How's our new Recommendations Engine working for you?
Over the last few months we've been utilizing a new recommendations engine in the Customer Portal to help you find answers you're looking for. You can see this working in real time on the Create Case page, and also as the "More like this" block on many of our Knowledgebase pages.
This recommendations engine incorporates intelligent algorithms to match your input with our Knowledgebase content, and displays those results for you. It's still in beta, but we'd like your feedback as we continue to improve upon it.
Please share your ideas and experiences with us!
Responses
some blurbs are way too long. see case 01132173.
Help links are not correct. see case 01132162.
Thank you for your feedback!
The length of the blurbs was a bug; it has been brought to our attention and we are now correctly shortening them. The fix should be out in production within a couple of weeks.
The help link seems to be fixed now.
Guru
6863 points
I have found the suggested "More Like This" links to be helpful and pertinent in most of the cases I have submitted. I am a bit more diligent now when I provide the initial Subject and information in hopes that I will get some recommendations to review.
EDIT: I can agree with others about some of the suggested reading consuming a significant amount of the page? Perhaps the visible portion can be limited to a finite amount of lines that are visible?
Red Hat
Guru
7257 points
Coming at this from the other direction, there can be many ways to describe symptoms of a given problem.
We do make an effort to put the Issue section of knowledgebase articles in the words which those problems are described to us, but these could always be improved.
If you ever see a knowledgebase solution and think "well, that's my problem, but I wouldn't describe it quite like that" then we'd love to get a comment on the solution with an additional description.
We can then integrate that description into the Issue field to enable better matching in future.
Guru
1450 points
In some of our cases, the hints occupy way too much space of the web page.
In an open case, looking at the hint of the beta service:
...
If you have any feedback about this beta release, please let us know what you think!
Click https://access.redhat.com/announcement/try-our-new-recommendations-engine-public-beta results in: page not found
Guru
6827 points
My feedback on this mirrors what James said earlier. I agree that there's numerous ways to describe any given issue such as what Jamie mentioned as well.
I have opened a case on this, but since you are asking for feedback I will give it here. As a paying support customer I do not want to beta test your new features. "POWERED BY ANDREAS" is clearly labeled as BETA and clearly (from my perspective) has a fundamental impact to the negative on the support portal. I sometimes have to scroll past 10 pages of small-column text to get to the comments of the case.
I suggest you have meta data management issues, as what I presume is supposed to be a summary is sometimes returning many pages of text. Further, the way you are displaying that data does not account for or correct this. The suggested solutions are also generally not accurate or helpful (I get RHEL results for an EAP case for instance). In my opinion the team managing this solution needs to discuss this difficult problem with someone that understands enterprise-level knowledge management and stop sullying the good name of "ANDREAS".
But again, it is not my job to debug your support portal. I need to use the support portal to support our production environment. Please do your beta testing properly. Your paying support customers are not beta testers. Please disable this feature for production users until you get it working right.
Regards,
Scott
i really hate the recommendation engine. it is horribly inconvenient.
users should be able to set preferences to turn it off or at least have
it closed by default.
in my support case window, i am interested in what my case consultant has to say and having the ability to comment and upload the necessary attachments.
i feel like i am having to continually scroll down through 2 pages of irrelevant ads (yes i know they aren't ads) which are inconveniently placed between where I upload attachments and comment. i hope you aren't paying too much for this thing.
These recommendations are becoming more of a nuisance. Like others before, I have to scroll deep down to get to the actual ticket updates. Not sure why nothing is being done about this.
Guru
6222 points
Henry,
They are misused by Support too, have you tried this and did you do that.
Also our discussions are getting abused by support now a days.
All the hints of the dear forum members are sometimes used by Support.
I see this for I have a commercial and non-commercial account.
The non-commercial account I use on the forum and the commercial for support cases.
So questions I drop here and the support case get mixed.
So what started as a great feature is now becoming a little annoying.
Like Itindia Unixsupport states The Recommendations are filling up a complete screen, so updates from support are less easy to find.
Kind regards,
Jan Gerrit Kootstra
Recommendations on open case page are way to long.
I've to scroll two to two and a half page down to read actual comments.
Help links are now correct but the blurbs are still not fixed.
Apparently there is a bugzilla on this.
Log a case in support calls so the urgency can be increased.
I'm one of the folks who opened a support case on the layout on the initial creation page and in the body of existing cases. Too much room for recommendations not enough room for typing in the text box. And there's no pagination on the case screens. Good idea, bad execution.
Can you please add a widget control to:
1) allow collapsing the recommendations
2) toggle off recommendations for a given case
Once a support case gets "deep" with back/forth between an L2 or 3 (appropriate RedHat term???) support person, I don't bother reviewing "recommendations".
When I want to see comments with data above the recommendations, I end up paging through recommendation groupings (without reading) to find the "minimum space grab" - very User Unfriendly / frustrating.
I followed Matthew Micene's lead - opened a support case. It's been 24 hours, haven't heard anything yet.
Expert
823 points
I use Chrome on a Mac for most of my RH Portal access (esp. creating & updating support cases), and the "recommendation Engine" content constantly refreshing & redrawing as I type in a support case is really annoying and visually distracting (almost as bad as animated advertising).
How do we get rid of them? I have yet to find one that is relevant to the topic at hand -- all they do is provide extra scrolling.
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