, ANGEL, CE/Vista) and Transact clients
• Where Blackboard system administrators:• Find support• Download software• Obtain reference materials• Manage their Blackboard account
What is Behind the Blackboard ®?
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Why Re-design?
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• Updated Behind the Blackboard delivers new level of customer CARE:
• Comprehensive access to resources• Ability to find what you need• Relevant information tied to you • Easy to use and navigate
What We’re Striving For
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Customer Involvement in BtBbDesign Focus Group
Usability Testing
Suggestion Squad/ Sandbox
Pilot
Over 200 customers
actively participated in helping design, validate and test
the new BtBb
Over 200 customers
actively participated in helping design, validate and test
the new BtBb
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Design Fundamentals
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Home Page: Three Tiers of “Help”
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Home Page: What’s NewAbility to select a specific product to get all articles relevant a product
Recently published Support Bulletins, Product Updates, Latest Articles and Announcements appear in the “What’s New” area
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Home Page: Managed Hosting Features
Access to Insight Report and Managed Hosting Links Resources link visible only to MH customers
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Home Page: Xythos Customers
Only 4 links are visible in the Self Service section for customers on the Xythos-only view of the portal
Only 2 links are visible in the Community Resources section for customers on the Xythos-only view of the portal
Customers can view the Xythos portal by using this drop downand selecting “Xythos”
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Home Page: Transact Customers
Customers can view the Transact portal (old BtBb) by using this drop downand selecting “Transact”
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Header, Footer and Navigation
Footer includes many more useful resources outside of BtBb. FOOTER
HEADER
Standard header is visible across all BtBb pages.
Ability to search knowledge base on every page
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Account Settings
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My Account
Ability to select a variety of settings
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My Profile
Ability to edit all of these fields
Ability to select a “Default Product” to show you content related to your system of interest
Ability to edit the information required to access BtBb
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My Institution
Ability to select the specific institution that the user is associated with
Others from the institution who have access to BtBb
Ability to update current information about an institution’s help desk allows Bb to re-direct end users who call Bb
List of all environments and ability to nickname them; MH customers will have environment information auto-populated
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My Subscriptions
Ability to subscribe to different types of notification for your product of interest
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Self-Service
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Self Service – Knowledge Base
All categories link to KB Search
Ability to search knowledge base on every page
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Self Service – Search Results
Clicking on “Documentation” from the Home Page renders a Knowledge Base search of available documentation
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Self Service – Multiple Search
Ability to perform searches against multiple article type categories
Search filters are listed at the top of your screen. Click the “x” to remove a filter.
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Self Service – External Links
External websites – not yet integrated in Search Engine
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Community Resources
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Community Resources
External websites – not yet integrated in BtBb Search Engine
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Community ResourcesClick on Community Resources to view descriptions of various programs
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Case Management
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Bb Support – Case Management
Easy to create a case
To view more cases or perform a search, click here
Key customer documents regarding support process are one-click away
Click on Create a case button for creating new case
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• Case creation is a 3-step process1. Create case by filling out essential
case details (required)2. Add case attachments (optional)3. View/rate relevant articles (optional)4. Edit the case (optional)
Case Creation
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Bb Support – Create a New Case
Click on Create a case button for creating new case
Click on Create a case button for creating new case
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Bb Support – Create a New Case
Select the institution that you’d like create a case for
Environments for the selected Account appear as selections here
Customer may change these selections if the build for this case is different from what Bb has on file. If customer changes the Version/Source Build, a pop up window will appear giving them the option to update their Environment with this information (for non-hosted environments only).
Issue Topic, Functional Area, and Category are nested drop-downs based on the Environment selected that guide the customer into selecting an appropriate category for this case. Blackboard Support will be using Category for Root Cause Analysis, Knowledge Base gap analysis and Case Routing.
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Bb Support – Add Attachments and View Relevant Articles
Click on the Case Number to be taken to the Manage Your Case Page
Click on any article to review the content of the article
Add relevant case attachments if needed
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Bb Support – View Relevant Articles
Customers can rate articles to help the system identify which content is helpful for helping resolve cases. Clicking on “Problem Solved” closes the case.
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Bb Support – View/Manage Case
Case status and next actions are clearly listed at the top of the Manage Your Case page
Expandable/ collapsible menu
Click on a Case to navigate to its Manage Your Case page
Expandable categories
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Bb Support – View/Manage Case
Collapsed menu
This page defaults to a collapsed “Case Details” section, and a list of all case activity. As communication is added to the case, those actions will be recorded here.
Customer can do one of 3 things once the case has been submitted
Click on a Case to navigate to its Manage Your Case page
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Bb Support – Add CommentsAdding comments is a 3-step process
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Ability to add attachments to the case here (optional).
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Bb Support – View Relevant Articles
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Articles that may be relevant to you case are shown by clicking on “Relevant Articles”
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Bb Support – View Case Activity History
Recent communication and activity on the case is available in the activity history section. You can filter by the type of case activity or use the search field to look for a specific communication.
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Bb Support – View Attachments
Attachments that have been added by the customer or a Bb Support team member are also visible in this section
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Bb Support – View Solutions
Any presented solution will be displayed in the Activity Details section of the case. Youhave the ability to Accept or Decline the solution.
The status of the case changes to “Solution Suggested” when the support technician suggests a solution to the case.
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Bb Support – Close Case
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Bb Support – Survey (Optional)
Survey page will open after clicking on the “Submit” button to close the case. The Satisfaction Survey is not required.
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Bb Support – Re-Open Case
Cases that have been closed can be re-opened for up to 3 months after they have been closed by clicking on the “Reopen” button.
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Bb Support – Search Cases
Click on “Search and View All Cases” to search all cases logged
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Bb Support – Search CasesAbility to select which data is shown per case in the results table below
Enter search terms
Click on Column Header to select the field for sorting
Export this case data in Excel or PDF format
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What’s Next?
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• We’re going to treat Behind the Blackboard just like a product• Ongoing maintenance• Ongoing development
• Eventually all Blackboard administrators will use the same system• Today Blackboard Learn™, Blackboard Mobile™, and Xythos
• Coming soon: Blackboard Analytics™, Blackboard Transact™, and Blackboard Collaborate™
Future Plans