The Riva On-Premise Knowledge Base gets a facelift!

Knowledge BaseThose of a certain age can appreciate the idea of a good facelift. Nothing too drastic, just a little nip and tuck here and there to freshen things up! Riva customers, partners, and staff have made some great suggestions to freshen up the Riva On-Premise Knowledge Base.

As one of the Knowledge Base authors, I really appreciate the feedback we’ve received, allowing us to improve the Knowledge Base experience for all. Thank you for your input – we hope you’re pleased with the changes!

Goals of the Knowledge Base re-design:

  • Enhance navigation to make it easier for visitors to locate information faster.
  • Provide more training- and tutorial-type articles that incorporate Riva YouTube videos.
  • Simplify the Riva server deployment procedures.

Knowledge Base improvements:

  • A streamlined number of articles now appear at the top level of the Knowledge Base – resulting in a cleaner interface so visitors can quickly find what they’re looking for.
  • Navigation has been improved to make it easier to follow.
  • Folders have been renamed to better match our readers expectations.
  • Admin guides and deployment checklists identification has been enhanced.
  • Screenshots have been updated to reflect the latest Riva releases.

I hope we’ve accomplished the goals we set out with on this re-design and that it makes your visits to the Knowledge Base easier and more efficient. I encourage you to visit the Knowledge Base, click around, and judge for yourself if these changes have improved your experience. If you have further suggestions, we’d love to hear them!

Overview of improvements

Intuitive folder structure

The first thing you’ll notice is our new folder structure – renamed with your suggestions – for a more intuitive navigation experience.

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Improved support for end-users and Riva administrators

Next you’ll notice that we’ve added a new folder called, How Riva Syncs My Data (User Guides). The articles in this folder are intended to help Riva end-users understand how Riva syncs their data using the new User Guide articles and Riva YouTube videos to explain.

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You will also notice that the third navigation folder is now titled Manage Riva On-Premise (Admin Guides). Riva administrator teams will find this section very useful.

Here you will find the How to Manage Riva On-Premise and Latest Release Notice articles at the top level. The next level of navigation folders guides readers to topics that are related to specific functions or systems that Riva syncs. Riva administrators can now access an organized structure of Troubleshooting articles in just a few clicks.

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New training and tutorial resources

Inside the new How Riva Syncs My Data (User Guides) folder, readers can find a set of articles that focus on understanding how Riva syncs CRM and email data.

Several articles focus on the major email platforms supported by Riva (Office 365/Exchange, IBM Notes, Google Apps/Gmail, and GroupWise) with detailed explanations of how Riva syncs each of the modules. Readers can educated themselves through a variety of videos, screenshots, and text explanations available on this topic.

Additional articles in this section focus on how Riva interacts with common mobile devices like iPads, iPhones, and Android phones, and tablets.

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Email platform-focused articles aimed at Riva administrators can be found here as well. These articles contain additional screen shots of the sync policy pages and questions that administrators will want to consider. This set of articles is equally valuable to an organizations team members who may be evaluating Riva.

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Simplified deployment procedures

In order to meet this objective, we developed a Riva Deployment Model that works for all the email platforms and CRM systems that Riva supports. We then added a Step 5 – Evaluate section that includes post-installation evaluation activities of the newly installed Riva On-Premise server.

Next, we reduced the number of deployment checklists by creating three checklists based on the different email platforms that Riva supports. We approached it by email platform since each one has a slightly different set of preparation and connection steps and the sync policies work slightly different. By doing so, we were able to retire over 25 preparation checklist articles as well as 25 deployment checklist articles.

We then added articles to assist with:

  • Preparing target email mailbox users and CRM user accounts for the initial Riva sync tests.
  • Preparing a test plan so you can successfully complete a set of accurate and valid sync tests.
  • Resolving the most common data sync issues.

Finally, we updated the preparation and the create and test connection articles with current screen shots and organized a simple folder navigation structure that corresponds to the Riva Deployment Model.

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The topmost article in the navigation structure is a revised Overview of a Riva Server Deployment article to show the new Riva deployment model.

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This article directs readers to a new How to Get Started with Riva On-Premise article that provides links to the Riva administrator tutorials, explains the two options to deploy Riva On-Premise, and provides links to the new Deployment Checklists.

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Our new Deployment Checklists include:

  • Blue navigation buttons that link to five major topic sections that reflect the five major steps of the Riva Deployment Model, and
  • Green drop-down buttons that streamline the checklists by hiding the large number of links to preparation and installation articles.

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Did we hit the mark?

Since these changes were inspired by our customers, partners, and employees, please let us know if we’ve succeeded! I’d love to know if you feel we have delivered a better Knowledge Base. Is it more efficient to navigate? Is it easier to access the information you are looking for? What suggestions do you have for future improvements?

I invite you to provide us your feedback here.