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Support:Overview: Difference between revisions
→'''Firefox Support Overview'''
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''' How we think should address this:''' | ''' How we think should address this:''' | ||
-Develop an integrated community based support platform on mozilla.com (that includes “Firefox Help”) | -Develop an integrated community based support platform on mozilla.com (that includes “Firefox Help”) [[Firefox_Support_Work_Flow.png]] | ||
Knowledge base and good search tools are the backbone of system | Knowledge base and good search tools are the backbone of system | ||
- KB content is main hub of “how to” and “troubleshooting” content and is first point of reference for users seeking help | - KB content is main hub of “how to” and “troubleshooting” content and is first point of reference for users seeking help | ||
Support forums and live chat are communications channels for more complex questions not answered in knowledge base. | Support forums and live chat are communications channels for more complex questions not answered in knowledge base. | ||
International: Short term provide "directory" of community generated support sites | International: Short term provide "directory" of community generated support sites | ||
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'''Other Documents''' | '''Other Documents''' | ||
[[Support:PRD]]Product Requirements Doc (Draft) | [[Support:PRD]] Product Requirements Doc (Draft) | ||
[ | [[Firefox_Support_Work_Flow.png]] | ||
[http://wiki.mozilla.org/images/9/98/Firefox-Support-Mock-Homepa.png Firefox Support Home Page Mock-up (Draft)] | [http://wiki.mozilla.org/images/9/98/Firefox-Support-Mock-Homepa.png Firefox Support Home Page Mock-up (Draft)] | ||