So it’s December, and 2008 is waiting to jump us right around the corner. It looks to be a big year for SOE and I am pretty excited to see how everything plays out. Along with the New Year comes new goals and benchmarks. One of these goals is to step up our customer’s ability to help them, help themselves (enter scene: Knowledge Base). So this is where I come in. My name is Chris, I work with the Knowledge Base.
The Knowledge Base or KB as I like to call it, has been around for quite a while. It’s gone through some changes and updates and additions through the years but it’s like one of those busted up old 50’s vintage cars. You know it could be something great but it needs a lot of work and effort into fixing it up. So this year, we’re gonna Pimp My KB. Basically, our iniative in this is threefold.
1) Remove outdated information, and update it with current stuff.
2) Add in new features (images/screenshots, quest info, class guides, etc)
3) Get the word out to all our players and make it something they actually use.
Sounds pretty straight forward, but the amount of effort involved is monumental. The KB has thousands of articles, and going through them to make sure information is updated correctly will be a Herculean task in and of itself. In addition, we’ll be adding images to most of the articles sort of like this. On top of all this, we’ll be generating new articles, not only for new products, but also for any existing game updates, expansions, and what not. We’ll also be tweaking the look and feel of the articles as well as the KB and support pages to try and make it easier for our players to use.
The task here is huge, but ultimately we’re committed to doing it because we understand what it’s like to be a game player and needing some crucial bit of information that might save hours of frustration and venting. We have a team of people (our Subject Matter Experts) that will be sacrificing many cans of Monster and Redbull to the caffeine gods in order to meet this goal. So if you haven’t check out the KB yet, maybe cruise through and take a look. Definitely check it out in the following months to see what’s going on and the efforts being made. If there is something you want to see, let us know, we do check the feedback even if we don’t respond to it.
Happy holidays to everyone, and see you next year.
Chris “Arandall” Cabral
Knowledge Base Administrator
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