elw_symantec_emm symhelp_kavitha_edited

SymHelp Demo

07/25/2011

Elizabeth_Wilcox

Use the same capitalization everywhere (SymHelp). One less thing for people to wonder about. ;)See slide 2 - not the same as this first slide.

What is Symhelp?

• Symhelp is Symantec’s next-generation help system.

– Users have less confidence in application help. They often bypass application help and go directly to Google to ask a question.

– Symhelp addresses this by:• Acting more like a search-engine into Symantec content than a traditional

help system.

• Implementing many Web 2.0 features that users expect when retrieving information from the web; for example, autosuggest and filtering.

• Deploying customized search logic designed to help our customers get more relevant answers to their questions.

Elizabeth_Wilcox

I'd also answer the literal question: What is it?It's a help engine. (Is this accurate? Is it like anything we can already relate to? If so, please include that.)It resides where? (Some server in Culver City? Or is it partly a tool and partly a package that gets installed with the product in some way?)It pulls content from where? (Doc pack and SymWISE knowledge base)

Elizabeth_Wilcox

No hyphen here. "search engine" is just a noun phrase here (if you were using it as a modifier, as in a "search-engine repository," you'd hyphenate it.

Elizabeth_Wilcox

Meaning the context-sensitive help that we include in our doc? Do we know or care why they have less confidence? (Maybe because they see it as static and Google as more dynamic.)

SymHelp features• XML based content, rendered to HTML on demand

– XML topics are shipped to the customer with the SymHelp engine. SymHelp transforms the topics to HTML on demand and displays them in the SymHelp window.

– XML is fully topic-based, no reliance on ‘before’ or ‘after’ topics

• Meta-data based search and filtering

– ‘Shopping for content’

• Designed for consoles/suites – support multiple dynamic products

– One location to search for your answer

• InQuira integration

– With InQuira, most recently updated version of topics, and new topics, can be pushed to help when connected

• Goal of SymHelp is to provide a single source that users can access to get their questions answered.

• In SymHelp, a topic is viewed in isolation from other topics

– Topics are not presented in a nested, hierarchical structure.

– You cannot view a topic in a table of contents, in context with other related topics.

– A topic does not have a previous topic or next topic, and it is not grouped with other topics in a linear structure.

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Elizabeth_Wilcox

Hyphenate XML-based

Elizabeth_Wilcox

supports

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SymHelp

Elizabeth_Wilcox

when the user is connected to the InternetIs it automatic, or do they get notified that an update of SymHelp is available?Do we have to do anything special in InQuira when we update topics, or as soon as we approve and publish they get "flagged" somehow as updated in SymHelp (and then "pushed")?

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Elizabeth_Wilcox

Meta-data or metadata? I see it both ways in the PPT, but you can omit the hyphen.

Creating SymHelp deliverable• Before you create a SymHelp deliverable

– Verify that your product version ID is available• Rosetta Online Viewer - http://verisearch.ges.symantec.com/searchserver/rosetta_view/viewer.asp?service=EOS

• Creating a SymHelp deliverable

– Clone the SymHelp template to the Deliverables collection• From the _Templates collection, copy the following book to the Enterprise Deliverables collection:

– [PRODUCT_NAME_or_ACRONYM]: [Book_name] – SymHelp

– Replace [PRODUCT_NAME_or_ACRONYM] and [Book_name] as appropriate• Use “ITMS_SymHelp” for product name

– Create book editions that correspond to the product version for which you are creating SymHelp.

– Set up the book.ent element

– Set up profile entity declarations• If you have profiled content and use entity declarations, you must copy them from one of your existing deliverable into your SymHelp

deliverable. You need one profile entity declaration for each book edition.

– Add metadata • Product short name - SymHelp uses a short product identifier as a filter when more than one product is included in the same SymHelp

system.

– This is the same prodId used in the Config files• Product version ID/Rosetta ID - SymHelp uses the product version ID to provide a list of SymWISE topics that are related to the search.

If you are not publishing topics to SymWISE, you do not need the product version ID.

• Link the profile to the keyword set

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http://verisearch.ges.symantec.com/searchserver/rosetta_view/viewer.asp?service=EOS

Elizabeth_Wilcox

Do you have details about this or a topic heading in the SymTOP User Guide that has the details? Would be ideal if the PPT could become our reference.

Elizabeth_Wilcox

Same thing here; SUG heading.

Elizabeth_Wilcox

deliverables

Elizabeth_Wilcox

period

Elizabeth_Wilcox

This doesn't sound familiar. Do you have an example?

Creating SymHelp deliverable cont…– Create sectionrefs to every source section that you want to include in the deliverable, organizing the

sectionrefs by chapter (subject categories)• You can create the deliverable with nested sections but the transform flattens the deliverable into same-level topics.

• Recommend using a flat structure. It is easier to see if topics are in the correct chapters.

• You should consider using cross-references to create a relationship between sections.

– Delete the chapters (subject categories) that you do not want. • This step is not optional. You can use the Vasont Details Pane to delete multiple elements.

– Customize the deliverable book client key• symTOP team has developed a naming convention that you can use

• See “About customizing a deliverable book client key”

• Example: EMM7_1_Help_v61735431, BEWS_User_v1234567, ABU_RelN_v3456789, CCS10-5_WebP_v4567890

– Chapters or Appendices that contain a large number of topics can be unwieldy to navigate • You can create multiple Chapters or Appendices to distribute topics. You may want to keep the number of sections within a

container to less than150?

– Dedicated Context-Sensitive chapter• If your Help deliverables have dedicated chapters for CS topics, copy the chapter to the SymHelp deliverable.

• Add role=symhelp to the Chapter

• These topics will not displayed in the search results.

– Extract the SymHelp system • Help-symHelp->symHelp3.3->.NET.zip-><select profile name>.

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Elizabeth_Wilcox

sections,

Elizabeth_Wilcox

So we know where chapters begin and end just by the title "chapter"; other than those entries, a SymHelp deliverable should be "flat" like source. Okay.

Elizabeth_Wilcox

SymTOP

Elizabeth_Wilcox

Did you need to check with someone to make sure?What do you mean by "container"---a chapter or a book?

Elizabeth_Wilcox

Spell out. (We'll be using this w/new writers too.)

Elizabeth_Wilcox

chapter

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not be displayed

Elizabeth_Wilcox

What do you mean by "system"---is this another way of saying "Extract the SymHelp deliverable"?Or, do you mean extract the deliverable from (or within?) the SymHelp system?

Elizabeth_Wilcox

Where do you do this task---Extract Chooser? That's what I would assume, but best to be explicit since this will be a new process to most everyone.

Tips

• Review topic titles

– Ensure that the title contains the keyword

• Review the first paragraph of all topics

– Ensure that the keyword is used

• Include cross-references in all relevant topics

– Ensures that users can easily access related concept, task, or reference topics in SymHelp,

• Run Acceptance reports

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Elizabeth_Wilcox

Use end punctuation on all the subbulleted items on this page as you did in most of the other slides.

Elizabeth_Wilcox

period

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Using the same deliverable- SymHelp/SymWise

• You can use the same deliverable to publish to multiple outputs, for example, SymHelp and SymWISE

– use profiling to control what content is included in the output

– profile name should correspond to the product version

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Elizabeth_Wilcox

semi-colon goes here

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U

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P

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Elizabeth_Wilcox

I'd insert a slide with "Questions?" People might need a few minutes to absorb the new info and think about what they want to ask. You might give people a full minute or two before ending.

Thank You!

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