3Com unveils new-look knowledgebase offering access to troubleshooting solutions

3Com Corporation has announced the release of a major upgrade project on the 3Com Knowledgebase - the online resource available free of charge to all of 3Com`s customers, distributors and resellers around the world. The upgrade project has resulted in a faster, simpler and more complete experience for users.

Visitors to Knowledgebase will immediately notice improved site navigation and an enhanced search engine. Much has been done to make using the resource a more intuitive experience. For example, the new site features a single page where customers can select a specific product, describe a problem and initiate a search of 3Com`s Knowledgebase for the solution. They can move among 3Com`s other Web-based service tools quickly and easily.

The new site includes links to a mine of useful information such as `How To` documents and a `Hot Issues` page where critical areas of concern are addressed before they become a problem. There are also active links to Return Materials Authorisation processes and Connection Assistant.

An important benefit of the new system is its capacity to accept and pass on two-way feedback quickly and with direct results. This means that 3Com`s technical team can post new solutions onto the site immediately without the delay that was unavoidable using old technology. Furthermore, if the same problem is entered by users a certain number of times, a report is automatically generated and sent to the product management team so they can incorporate this feedback into the development and manufacturing of the next generation of products. Every aspect of Knowledgebase can be measured to find out which solutions are the most effective and to identify any gaps in the content.

"This significant investment in our Knowledgebase resource is a clear indication of our commitment to customers and partners beyond their initial purchase or resale," said Dale Bartels, director of 3Com Customer Service. "When we win a new customer or accredit a new partner we want that relationship to last a lifetime and it is initiatives such as these that we believe make 3Com such a firm favourite in the industry," he continued.

The search function has been expanded to include up to 50 solutions per search depending on content match strength. Also, the new site also includes information on recently launched products to inform customers of important features not to be forgotten and bug fixes from day one.

The new enhancements are the result of an upgrade to the Primus software that powers the site. After lengthy technical evaluations, Primus 5.1 was found to deliver the functionality, user interface and strong relational database able to cope easily with the 13 000 solutions or more that currently populate the system.