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SupportPoint Viewer The SupportPoint Viewer provides agents, associates and staff with an intuitive interface for retrieving role-specific "when, what, and how" support information. SupportPoint meets the demands of employees who perform complex, structured tasks or must convey accurate information to customers fast. It's simple to use: most people can master the application in less than 15 minutes.
Employees come to rely on SupportPoint for guidance about how to do their jobs correctly. That means fewer errors, greater consistency, and superior adoption rates for new business systems.
SupportPoint Viewer is a lightweight content browser for end users. This client comprises a single executable of approximately 1 MB and is optimized for minimal impact on user PCs. A web version of the SupportPoint Viewer is also available to use with any standard Internet browser.
Features
Optimized for Finding the Right Information Fast SupportPoint includes powerful search functionality to help end users find information quickly. End users can also find the information they are looking for by drilling down through nested folder tables, reviewing linked process maps, and visiting personal bookmarks.
Context Sensitive SupportPoint also boasts proprietary context-sensitive search capabilities. Using context-identification techniques that sense and respond to applications currently on screen, SupportPoint delivers the most relevant support documents based on the user's profile and current activity.
SupportPoint is context-sensitive with most applications, including most ERP, CRM, SCM, web applications, legacy applications and office applications. This means that in most cases end users don't need to conduct a search or drill down through lists of documents to find the information they need. And because most context sensitivity can be set up without programming, linkages can be maintained by the document owner / subject matter expert.
High Performance Information retrieval has been optimized through a lightweight client, content-compression, and consistent information presentation. Search requests normally take less than one second, allowing front-line sales, service and support staff to serve customers without interruption. Rapid delivery of easy-to-understand information "nuggets" lets these workers perform their jobs with less searching, waiting, sifting, and reading. From the customer's point of view, they look like product experts.
Consistent Presentation SupportPoint standardizes the presentation of content based on best practices gleaned from Panviva's years of experience in online documentation. Content layering features ensure that users only get as much information as they need. Elaborations are included using tables, hyperlinks, and pop-ups. SupportPoint also offers context-specific screen sizing, tabbed pages, and flowcharts with embedded links that provide additional flexibility in structuring and presenting information. And all this information can be presented in a single window, making it easier for the end user to keep track of where they are compared with other systems that open multiple windows to present additional layers of information.
Learn about content creation for SupportPoint with SupportPoint Author.
Complete and Current Because SupportPoint makes it so easy to create and update content, management and staff can be confident that online information is always up to date. As a result, employees rely on SupportPoint to obtain all the information they need to do their jobs correctly. Using SupportPoint's notification feature allows authors to notify users of changes to specific documents, ensuring that employees keep on top of change.
E-Learning Although learning is a natural consequence of moment of need job support, SupportPoint's online-learning function reinforces and measures specific learning objectives. Computer-based training content, such as simulations and courseware, can be integrated into SupportPoint documents to provide employees with on-demand training that's relevant to the task at hand.
Offline Option For users who work remotely or without easy access to your organization's network, SupportPoint offers an Offline Viewer. The Offline Viewer allows selected portions or all SupportPoint content to be stored on a laptop or other disconnected machine. When users reconnect to the network, the content can be synchronized with the central database.
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