Key Happenings at support.sas.com - Sharing Updates and advances in SAS Online Support

Sunday, October 14. 2007

Site Navigation -- The big four

We've been really busy dotting all of the i's and crossing the t's for the big site launch on October 19th. I've been a little negligent in getting information out to you, so, I enlisted some of my friends. Did you see Shelley's post about the new Community section for support.sas.com? That's just the beginning. Let me give you the big picture.

Every page on support.sas.com will have a common banner that includes the four major sections of the site: KNOWLEDGE BASE, SUPPORT, LEARNING CENTER, COMMUNITY, plus a support.sas.com link that will always return you to Customer Support Center Home. We think that this architecture makes the site much easier to use and enables you to locate information faster when necessary and research ideas more effectively.

While each section was created with a special purpose in mind, I recommend that you visit all areas of the site. That sometimes, even when you have found your answer, you take a minute and search the entire site for that same information. You may find a SAS Press book that extends your knowledge, or a webcast that offers information that speeds up your project. And you didn't even think you needed to look.

Get used to seeing this banner, it will quickly become your SAS online support tool.

We divided the site up into four primary areas:

Knowledge Base: provides information to immediately answer questions, solve problems and install and manage SAS software. Information is available to you for browsing or searching. If you know what you are looking for like syntax from a reference manual or sample code for producing graphs for small-format devices, you can quickly search the knowledge base. When you encounter a problem or get stumped, the knowledge base is one of the first places you can look to help yourself.
Support: puts SAS support and services at your fingertips. When you need help from SAS Technical Support or you need an emergency license extension or to download a hot fix or software add-on, venture to the Support section of the site and let SAS assist you.
Learning Center: expands your horizons and helps you learn more about using SAS software. The resources available from this section of the site can help jumpstart your SAS knowledge. You can buy a book, register for a training course, or learn at your desk with SAS e-Learning modules.
Community: brings the world of SAS customers together. It is the place for collaboration with other users of SAS software and solutions. The events listing will help you find conferences and webcasts so that you can share information with others. You can register for newsletters, subscribe to RSS feeds, and find blog listings.

We've talked about how important and common searching the Internet has become. You will find the support.sas.com search field above the blue navigation line on every page. You can search the entire site from this box, or you can select a section of the site to which you want to restrict your search. Search is always available in the top right corner of every page and the options for searching are always the same!

Posted by Renee Harper in Navigation at 20:47 | Comments (3) | Trackbacks (0)

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The knowledge base is an admirable attempt to bring a bunch of resources together in a single entry point. Unfortunately the serchability of what we old dogs call usage notes appears to be reduced or still needs a few wrinkles ironed out. I tried reduce a hit list to those notes relating to a particular version. The dropdown box allowed me to select 9.1.3, and then greyed itself to indicate I couldn't subset further, reduced the hits from over 100 to around 60, but the list of hits still included notes from prior releases that had been fixed in that prior version. I hope this gets sorted soon, as UNOTES were a key part of my SAS support day. I doubt SAS tech support staff want to get a massive increase in tracks because we can no longer find known and documented problems

#1 Mike O'Neil on 2007-10-30 19:45 (Reply)

My disappointment was in finding a search no longer interspersed Support notes with possibly relevant SUGI papers. In some of the more arcane areas of database connectivity or ETS I found this to be very helpful. Now it seems all SUGI papers have been removed since adding this as a search term now returns no results at all.

Kind regards

David

#1.1 David Johnson on 2007-11-19 01:09 (Reply)

Madam/sir

This is best website which helps to learn update knowledge.

thanks and regards

nagaraj

#2 nagaraj on 2007-10-31 00:09 (Reply)

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ABOUT THIS BLOG

Welcome to the blog about SAS online support. Renee Harper (that's me) will keep you up-to-date about new and updated content on support.sas.com, as well as support services and software releases. I'll try to include relevant examples you can use -- sample programs and information about how others use SAS. I’ll be able to do this better if you join me – this is a place to share your ideas, successes, and frustrations.