We're building a better Community experience, and this month we're excited to share all the improvements we’ve made in response to, and inspired by your feedback.
In addition to fixing known issues and creating usability improvements, we’ve made it easier to post questions, tag and search answers in your own language, and identify relevant search results.
Approved Support Contacts: Introducing separate known and fixed issues filters
Summary
Approved Support Contacts (ASCs) can now filter for known or fixed issues content from the case creation workflow.
Communities impacted
- English
- French
- Spanish
- Portuguese
What’s behind this change?
Previously, ASCs shared that it was difficult to identify content relating to known and fixed issues when creating new support cases. They want to only see known and fixed issues that directly addresses their concern.
Details
ASCs can now use separate filters to search for Known and Fixed issues in the Suggested Solutions space.
The filters are designed to help ASCs address concerns as quickly as possible by making it easier to find information about recent updates, troubleshooting, and suggested workarounds for known issues.
Fig. 1: The Case Creation workflow for Approved Support Contacts now displays 3 filters in the Suggested Solutions space: All Content, Known Issues, and Fixed Issues.
Approved Support Contacts: Tab Switching Alert
Summary
When creating a new support case, a new alert notifies ASCs that switching tabs will cause the browser to exit the page and workflow.
Communities impacted
- English
- French
- Portuguese
- Spanish
What’s behind this change?
ASCs reported frustration at losing important case details when they selected the Service Request tab before completing a submission.
Details
In addition to notifying ASCs that switching between the Support Case and Service Request tabs can result in the loss of any entered data, a new user interface update highlights the active tab to make the distinction between tabs more prominent.
Fig. 1: An alert displays to confirm the intention to exit the page if an ASC selects a tab prior to submitting a case
Question Posting Help
Summary
Now it's easier to post questions from different contexts in Community. Select Ask a Question from both the predictive search results box and the Search Results page in Community.
Communities impacted
NOTE: Ask a Question workflows are only supported in English at this time. We will release the button and links to Arabic, Dutch, French, Portuguese and Spanish communities in the future.
These communities will see Ask a Question options presented in English from predictive search and the Search page. These options will link Members to the Ask a Question workflow in English.
New Tags in Community will help us measure the volume of questions asked across languages.
What’s behind this change?
Previously, Community Members had to return to the homepage to post a question. Insights from our User Experience Labs and search metrics let us know that members feel comfortable searching but occasionally become stuck when the results do not answer their specific question.
Details
The ability to Ask a Question from the same place you use to search for answers makes getting help easier and faster.
Fig. 2: The Ask a Question Link appears at the bottom of all predictive search results to help Community Members post their question if an answer isn't presented through search.
Fig. 3: After 5 seconds of inactivity on the search results page, the Ask a Question button appears. This helps members post their unique question if an answer isn't presented through searching Community.
Consistent Tagging for a Seamless Community Experience
Summary
Community tags now display using the same style across the entire site.
Communities impacted
- Arabic
- Dutch
- English
- French
- Portuguese
- Spanish
What’s behind this change?
Your Community experience should be consistent, which is why we're ensuring tags appear in the same style throughout.
Details
Whether you're on the search page, using the Ask a Question workflow, or browsing the ASC portal, you can now easily recognize our tags and use them to quickly spot and find the resources you need!
Fig. 4: On the search page, you can see the tags associated with each search result.
Fig. 5: In the Ask a Question workflow, under Suggested Results, you can find the source tag within the results.
Fig. 6: In the ASC Portal, you'll find the same tags when creating a case, listed under the Suggested Solutions results,
Learning Center search results display content for your preferred language
Summary
We made it easier to find Learning Center courses in your preferred language.
Communities impacted
- English
- French
- Portuguese
- Spanish
What’s behind this change?
Previously, Community members could not search for course content in the Learning Center in their preferred language from the Brightspace Community. They shared that this made it more difficult to access these resources.
Details
You can now visit your Community in your chosen language and filter for Learning Center on the Search page. Search result tags will confirm that the course content topic pages are available in your preferred language.
Fig. 7: Search Result tags will confirm that the Learning Center course content is offered in your preferred language.
Enhanced Question Support
Summary
When you select Ask a Question from anywhere in Community, you now also have the option to filter Discussions from the Suggested Results and see whether other users have found answers or solutions.
Communities impacted
What’s behind this change?
Community member feedback in our User Experience Labs has shown that those posting a question often prefer the option to view similar, answered questions in Community to reviewing documentation. Previously, articles were prioritized in the Suggested Results, without the option to filter discussion from article suggestions.
Details
This update helps you quickly find reliable answers, saving time and making it easier to get the information you need!
Fig. 8: Ask a Question workflow now displays Discussions across Community in the Suggested Results panel.
Smarter Knowledge Base Search
Summary
New functionality makes it easier to find relevant information when using the Knowledge Base Search tool.
Communities impacted:
- Arabic
- Dutch
- English
- Portuguese
- Spanish
What’s behind this change?
Community Members have shared that they would like to see their search terms highlighted on article pages. Previously, searched items were not highlighted in article views of the knowledge base and the original search term was not retained in the search box.
Details
When you use the Knowledge Base Search tool and select a suggested result, the search term now persists in the search box and a user interface improvement highlights each instance of it on the article page, making it faster and easier to find the information you need at a glance.
Fig. 9: When using the Knowledge Base Search tool, selected results now highlight your search term within the article and keep it in the search box
Share Your Feedback
We want to keep building a better experience together and this Summer the Community and Knowledge Teams will be offering a series of new virtual and in-person activities where you can check out our next set of Community designs and ideas and share your feedback on how we can better support you in your Teaching and Learning with Brightspace.
You don't have to wait until Fusion- you can provide feedback directly through this article using the Was This Article Helpful feature, or in our Community Feedback Discussion.