Following the transition over to ZenDesk Support , we are evaluating the readiness of support resources to ensure our users have easy access to useful and effective guidance throughout their use of the SUMS platform.
As part of this ongoing project, we are very excited to soon be introducing our users to the new SUMS Knowledge Base!
The new SUMS Knowledge Base will also be hosted via ZenDesk and hold a full integration with ZenDesk Support, providing a seamless journey between searching our guidance and getting in touch with the SUMS team where needed.
Reimagined from the ground up
✨Highlights of the Knowledge Base✨
We have reimagined and designed the new SUMS Knowledge Base to transform how you interact with our support articles.
Answers At Your Fingertips
Your one-stop shop to finding the answers to your queries, with a seamless design that provides a streamlined experience for users.
Innovative Search Function
Allows you to find the articles relevant to you with just a few key words.
User Focused Language
Our articles are written with our users at the forefront of our minds – whether you are new to SUMS or a seasoned pro, our guides should be easy to follow and provide you with what you need.
Consistent Updates
Consistently updated articles so you know you’re reading the most up-to-date content.
Integrated Support
Get suggested articles when submitting support queries; if the knowledge base has the answer, we’ll find it for you!
Feedback Functions
Did an article not have the answer you needed? Let us know by feeding back at the bottom of each guide.
Where do you come in? 🫵
The introduction of the new SUMS Knowledge Base is paramount in ensuring our users have the best resources throughout their use of the platform.
These resources need to be easy to use, and give you the confidence that no matter your query, the Knowledge Base is sure to hold the answer!
That's where you, our users, come in.
As we continue to progress this project, we would highly value your feedback regarding the new and improved written support articles and proposed design of the new SUMS Knowledge Base.
It's show time!
SUMS Knowledge Base design
Below you will find a demo of the design of the new SUMS Knowledge Base, conducted by our Product Designer, John. This demo runs through the intended design as well as the thought processes behind some of the elements that have been implemented and how these are intended to streamline user interaction with the Knowledge Base.
🙌 Want to take a further look?
Have a look at the design in more detail via the below Figma board, and interact with elements of the design to see how these may function.
Disclaimer: The design depicted within this demo and the Figma board is a visual representation of what we aspire for the Knowledge Base and is subject to change following feedback and technical implementation.
📄 Updated SUMS guidance
Along with the design of the new Knowledge Base, the layout and content of written support articles have also been revisited to ensure the resources you are provided with are easy to follow, streamlined, and give you the confidence that these resources can provide you with the guidance you need to use the platform effectively.
Whether you are new to the platform or a seasoned pro in a particular area, our guides have been curated with the target audience at the forefront of their development.
Take a look at the event guides included in the below document and let us know what you think!
You may be completely new to the Events module and not know how to create an event, or you may be a pro who just needs a little further information on what options you have available when creating a ticket.
No matter your skill and knowledge level, these guides are designed to provide you with the answer.
Consider both the new and improved guides in conjunction with the new Knowledge Base design, and consider the userjourney as you explore the design of the Knowledge Base and take in the various guides that have been provided.
Are they easy to follow? Do they provide the information you would expect to find?
⭐ We value your feedback ⭐
Submit your feedback on the newly written guides and design using our feedback survey below:
This survey is designed to obtain key feedback regarding these updates, and also provides you with the opportunity to let us know any other thoughts you may have. We greatly appreciate your contributions; please be assured that all feedback will be reviewed and considered as we continue to progress this project.
This survey is open until 5pm on Friday 31st January 2025.
We look forward to gaining your invaluable insight.
