About

The Altiscale Data Cloud is installed, configured and ready-to-use Apache Hadoop® cloud. Users interact with our service through a gateway machine that provides access to the data and Hadoop-related services in the Data Cloud. We also offer a web-based portal that provides information on the customers’ data cloud usage as well as access to documentation and support.

Problem

Before ProProfs, we were using the Zendesk Help Center. Zendesk works well as a knowledge base, but it’s difficult to use it for creating user guides - content that needs structure, order and flow between topics. We needed a solution for procedural documentation where the order of topics and the ability to browse content is essential.

Solution

ProProfs helped us integrate the documentation site with our customer portal. We could also brand the site for a similar look and feel as our website. ProProfs Knowledge Base software’s integration with Google Analytics allowed us to track customer usage of our content. The ability to have multiple topics open in tabs at the same time is a large benefit. Besides, the tool enabled us to create PDF files of the content, including subsets of the complete site.

The tool’s content creation features are easy to use and allow multiple authors or reviewers to work on a single document at the same time. The ease and flexibility of adding images and especially code snippets was a significant benefit. In addition to this, the ability to have numerous websites made it easy for us to stage documentation before making it available on our production site.

Result

The ease of content creation enhanced our ability to add and modify content quickly and easily, keeping content updated for a production environment that is evolving rapidly.

The tool’s integration with the Zendesk agent interface is of great help to use. It helps our support folks to refer customers to the appropriate documentation topics easily. ProProfs provided us much better content access (table of contents, indexes) over our previous solution. The results have been amazing - 65% returning visitors and 30-60 sessions per day. Our support folks are able to point users to the document topics.

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