I was just thinking - it used to be that the Knowledge Garden was modified around the Microsoft Knowledgebase. With that, it was easy to find articles, easy to find information pertaining to products AND easy to search.
Then they somehow set it up so it was more "protected" - although from who I haven't a clue - isn't the sharing of information going to help promote the product ?
Now it seems they have almost completely eradicated all the articles. When I speak with JDE on-call support people - it seems they're in just as bad a position - I can just imagine snippets of the old knowledge garden secretly being passed between response line people - guarding secrets of Oneworld in case a customer might ask them ....
The Microsoft Knowledgebase is still one of the best software search tools that has ever been created. Its free, its open to anyone - and your question is usually answered in the first 4-5 hits.
Executives, Managers, Marketeers and Salespeople don't use these resources - so why are they the ones that are making the decisions about how they should be used ?
Heres the main point. All of us are paying for this as part of our maintenance. We've already all come to the approach that the phone service is crud, but if the online support services go the same way - what, exactly, are we paying for ?
I'd hope that Peoplesofts approach to support and maintenance is addressed immediately at Connect. If Peoplesoft aren't going to listen to their user group - where is the message coming from ?
