Monthly Archives: November 2009

Tikiwiki syntax

Posted on November 26, 2009 by Chris Ilias

As most of you know, the knowledge base on SUMO is a wiki. Those of you who are familiar with wikis are probably most familiar with mediawiki syntax, which is used on wikipedia and wiki.mozilla.org. On SUMO, we use tikiwiki, … Continue reading →

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Minutes of SUMO meeting 2009-11-23

Posted on November 26, 2009 by David Tenser

Sumo Weekly metrics Now that the start page suggests search terms, there’s no way to distinguish between actual searches and click-on-suggested-term searches. Cww to talk to metrics team to figure out best way to filter out or distinguish between these … Continue reading →

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Help the Firefox team

Posted on November 19, 2009 by Cheng Wang

There are a few bugs that the Firefox team is asking for help with. If you’re experiencing any of these bugs or are helping users with these bugs on SUMO, they’d love to get in contact so we can get … Continue reading →

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Updating the knowledge base for Firefox 3.6 – The Plan

Posted on November 18, 2009 by Chris Ilias

Over the past month, the SUMO community has gathered a list of changes in Firefox 3.6 and determined which knowledge base articles need to be updated. We have been in contact with localizers and KB contributors to establish the update … Continue reading →

Posted in Contributor News, Localization | 1 Comment

Presenting the new Firefox Support start page

Posted on November 17, 2009 by David Tenser

After being slightly distracted with other priorities, we were finally able to launch the new and optimized start page for Firefox Support that we designed and tested in June! The old start page had a number of problems: The bounce … Continue reading →

Posted in Announcements | Tagged , , , , | 1 Comment

Forum improvements

Posted on November 13, 2009 by Cheng Wang

Over the past couple months, we’ve made a number of improvements to the Firefox support forums. Here’s a quick overview of the many changes we’ve made. We’d like you to try them out and then tell us what you think. … Continue reading →

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Minutes of SUMO meeting 2009-11-09

Posted on November 12, 2009 by David Tenser

Sumo Happy Birthday Firefox! Weekly metrics 99 active SUMO contributors last week! Bounce rate down by 3% on the start page as a result of the improved design Forum traffic higher than normal, answer rate dropped to 45% last week … Continue reading →

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How we improved customer satisfaction by splitting up articles

Posted on November 6, 2009 by Chris Ilias

One of our goals over the past few months was to get the knowledge base average CSAT score up to 85%. CSAT is short for Customer Satisfaction, and the way we measure it is with the “Please rate your experience … Continue reading →

Posted in Contributor News | 2 Comments

Minutes of SUMO meeting 2009-11-02

Posted on November 3, 2009 by David Tenser

Sumo Weekly metrics Real Player is a trended search term zzxc to provide any relevant info from Live Chat in the bug Last week’s weekly support issues Re: websites blocking cookies: Findings from forum thread [1] (cilias) They complain about … Continue reading →

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