A New Dimension to Knowledge Articles: Start of an Interactive Experience
A valuable feature of many successful websites is the ability to serve up some "other stuff" associated to the product / service / literature you're interested in.
For commercial sites, the motivation is clear: "Other customers also bought.." draws attention at the right moment (when interest is high), reduces search effort and leads to further (hopefully mutually beneficial) transactions.
When it comes to our articles, the currency is different (Knowledge), but the circumstances and outcomes are similar. If we expose related content at the right time, we can reduce your search effort, and guide you to other sources of knowledge to improve your experience with PTC's products.
So what's new and how do I use it ?
The changes use our existing Search functionality to detect relevant content such as product documentation, help center topics, community threads, videos, and other articles.
When this happens, a box like this will appear below the article Resolution field, with familiar icons and links. You can load more content if there are more than 10 items, and the links always open up in a new tab, preserving the original article you were viewing:
What's next ?
We'll monitor how related content is used over the coming months, and stay alert to the feedback on you leave us on articles, and the comments on this blog.
Based on what you tells us, we'll continue to evolve the "Related" functionality.
Ultimately we're aiming to predict your next need based on the patterns we regularly see in Support, then expose the right content to take you through the next steps in your journey with our products.
Just another box ?
We'd like you to tell us. Please share your feedback with us, and others below. We look forward to hearing from you.