Localizing the Support Funnel
In previous months, David has blogged about the Support Funnel. In short, users are directed to the Knowledge Base to get answers to their questions, and if their questions are … Read more
Chris Ilias
Localizing the Options window article
As we fully embrace the concept of an entire knowledge base acting as the Firefox manual when you click on Firefox Help, there are some structural changes to the help … Read more
SUMO 0.8
A couple of weeks ago, the bug fixes for SUMO 0.8 were pushed to support.mozilla.com. This update has quite a few goodies! New search engine Over the summer, student Alexandre … Read more
You can now update the Knowledge Base for Firefox 3.1
In the Firefox Support Knowledge Base, we use a great feature called “SHOWFOR” that allows articles to display different content, depending on the users’ operating system and version of Firefox. … Read more
SUMO 0.7.3
On Tuesday December 2nd, the bug fixes for SUMO 0.7.3 were applied to the Firefox Support web site. One new feature that should help us get a better handle on … Read more
SUMO is getting better and better — SUMO 0.7.2
A couple of weeks ago, the Firefox Support web site was updated to SUMO 0.7.2, which includes a number of bug fixes and a couple of new features. You may … Read more
Minutes of SUMO meeting 2008-11-10
Attendees: cilias, zzxc, cww, nkoth Sumo David is in MV for a Marketing Work Week Weekly metrics Last week’s weekly support issues Bookmarks issue (places.sqlite) is way up. Still investigating … Read more
Article Editor Mockups
Over the past two months we have been gathering feedback and ideas on how to improve the article editing experience in the Support Knowledge Base, to make Knowledge Base features … Read more
Top 15 articles are now available in Japanese
On October 1st, I announced the top 15 Knowledge Base articles for localizers to translate. One week later, all 15 articles were translated into Japanese! Big thanks to Masahiko Imanaka … Read more