What are the most frequently asked questions?
The primary method of navigating the Firefox Support website is through search. For all the documentation we have on the website, it isn’t worth much if users cannot find what … Read more
Minutes of SUMO meeting 2009-09-14
Sumo Weekly metrics Massive increase in number of new SUMO accounts. Don’t know why yet. Let’s see if it’s the same next week. Two new graphs: en-US KB CSAT and … Read more
SUMO 1.3 – Productization and more
Last Thursday, the bug fixes for SUMO 1.3 were pushed to support.mozilla.com. The big focus was on productization, and we also managed to add some other great changes. So what … Read more
Knowledge base sprint followup
This past Thursday, we had a knowledge base sprint to write articles for the top Firefox crashes. It was a resounding success with 20 articles written on the day, covering … Read more
Minutes of SUMO meeting 2009-08-31
Sumo Weekly metrics Lots of activity in the German locale High traffic in the forum due to the major update We should look at search stats for crash signatures. Crash … Read more
One-day sprint to write crash articles for the knowledge base
One of the most frustrating thing for users is to have Firefox crash on them. As we’ve discussed before, we’ve been writing a series of articles to document the top … Read more
Minutes of SUMO meeting 2009-08-24
Sumo Weekly metrics “cookies” is the most popular search term http://support.mozilla.com/kb/Websites+say+cookies+are+blocked On that article, for the question “Did this article solve a problem you had with Firefox?”, 111 people votes … Read more
Minutes of SUMO meeting 2009-08-17
Sumo Weekly metrics CSAT increase is due to Private Browsing article which is very popular and consistently gets a >90% satisfaction score Has the CSAT increased overall if Private Browsing … Read more
Helping users with the top crashes
Helping users troubleshoot crashes has always been a hard thing to document in the knowledge base. We try to help the user better define the circumstances of their crash, then … Read more