Cisco Support Community (CSC) - Quick Tour

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Sep 17, 2009 1:18 AM
Sep 17th, 2009

Welcome to the Cisco Support Community.

Use this tour to get a step-by-step view of some of the things you can do with Cisco Support Community (CSC).

As you read through the tour, it will point out features and suggest things you can do to start putting CSC to work for you.

Here are the steps:

Get Started


Get to know Cisco Support Community. When you first log into CSC, the All Content page offers links to places where you can dive in. Use the content type icons, titles, and change age ("3 hours ago") to decide if there's anything of interest for you here at the top level.

Below is a snapshot of the CSC home page. (Tip: Click on an image for zoomed view.)

"All Content" Tab:

main page_lables.JPG

A - Cisco Logo: Click to access www.cisco.com
B - Community Name: Displays the name of Community you are in.
C - Anouncement: Check for latest news or information.

D - CSC Support Communities: Click a space to browse content in that space.

E - View your login status.

F - Create new documents, discussions and bookmarks.

G - Get your stuff; Content you've contributed, your profile, content you're keeping eye on.
H - History: See what you've looked at lately.

I - Browse: See everything inside.

J - Search Box: Enter text and click Search to find content.

K - Provide your feedback or suggestions about the site.

L - Choose the type of content you want to browse.

"Your View" Tab:

main page_lables 2.JPG

M - You can personalize the page or your view.

N - View the most recent activity by registered users in a particular community. Click an item to view the content.

O - Your favourite places.

P - View all communities.

Q - Search Community: Use this to search a community.

R - View the most popular discussions in community.

S - Update your status to let others know what you're up to.

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The content type icons are your first clues as to the kind of content you'll find and create in CSC support areas. From the home page you can also get a feel for how you can find content.

For example, through the sections on the home page you can browse by community, browse by content types or browse by tags (more about tags later, too).

Also, notice that menu bar near the top of the page. It's available on all the other pages, too. Use it to:

  • Create new content.
  • Browse for existing content, communities, and people.
  • Get history for your recently viewed items.
  • Check in on your stuff for items you've created or are working on.


In the Find Content section of the tour you'll learn how to stay on top by using communities, searches, tags, notifications, and RSS feeds.

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Find Content



As you saw on the CSC home page, you've got a number of paths into the content. You can browse by community, by content type and tags, and you can search. (You can even browse for content by other people — just try clicking someone's name or User id.) This section of the tour will introduce you to CSC’s content-finding features.

1.
Browse communities



Most content in CSC is organized by communities. In communities, you create, find, and organize content.

  1. On the home page, click the Browse menu, then click Communities.

browse communities.JPG

The Communities page shows the communities you can visit in a hierarchy.

communities structure.JPG

2. Click the name of a community. If the community’s home page overview has been customized, you're likely to see an arrangement of content that's tailor made for you as a visitor to the community. You'll also find lists of the latest content of each other content type: documents. Use the All Content and Documents tabs to get more of each kind of content.

Routing Community detail.JPG

If you haven't already, take a moment to browse your community.

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2. Browse by tags

When you browse by tags, you're using a community-made indexing system. You and other people apply tags like index keywords to new content to make the content more findable. You look for content you want by clicking tag names to see a list of related content. Wherever you go in CSC, you'll see tags that group your content into categories.

1. Look for the tag cloud. If your team has had a chance to add and tag content, the home page for a community also shows something you'll probably find yourself using quite a lot: a tag cloud. A tag cloud visually groups tags so that you can look by popularity (more popular tags are in a larger font) as well as look by alphabetical order.

See the content associated with a tag. Hover over a tag to see the number of times it is assigned to content. Click the tag to see a list of the items it's assigned to.

2 Polular Tags.JPG

2. While you're viewing the list of items associated with a tag, you can filter the list further. In the Tags box you'll see a cloud of the other tags that are applied to the items. As you click those tags, they'll be added to those you're filtering by (below, "troubleshoot", "catalyst_3750", and "memory_issues"). The list of content items gets shorter as you add tags to the filter, showing only those items that include all of the tags you're filtering by.

Tags Page.JPG

3. Search for content

Search for the content you want, filtering your search to refine the results.

1. Take a look at the Search box in the upper right corner.


2. Type in what you want to search for, then click Search.

search window.JPG

3. See results on the Search page. You can filter search results by content type, by community, or by date.

search details.JPG

Through browsing and searching CSC you can look for the content you need. But what if you've found something you want to keep your eye on? By subscribing to feeds or email notifications, you can get updated on changes to content you care about.


See the next part of the tour for an introduction to feeds and email notifications.

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4. Subscribe to feeds

Ever want a way to see what's new or changed on your favorite web sites without having to visit the sites? You can use feeds to get a digest of updates to the stuff you're interested in. When you "subscribe" to a feed (such as RSS) — say, for particular search results or a tag or the content of a community — your feed reader (which might simply be your web browser) does the checking for you. With feeds, you can subscribe to nearly anything in Cisco Support Community!

notifications.JPG

  • Click the feed icon at the right side of your browser's address bar to subscribe to a feed for the content you're looking at. For example, if you're using a recent version of the Firefox browser, you'll get a list such as the following if there are multiple feeds available.

feeds in firefox.JPG

To view RSS feeds, you use an RSS reader (also known as an "aggregator"). This could be your web browser (recent versions of Internet Explorer, and Firefox support this). There are also reader applications that are specifically designed to collect and aggregate RSS feeds. Select one of the CSC feeds and subscribe. If you select a reader to use for all feeds, subscribing is as easy as clicking the feed icon where you see it in a community.

Note: When subscribing to CSC feeds, you might need to associate your CSC user name and password with the subscription.

5.
Get notified by email.

In addition to feeds, you can also stay on top of content using email notifications.

When you sign up to receive email notifications, CSC will send you email whenever the content you're interested in changes.

You can also reply and post to CSC via e-mail on your PC and mobile phones by clicking on "Receive email notifications" next to your favorite discussion.

  • Navigate to a document/discussion you want to be notified about, then click Receive Email Notifications under Actions.

Action Widget - email notification.JPG

After you click, notice that CSC will change the link to Stop Email Notifications. You can always come back here when you want to stop getting the email. You can also manage all of your notifications from your profile, as you'll see later in the tour.


In the Create Content section of the tour you'll learn more about the kinds of content you can create in CSC.

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Create Content


You'll find the content you need with CSC. But if you use it long enough, there's a pretty good chance that you're going to want to make your own contributions. And that is where things really get interesting. As you join others in the community — getting answers to your questions, finding documents you need day to day— you'll discover ideas you wouldn't otherwise have seen. And you'll want to get them out of your head and into CSC.

6. Create a Discussion

Discussions are great for those brief questions and comments. It might start with a simple question.

1. Click New > Discussion to start asking a question or make a quick post to find out what others think.

discussion1.JPG

2. If you've posted discussions before, you'll see a list of the community you post in most often. Click the name of the community you want to post in. Otherwise, click Browse for a location.

discussion2.JPG

3. Click the name of the space you want to post in.

discussion3.JPG

4. Mark your post if it's a question. You can simply post a comment for feedback from others. But if you're asking a question, be sure to mark your post so that others know you'd like an answer.

discussion4.JPG

5. Tell others which responses got you where you wanted to go. When someone responds to your question with a post that's helpful or correct, mark it as such so that others know which is the best answer. You and other users get status points for helpful and correct answers.

7. Create a document

Documents and uploaded files give you a way to get content into CSC. With documents, you edit the content right in CSC. You and others can work on the same document and it's searchable.


A document is for capturing information that others on the community would be interested in (or might just need) — things like agendas, plans, meeting notes, equipment lists, and the like. They're team documents.


1. Click New > Document to start a new document.

2. Be sure that Write a New Document is selected. If you've posted things before, you'll see a list of the places you post in most often. Click the name of the community you want to post in. Otherwise, click Browse for a location.

write a new doc.JPG

3. Give the document a title and type your content in the editing window. The content editor is like a word processing program, with tools for more advanced formatting.

create new doc.JPG

4. Add tags to describe the document to other people. This is one of best things you can do for your team. As you and other people add tags, you'll develop your own expressions to describe the content you all use. For those expressions to be most useful, try to use existing tags whenever possible.

You can type the tag names, letting CSC finish the name where the tag already exists; you can also click a tag in the Popular Tags list to add the tag to the document.

tags for new doc.JPG

5. You can click Save and Continue to save your work and keep writing or click Save Draft to finish later. Click Publish when you're ready for others to see your document.


6. After you've published the document, notice that the Actions list lists tasks related to the document. In particular, notice the Manage versions and Manage collaboration links. Click Manage versions to display a page that lists versions of the document. You can select document versions in the list to compare changes to the document over time. The comparison shows additions and deletions.

manage versions.JPG

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Connect With People


You'll see lots of great, useful content pop up when you're using CSC. But have you ever noticed that you keep using content from the same set of people? You can build your own network and never lose touch with the people whose stuff matters the most. The best way to get primed for connecting with people is to get lots of information into your profile. Using your profile and other people's, you can make one-to-one connections to keep up with individuals. And when you share an interest with others, you can join or create a social group to talk about it.

8. Create a profile

Your profile is a quick way for other members of your team to find out more about you. It can be bare bones or more thorough. If you fill in the optional fields, you can give others a sense of who you are and what you know. It can be very useful in a team to know who to go to when you've got a question or suggestion in mind.


1. Click Your Stuff > Profile to view your profile.

2. On your profile page, notice that the Actions list lists a few things you can do. On the preferences page you can adjust your notification and subscription settings.


3. Click Edit Profile.


4. Fill in as much profile information as makes sense. Keep in mind that your profile will be found when people search, so if you have professional roles or interests that would be useful for others to know, be sure to include them.

edit profile.JPG

9. Find people and make friends.

You can build your own personal network by using the friends feature. Making friends is a little like adding people to a list of favorites. When you're connected, you can more easily keep track of what they're up to.


1. Click Browse > People, then find someone you want to connect with — whose activity in CSC might be interesting to you.


2. When you find someone, view their profile by clicking their name.


3. Click the Add... link under the Actions list. This will add the person to the connections you're following.

add friend.JPG


4. Click Your Stuff > Friends to view the list of friends. The person you added is listed there.

Friend list.JPG


5. In the Filter by Label list, click Add/edit labels to add a label that will help you manage your growing list of friends. Click Create new label, then enter the label's name and select a color for it by clicking the little box to its left. Click Save.

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Thankyou for taking the CSC tour!

The best way to get to know Cisco Support Community is to put it to work by adding content or viewing the content other community users have added.

We look forward to your Community participation and to your feedback.

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Posted September 17, 2009 at 1:18 AM
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