What Does the Future of Instructure Support Look Like?

So I'm Renee Carney, Director of Community, and I've actually been at Instructure for eight years now. I have quite a few pins, as you can see. I've been to all but one instructor, Con, if you can believe that. And I live up in Washington state, so been I've I was remote before remote was cool. And a little fun fact about me is I have a a small farm. So that's part of why remote life works really well for me.

And I'm joined by And my name is g woah, that's a lot louder than I thought. I'm sorry. But my name is JT Eborn. I am actually a customer success manager for on one of our higher ed teams. So how many of you are higher ed focused in here? Awesome.

Love it. Well, I bring all of the love from all of your CSMs. They really do wish that they could have been here this week. They told me to give you all hugs, but there's a lot of people here, and we probably wouldn't make it through But I've been in an instructor for about five years now. And, loved every second of it.

Love getting to interact with you all and to help make sure that you were successful. That being said, fun fact about me. I have a plethora of children. I've got four kids all under the age of seven. And I know.

Right? And the reason that I'm out of breath is because I was upstairs talking to one of them on FaceTime. And, they were calling me to let me know that the youngest, our youngest daughter was trying to She's she's potty training right now. And she was trying to let us my oldest daughter is letting us know that potty training was not going well. So she was she was very, very concerned about the need to come and tell me. So but phenomenal phenomenal little kids love every one of them.

And we love getting to work with you guys. So Cassie is our next presenter. Okay. So I am Cassie Rodriguez. I have been with Instructure for five years, and I am one of the support managers.

So I help with all the l ones. So if you guys talk to them or your people cocktail ones, that's my team. Fun fact is I love woodworking. I actually built all the wood stuff in my house, shelves, furniture, all that kind of stuff. So that's my little fun hobby on the side.

Awesome. And we're really excited to be here to talk with you guys today. One of the things, you know, being in the customer side of the house, we wanna make sure that you're supported the best that you can be. And we wanna make sure that this is a fun and engaging environment because you all know what you need and what you want the best. So we're gonna start off by playing a game, and we are going to be playing some prices, the price is right games.

So you might get invited to come on down, and there are definitely some prizes if you do engage. So make sure your hands get raised. So we're gonna start off with some games. And then we're gonna do a collaborative brainstorming session together. So we're gonna get started, and I'll turn the time over to Renee to kick things off with the data is right.

Thank you. And before we do, I want to give special thanks to JT. As you saw, this is a, presentation about support. So you're like, why is a CSM here? Well, it's because we are a unified in making sure that you all have the best experience possible. So we wanted to demonstrate that.

Alright. First game. Hi, low. Are you familiar with this? So we have the number two hundred and eighty nine is the number that we're assessing, and it's we wanna know the number of employees on the support team. Is it high or low? Raise your hand if you wanna answer.

Whoa. I saw that hand. Cassie, right? Yeah. I saw you. Stand up.

She'll come to you. You've you've gotta introduce yourself. Yeah. Yes. So name and school.

Let's see here. My name is Tyder Bend. I am from Waucom Community College in Bellingham, Washington. A Washingtononian. Love it.

I'm gonna say higher. You're gonna say hi? Well, you guys employ more than two eighty nine. That was where I was going. We oh, gotcha. So it's higher is what you meant.

You have a higher number of employees than two eighty nine? Yes. So the number two eighty nine is low. We do have a higher number. It you still get the swag. So we do we have three hundred and nineteen employees in the support org, and they're across seven different countries in the US.

Hungry, Germany, Netherlands, Spain, England, and South Africa. And we share this with you because we just want you to know how global of an approach we take. We we have a global team. We support our global customers. Okay.

Next, Alright. We're continuing on with high or low. Who feels confident knowing the total number of products your instructor support team supports. Alright. Let's see.

Let's hear it. I think you have more than please. Oh, that's right. What's what's have you introduce yourself for you? Mariana Tye from Salt Lake Community College. Mariana welcome.

I think you port more than ten. More than ten. Let's see. Success. That is success.

Good job. We got a winner. Alright. That is correct. We actually support ten products over four different product families.

And there is sorry. Fourteen. I can't I can read. We support fourteen products over four different product families. We organize those into four different groups based off of how they kind of interact with another.

We've got our Canvas core products, which include things like catalog, credentials, studio, Canvas network of those fun things that you're probably familiar with. We also support our elevate data and our elevate family, which includes kind of our data analytics platform. That are primarily focused on K twelve educators. So do we have any K twelve educators in the room? Woo hoo. There we go.

The few, but the few with the proud, we'll love you guys too. We also have our mastery group for Mastery Connect customers. So if any of UK twelve individuals are working with those, And we've also got impact. And if you have seen, we did recently acquire learn platform. We do support them.

Just don't know where they fit in the mix right now. We're kinda figuring out where they go. So alrighty. Okay. I think you're getting the hang of this.

So next volunteer, the number is twenty five. Number of SIS solutions we support and host documentation on. I I'm gonna go with this guy right here. We'll get you. Okay.

Name. Mike, University of Nebraska Medical Center. And I would say twenty five is high. Oh, I went the wrong way. It is.

So it's twenty one. And if you've looked in the community, you've probably actually seen this exact diagram of buttons. And we wanted to talk about this because we know that your SIS integration is extremely important to your success. And while they're not our products, we know that you sometimes need help troubleshooting on these. So we provide that support level, we have assist team that helps you support and work through any troubles that you're seeing as well as basic documentation.

Yeah. If you go to the community and under Canvas, it'll say SIS. Yep. And you can find all of that documentation there. We actually do get support tickets for more than twenty one SIS integrations.

So we support way more than that. It's just we have documentation on twenty one of them. Alrighty. How many of you in the room have heard of the Canvas certified technical admin program? Lot of hands going up. How many of you are Canvas certified technical admins? Awesome.

So for those of you that haven't heard of it and don't know what this is, The Canvas certified technical admin program is a phenomenal certification that you can earn. It consists of three courses. That get you to be like a superhero in terms of Cadmus admin in administration provides you a lot of information and helps you learn the ins and outs of canvas. So if you are a new administrator, highly recommend getting into this cohort. One of the cool perks of this program is that you can get direct to l two support.

So although Cassie's team is phenomenal at making sure that we get all the support we need, we understand that sometimes you want to go directly to somebody a little bit higher up. And this is where that program can kinda help out with that. Now, how many customers this year. This is a new new offering that we've made. How many cuss do you how many customers have participated in this? Do you think five hundred and forty seven is high or low? Cassie, do you wanna pick somebody for us? Let's see.

I'm gonna go back here with our k twelve. And maybe we can pick one or two and we'll see who we think if there's any differences. Hello. My name is Ashley May. I am with Spring Branch ISD, which is in Houston, Texas.

And I think that number is high. Think it's high. Alright. Any other guesses? We could take one more. Let's do you.

Richard Henderson from the Ohio State University. The Ohio State. There we go. Gotta get that in. I'm gonna say low.

I think it's since it's new. Okay. We got some got some contention. Let's see what it is. It is actually Wait.

I gotta read this right. It is high. There we go. No, it's not. It's low.

It's lower. It is lower. Right? We've had four hundred so we we've had five hundred and forty seven. I can read. Number at the bottoms where we're at.

We've had five hundred and forty seven individuals that have, sorry, four hundred and fifty seven. My I can read. Whoo. Whoo! When we switch the numbers around guys, this gets crazy, right? We've had four fifty seven individuals who have completed and gone through this program thus far. That being said, we have additional cohorts that are gonna be starting the end of summer and the beginning of fall.

So if this is something you're interested in, we highly recommend reach check with your CSM, they can get you set up and we get you ready to roll. Yeah. Is it cost tuition? Yes. Yes. There is a cost associated with it.

Twenty five hundred dollars. So get with your CSM. They can get you more. And but that is why the added benefit of direct to l two. Yeah.

That's the question. Hold on. One second. Cake. So the, CCTA, there's an annual yearly renewal requirement and a repurchase of that fee, even though there may or may not be any new training requirements.

So it's an annual fee. Correct? Go ahead. Correct. Yes. And the the annual aspect of it primarily goes to the additional l two direct to l two support aspect of it.

Right? So you wanna continue to have that that's where that kinda comes in. Yeah. Hold on one second. One second. We we got mics.

We wanna make sure everybody can hear. Sorry. I'm in core two right now, and we just purchased the the classes their self without having the extra support. Yep. So, we, I guess, we don't have to worry about renewing that part of Yes.

Correct. There is the option to not do it with the l two as well. Lots of lots of options there. So if you wanna just learn the ends and outs of being an admin, great option. If you want the ins and outs and that additional support aspect, that's an option as well.

Thanks, JT. Okay. The accuracy in which we forecast support traffic. Eighty five point nine percent, high or low. This one's my favorite quiz.

I want all the way in the back because he had his hand up earlier. And k. I'm coming. Sorry, Cassie. Make you run.

No. Please. Will you say where you're from? I'm James from Cornell University. Thanks, James. I think that number is high.

You think it's high? Nice. I regret to inform you it is low. I have to say we do have one of the best forecasters for our support department, and he kills it with his numbers. So So I put this on here intentionally to brag, but I also want to know why why do you think this is important? The forecasting of our traffic. Yeah.

SLAs. Customers. Yeah. That is. For busy times like back to school, when all the students are gonna be coming back, you wanna make sure that Canvas can handle all of that influx of users.

Yeah. Absolutely. Staffing, a support center, is extremely difficult. Because you have extreme peaks and extreme values, or values, valleys. So we have to actually staff at the median.

And then we adjust high for the peaks. We bring in some additional contractors. And then low, we do some ball carry time off, or that's when our agents get to take time off. So we adjust that way. We actually are industry leading with our workforce management team and the forecasting that they do.

And this is super important because we do want to make sure you have the smoothest back to school seasons that we can offer. And with fall start right around the corner, I think this should help you to feel a little bit more confident and comfortable that we've got people in place. We've got things that are gonna be there. There there will likely be some wait times on calls and things like that. Right? But knowing that there are people there and we're expecting there to be an influx in the next couple of weeks, that hopefully that puts your mind at ease.

Oh, one second. We got a question. Okay. How long have you been at ninety nine point nine seven percent? Because I definitely, a year and a half ago, maybe had a number of tickets that went more than a week without getting a response, which I reported and I will say things got better right after that. So if that ninety nine point seven is like in the last year, then more accurate.

I I will say, twenty twenty through everybody for a loop. Right? I will I will fully admit the pandemic sucked. I think for all of us. But that that is a more recent number. It's in the last year and a half to two years since we have begun really forecasting and being better at those types of things.

So and part of that was we weren't prepared for twenty twenty. And, you know, I don't think any of us really were. So Yeah. And even then the forecast was still darn close once because we forecast actually, daily and on the hour. So he I say he.

But the team is adjusting their forecasts so that they can adjust the staffing on the hour. And, yeah, the pandemic was a little bit rough. But we're still darn good. Okay. Next one, estimated number of times, and the key there is estimated that customers self serve via the community.

She's got someone here. There you go. My name is Drew Hopkins. I'm from University of Pennsylvania. I think that number is low.

I think you've had more than three million. Low? Okay. Alright. Any other takers? Let's do one more. Okay.

We have a low. Let's go ahead. I'm gonna I'm gonna grab you. Oh, thank you. Carol Hobson from Hartnell College in Salinas, California.

And because we're using cell serve, more, I think it's probably low. Okay? You're both right. Only by point one. Yeah. Did you have a question? How do you determine that number? I was just gonna tell you.

So there is actually no exact number. That's why I say estimate. We have one point eight million members in the community. We expect this peak season to actually hit the two million mark. We're planning a little celebration.

And so I wrote down my numbers, so I wouldn't forget here. But in twenty twenty two, we had fifty three point nine million page views. And there's actually an industry standard formula for community that you take the page views, and you multiply them by like a CSAT survey. Were you here looking for support did you find what you were looking for? And if you did not, would your next step have been to contact support? So you're taking that fifty three point nine million page views, and you're drilling it down by the percentages on that response. And that's how we come up with the three point one million potential deflections, really, on support, or people that are self serving.

Does that help answer your question? Awesome. Alright. We are gonna change the game on you. Alright. We played high and low.

Has anybody I mean, if you're like me and you were home sick from school, you probably hung out with Bob Barker a few times. Did anybody play Flip or flop before? K. So the question up here is the number of how to guides that exist in the community. And the correct answer is on the board. In some way, shape, or form.

Right? So we can either flip it, meaning that we drop the top number down or we flop it, meaning we take the top number and we move it over to the side. Nope. You take the second number down. So this is the flip. Right? We take it this way.

The flop is we switch the other two sides. Does that make sense? Alright. So we she's ready. She's ready to roll. Alright? Yes.

Let's get go. Melissa Vasile from Florida International versity. I'm gonna say flip. Flip. Yeah.

Okay. So you're saying we take the top number and drop it down and the top number is now our same. So you're saying four thousand one hundred and thirty eight is the right number. And is that correct? I I'm not I'm not trying to make you second. Guess yourself.

I just I wanna make sure that I get it right. No. That sounds. That's right? Right. Is that what you're thinking? No.

You are right. You are right. You get a prize. If you can't tell, we're pretty giving with these prizes, you don't have to be right or wrong. You just gotta, you gotta play with us.

That is correct. We've had we have four thousand one hundred and thirty eight guides in the community. So that deflection rate that we were talking about a little earlier kinda shows you how how much community and how much resources are available for your users and for yourselves to be able to self serve. And a lot of those come into play because of the fact that we, have how to videos that we have thirty million solution views that are existing in there. And these these four thousand plus community guides, they don't include our eighteen annual monthly release communications that go out that provide you insight into either, releases or deploys that are gonna be happening within your Canvas instance.

It doesn't include, all of the community engagements that you all have with one another, right, the solutions that you share Those types of things are phenomenal resources that are out there. And the one of the cool things that we've seen is specifically in that QA area or in the ability for us to ask questions is over the last three years, we've seen an eighty percent solution, rate for those. So over those questions that you're asking, your peers and those individuals on our community team are able to help get those things answered at a very high rate. So I would highly encourage is your work getting ready for false start, start thinking about how you can adopt and use some of those resources moving forward. Alright.

Were you ready for the last one? Last game? Oh, we got we get we're already ready to roll. Okay. So the next question, the next number, we'll we'll we'll go with you. You you're ready to roll. We're gonna flip or flop the total number of standard support customers.

Okay? You're gonna flop. So you're gonna take this seven. Hold on, JT. Got name and where they're from. Oh, yeah.

You gotta you gotta introduce yourself. Lucandra, I'm from Ontario Canada, Ontario, Ontario, Awesome. So you're saying we're gonna take the seventy and drop it. Right? K. Any other takers? We can do one more.

Oh, okay back there. I'm coming. Not that we haven't all walked a lot. Right? Hi, Maggie. I'm from University of Colorado Boulder.

So down the road. And I wanna flop it. You wanna flop it? Yes. Same. So you're saying the total number is six thousand three hundred and seven.

Is that right? Yeah. That is correct. Right? Congratulations. And you got the same one. Right? So We are winners all around.

We have, if you're not aware of this, there are three different types of support packages that are in structure offers The standard support package is available to everybody regardless of, your Canvas subscription. That comes with different SLAs, different, initial targeted response times, things along those lines. However, we have sixty three hundred individuals that participate and and get support through those items. Now we do have twenty seven, twenty four seven. We have twenty four seven tier one for faculty for our k twelve institutions.

And then we have our tier one support that a lot of you are subscribing to as well, where our support and our l one teams, Cassie's team in particular jump in to help and work with your customers. So lots, lots of things. Do we have a question? Hold on a sec. Sorry. What's the difference between the twenty four seven and the twenty four seven plus tier one? Yeah.

Great question. So twenty four seven is a support package that is available to administrators. So it it provides twenty four seven access to our support team for those individuals who are identified as. Field administrators. So our support admins, they get direct access to those twenty to those l ones on Cassie's team twenty four If you're a tier one customer, if you're purchasing that, not only can your admins contact Cassie's team whenever they want to.

But all of your students, all of your faculty have the ability to do so as well. Our k twelve, friends in the room, we know that there are some situations with with students and and and children and things like that. So that's why we have the K twelve for faculty offering. So that makes it so that only those faculty members and students can't call in. Another question? And does this include both the chat option and the phone option, or is there a differentiation between those options in these levels? Yeah.

Great question. So the main difference between those levels is gonna be the initial targeted response time. Right? For your twenty four seven, support package, your field administrators, those individuals who you've you've designated, they have the ability to, call, text, chat, all that other fun stuff through the field admin console. If you're a tier one institution, we put those links directly into your Canvas help menu. And make sure that anybody, your faculty, your students, your admins, they have that direct access, and it makes it much more visible.

Great questions. Any other questions on support packages? Alrighty. Okay. Thanks for playing along with us. We want to have a little bit of fun and kind of break the ice in the room, a tad.

Because we wanna talk about next what the future looks like. You know, we have some a really solid foundation that we're working from. And we talked a little bit about the additional offerings that we already have. They are, of course, a an additional paid service, but they are options that hopefully make your lives easier. But where are we going to evolve next? Go ahead.

So we're gonna have an open conversation. And I think that we can all agree when you have an open conversation need some ground rules, some rules of engagement. So can we agree that we all have the goal of shared success here? And that we're just gonna float ideas. Like, there's no dumb ideas in this room at this point. K? Be open, and that last one's important.

We're making no promises. Our our bosses aren't here. You know, work. That's alright. But So to help facilitate this, how many of you worked with in a padlet before? Cool.

Awesome. Love seeing some hands. So we've got a QR code up here on the screen. Please take out your phones and scan in. What we would like you to do is to take a few moments, and we'll we'll let you put on your thinking caps.

But we want to really hear your ideas on what you think the future of support with the instructor learning platform looks like. What do you and your constituents, your users, your students, your faculty? What do you need? What do you want? What do you wanna see? And how can we best support you moving forward? And so pull go ahead and pull that up. I'm gonna pull up the padlet link, hopefully. The cool thing about the padlet is also if you see somebody who has, posted something you like. We encourage you to like that, upvote that.

Don't downvote anybody's idea. Right? We're all trying to be nice to each other here, but that's an option there too. So feel free. Add any ideas that you have, and we're gonna give you a few minutes to do that, and then we're gonna we're gonna open the floor to talk about some of these together. I love seeing in padlet when you see this little top icon up here where everybody's typing and working on things.

It gets me excited. Yes. Yeah. Yeah. Sorry.

I good? We'll keep the QR code up and then we'll go back over there in a minute. How are we feeling on time? Ready you another minute or two? K. Give you a few minutes. We got a bunch of ideas. Rena and I are pointing out ones that we've talked about that are like, we're getting giddy.

So Now I'm wishing it had a sticky board element, I could like. Loving all the up voting. Alrighty. Everybody ready to talk a little bit about these some of these. So some of them are really really fun.

Some of them are really exciting. And some of my and I think all of them are definitely needed in one way, shape, or form. I think one of the cool ones that I'm seeing that is popping up, that has a lot of up votes, right, is this guy right here, the the help with third party integrations. Right? And that I'll be honest with you. That's a hard one for us to do because we don't own a lot of the stuff that could be those third party integrations.

Right? So I'll maybe Renee has something else she wants to add to that. But Yeah. I think I would love to hear specific third parties. Because I think I know what you might be talking about, but I wanna know. Hi.

My name's Robert. I'm from Florida Gulf Coast University, Dunk City, That would that I actually put down in there. Yeah, there's a lot of them, and you guys have been doing a lot better. As an admin, a field admin, I have to, like, take the faculty questions, kinda reword it, send it to you guys, and I see sometimes a disappointment in l one, and sometimes you guys are great. So I have both sides to that.

But with this, sometimes, like Kaltura or turn it in is a big one where it's not working, and I have to talk to their support, and I'm switching back and forth. And you guys, I know, have partners and that's really improving. Some of the, like, our one point three is a lot better. Like, one point one miss Haps were just, you're kinda on your own. Good luck finding those solutions.

So just moving forward with someone to partners and kinda having that support tied together. So maybe you guys could reach out as opposed to us reaching out to both supports and then tying you guys together for communication. Like that. Was there any other stunts? We have two that we have used. One is adjust all, and one is syllabus.

And the problem that we would have, is some of our adjunct professors do not. Our canvas is set on our time zone where the local school is. And if the adjunct professor is in a different time zone, then those LTIs are pulling from their system computer time, instead of what we have set in Canvas, and we call them, and they say it's Canvas' fault, and then they call, we call y'all, and y'all say it's their fault. So that was the problems that we were having. We do have the workaround.

You know, if they change their system clock to central time zone where we're at, then it works properly, but that doesn't always happen, and then it messes all up. Those are the two that we had. I just kinda wanted to echo what was said back here is I think it's when it you're calling and you have an issue, And they're like, well, can you get this information for us from them? And we're like, could we all either just get on a call, or could you talk to them? Cause I don't have access to that. And so that kind of back and forth piece, I think is where the most frustration comes in with the third party integrations. It's not usually like the initial integration or those pieces.

It's when you're trying to really troubleshoot and you're getting that kind of ping pong effect. Okay. Oh, this is great. And I'm this is why we wanna have the conversation because my assumption would have been different. So I love hearing your experiences because when I think of third party in the most pain, it's SIS.

So that's why you saw there were a couple preloaded. One thing we've been looking at is the designated point of contact. One second. We have one more question. Is that okay? Yeah.

Joseph. I'm from San Diego State University, and I'm student support. And so we get a lot of students that are having trouble with third party integrations, and they don't always get a lot of support. We're running around. We have to push them to the vendors.

Yeah. And they try the twenty four hour support, but it just depends. On, you know, who they get, whether or not they get any support. Yeah. No.

Thank you. But this is great feedback that now we can take back as we're brainstorming, you know, what our future looks like in support and the the adjustments that we need to make or or the new offerings that we need to have. It's very clear that there's a need for just better cohesion with our partners. Okay. Yeah.

Oh, hold on. I'm coming. I'm so sorry. Would you pass that down? Okay. So I just kinda want to follow-up from a k twelve perspective.

So a lot of the time, k twelve on the instruction side, like I work in EdTech. I don't do anything in tech services. So when I call about a third party integration, I am the field admin. I'm going straight to level one, you're asking me for information that I don't have access to because I'm on the the owner of certain products. Everything else is owned by all the fun people on the other side of the aisle.

And so that's part of the reason why we get caught in that loop as well. And then the second piece, we do pay for twenty four seven tier support for our faculty. But when they reach out, when they get that immediate response that says, oh, that's not our fault. You gotta contact Google. And then the email I get is how do we contact Google? And I'm like, that's a great question.

I don't have an answer for that either. So those are our biggest. Yeah. Thank you. So, maybe a year ish ago, you guys started working on a chat bot thing and you're you asked field admins to, you know, through and reconfigure, and if we had special tools to put stuff in, I loved the idea of that, and I know you guys are working on it because, you know, then AI came out and blew everybody's mind.

And I hope that that's one of the things of your future because I would love for some of the self-service through a chatbot and surface our technology to say, if you have questions about Zoom, go here, don't go to instructure. If you have questions about Calter echo here, not to instructure. And also we have some institutions specific documentation and in structure documentation doesn't work. And so for us to be able to swap that out. So I see lots of AI's stuff up here, and I hope that all of that pulls together.

Thank you. I did not plant you and I should have Okay. My my question is on the You've heard of that. The Canvas training, the the Canvas certified training, the we've got a large system, and some of our a couple of our admins have gone through that training, and it seems to be more of an onboarding. Are you looking at possibly cutting that into maybe three pieces so that those of us that have been supporting canvas since twenty eleven don't have to go through the onboarding levels of the training.

That's a that's a great question. And, to, to be honest, there is not plans right now to to break that out into a a separate offering, but that is great feedback that we'll work with Aaron Keith, who is the program manager over the CCTA program and and run that by her and make sure that that feedback is known. So thank you. Okay. I do wanna jump back to the AI.

How many of you went to the community booth and played with Pandabot? A few of you. Okay. If you haven't, please do that the next time the expo is open. It it says customer lounge on the top of the pillar, and there's plenty of red friendly t shirts there to help you. Yeah? Assistant? Is that what panda body is now or it's virtual assistant, another employee? Okay.

Great. I was gonna get there. So, yes, because she mentioned virtual assistant. You're talking about virtual assistant. Virtual assistant is what we were building and piloting already.

And as we're making progress on this and getting closer to launch, you all saw the chat GPT announcements come out, and we all sat back and went, well, we got a pivot. So we put that on hold, and we started looking at our AI resources. And that's where Pandobot has come from. Pandobot is the very first little pilot taste of what an AI bot could look like referencing only our official knowledge based guides right now. Now what we're looking at over the next year is what does that look like as an integrated support assistant.

And exactly why you got the swag, the piece of how do we take our knowledge base and also train it to look at the institution's knowledge base and give the students or the instructors the correct answer. So Perfect. We've got a question right here. So I, Ryan Subeck Yale University. We manage a pretty extensive set of like documentation for our community though it's open to anyone to look at.

And I find that we wind up having to do that just because of the community, like, actual guides that you have while extensive aren't always the most up to date. And I've noticed that, like, especially screen caps you guys, you know, put out biweekly updates that change interface components, and the images don't always match up. And so I don't always feel confident giving it to faculty or students to be able to, like, follow the instructions and then, like, have the interface that I say is going to be there or that they're going to actually encounter be replicated in those support documents. And so, like, I guess my request is better alignment of when a new feature rolls out having the support documents already be representative of that. And kind of on that same note.

I've noticed a lot of like, oh, just so you know, like, the way this is going to function is, like, I'm not saying hidden because it's not like you're hiding it, but it's nested within the, like, blue box at the top where you're kind of contextualizing things. The nuances of some tools are like right next to general information. And so like highlighting those through, like, a different color box that says, when you're using this, be aware, when you're importing from one course to another, this isn't going to work you have to, like, remake it or or do something like that. Like, calling out those little gotchas wind up being harder for me to find so I can better articulate it, but then it's like plenty of my users wind up falling into those traps because they didn't see it themselves. Yeah.

No great feedback. I do wanna talk about the timeliness. If you're using our support guides, knowledge base, those are up to date the day of the release. So those you can use and link to with utmost confidence. Screen casts are like the release videos.

Those are meant to just be just in time with this release, this is what's happening, things are gonna change. Those aren't updated. Our videos we are working on getting those easier to update. So, yeah. What is what else do you see happening? Let's see what else we've got on here.

We've got One of the things that kind of pops up here, so we've already talked a little bit about the AI in the community, talked a little bit about the chatbot. One of the other ones that we're seeing a lot is a technical account manager dedicated support point of contact. That's got thirty votes. A lot a lot are feeling pretty good about that one here at the bottom. Does anybody have some insight or some thoughts they'd like to share on that? In the back? I'm I'm coming to you.

It wasn't really it wasn't my idea that I put up there, but one of the points of contention that we've had with L1 support is we are the field tech, so we do a lot of the typical L1 support for Did you check your browser? What version are you on? Are you running the app? What are your user access, dates, the whole vineyards. And when we submit the ticket, l one takes over and they send us to the guides. Sorry already been there. It takes four days to get escalated to l two. And then l two is like, oh, well, we're not sure, and then it ends up in engineering, but it takes three or four weeks to resolve an issue that is kind of where, my thoughts went on there with support is we've already done all the basics for you.

Yeah. So so sounds from from your perspective just to make sure that I'm I'm at you thinking this right. It's it's more of not even just like the direct to the l two, but more of like the we needs we need direct to engineering, potentially. We've done the work. We wanna make sure that things are getting escalated.

Right? So So, Got it. So so more of a timeline type of situation for some of those more advanced things. That when it goes down to, it gets lots of relief. Awesome. Thanks, Judith.

We have one more comment before you wrap up. Yep. I'll just add on to what she was saying. For me, it's hard to sometimes get them to understand that I've done the basics. I've pulled up the API.

I I'm trying to find something that's way more technical like, in the last week, I've had two calls where I'm like, is this possible to find this information and where to find this information? And then they the l one on the call will say, well, have you checked the API? Yes, I check the API. Oh, maybe it's your SIS. No, it has nothing to do with SIS. And for them to understand that I, I know that basic level. I'm already doing before I call, and I'm just trying to find if the data is available without a splunk and, like, all of that stuff.

I'm not coming in totally green. Got it. Got it. Appreciate that. Alright.

We really do appreciate everybody's thoughts and feedback. And we've collected all of your your insights in the padlet. Know that, you know, like we said, like, our disclaimer, like, Renee, Cassie and I are not committing to any of these things. We can't make, you know, everything happen. But as a support organization, as a customer experience organization, these things are going to be all reviewed.

The feedback that you have shared is vital to us in making sure that we evolve as a company and become the greatest customer experience that you have all had. So thank you all for that. And one sec, that padlet will stay up. So You have a midnight thought tonight after Casey and the Sunshine man. Drop it in there.

We're happy to hear it. Thank you all for your feedback. And in appreciate it. And in honor of Bob Barker, please remember to spay a new to your pets. Have a great day, everybody.