Redesigning the support forum
With the rewrite of the SUMO platform underway, this is a great time to rethink how we want to handle our support forum. While the existing forum format is good … Read more
Articles in “Contributor News”
Firefox 3.6 releases Thursday 21 Jan 2010
Firefox 3.6 is coming out tomorrow, which means it is going to be a very busy time for support. As with every major launch, we see a spike in support … Read more
Forum survey results
A month ago, we asked you to fill out a survey regarding the improvements to the SUMO forums that we made in the 1.4 – 1.4.2 releases. Overall, the features … Read more
VLC has made it easier to create open video screencasts
As many of you probably already know, SUMO provides the ability to add screencasts to knowledge base articles. As part of Mozilla’s mission for an open web, we support screencasts … Read more
Tikiwiki syntax
As most of you know, the knowledge base on SUMO is a wiki. Those of you who are familiar with wikis are probably most familiar with mediawiki syntax, which is … Read more
Help the Firefox team
There are a few bugs that the Firefox team is asking for help with. If you’re experiencing any of these bugs or are helping users with these bugs on SUMO, … Read more
Updating the knowledge base for Firefox 3.6 – The Plan
Over the past month, the SUMO community has gathered a list of changes in Firefox 3.6 and determined which knowledge base articles need to be updated. We have been in … Read more
Forum improvements
Over the past couple months, we’ve made a number of improvements to the Firefox support forums. Here’s a quick overview of the many changes we’ve made. We’d like you to … Read more
How we improved customer satisfaction by splitting up articles
One of our goals over the past few months was to get the knowledge base average CSAT score up to 85%. CSAT is short for Customer Satisfaction, and the way … Read more