Digital Support articles

NetApp Support Site - July 15, Aug. 12 and Aug. 19, 2021 Site Releases NetApp Support Site release

Laura_C — Fri, 20 Aug 2021 14:56:46 GMT

NetApp Support Site releases

NetApp Support Site - June 10, 17, 24 and July 1, 2021 Site Releases

Laura_C — Fri, 02 Jul 2021 12:38:27 GMT

NetApp Support Site release information

KB site's Journey with Interactive Workflows continues…

nivitha — Mon, 07 Jun 2021 17:53:22 GMT

“A satisfied customer is the best business strategy of all”

At NetApp, we couldn't agree more with Michael LeBoeuf's quote.

With the formation of NetApp’s Knowledge Domain Experts (KDEs) Team, the Knowledge Base Team and KDEs began brainstorming and working on how we can further improve our customers’ self-service experience in finding the Solutions and Answers they are looking for.

Early 2021, we were excited to present the first set of Interactive Workflows in the Knowledge Base:

These interactive workflows provide customers the convenience of finding articles related to one topic within the same location.

With the feedback and learning received, we continued working on interactive workflows for many more troubleshooting and resolution guides, expert recommended topics, and top support-related content.

Here are the three Interactive Workflows recently added to the Knowledge Base:

Issues with Volume move

This Interactive Workflow helps with solving issues related to moving volumes in ONTAP 9 and covers issues that may arise in any of the three stages:

Before you move a volume
During the process of moving a volume and
After moving a volume

7MTT Process

The Interactive Workflow provides information on 7MTT processes:

ONTAP releases supported by 7MTT
Comparison of CFT and CBT
Installing 7MTT
Preparing for migration
Migrating data and configuration
Post-transition tasks

How to collect data from an ATTO FibreBridge

This applies to the following and describes how to view, collect and send the Event Log, Core File or FC Core of an ATTO FibreBridge:

ATTO 6500N FibreBridge
ATTO 7500N FibreBridge
ATTO 7600N FibreBridge

Do check out the Interactive Workflows hub page to view all the workflows added to the Knowledge Base.

NetApp Support Site - May 13, May 17 and June 3, 2021 Site Releases

Laura_C — Fri, 04 Jun 2021 12:11:48 GMT

Weekly release information for NetApp Support Site

NetApp Support Site - April 1 and 8, 2021 Site Releases

Laura_C — Tue, 13 Apr 2021 16:31:49 GMT

Weekly support site release

NetApp Support Site - Mar. 18 and 25, 2021 Site Releases

Laura_C — Fri, 26 Mar 2021 11:31:38 GMT

Weekly support site releases

NetApp Support Site - Feb. 25, Mar. 4 and 11, 2021 Site Releases

Laura_C — Tue, 16 Mar 2021 17:05:02 GMT

Weekly support site release features

Interactive Workflows in the Knowledge Base

nivitha — Wed, 10 Mar 2021 10:06:04 GMT

In mid-2020, we redesigned the NetApp Knowledge Base to provide our customers with:

Top-Valued and Top-Rated articles — the most used and relevant KB content &
Enhanced Navigation and Search Functionalities

Post the KB site revamping, some of the top-valued content were text heavy, had multiple links embedded within articles, difficult to navigate and did not align with the NetApp content standard.

The Knowledge Base Team and Knowledge Domain Experts continued working on our mission to empower customers in finding Solutions they need with minimal effort.

We are happy to present to you the Interactive Workflows in the Knowledge Base.

These interactive workflows provide customers the convenience of finding articles related to one topic or a common theme within the same location. Check out the new interactive workflows available:

These interactive workflows improve the findability, readability and usability of value-added articles.

After experimenting with different tools and refining our process several times, we strive to provide the best version of the interactive workflow for our customers' self-service experience. Today, we have a well-defined process for creating these interactive workflows and a list of articles identified to be worked into this content format.

We are working on creating interactive workflows for many more troubleshooting workflows, expert recommended articles, top issues and content, and legacy articles requested to be reinstated to the Knowledge Base by customers. We are also creating resolution paths for customers to find troubleshooting solutions quickly.

We did a usability testing on these workflows and have included some of the valuable feedback received from customers and partners to improve these workflows.

Our goal is to group related NetApp Knowledge – KB articles and documentation – in a user-friendly interactive format and to enable customers to find the information for the topic within the workflow.

We value your feedback! Please let us know your experience with Interactive Workflows in the KB site.

Support Site Feature Focus: New System Maintenance and Support Admin role

Laura_C — Tue, 09 Mar 2021 18:42:10 GMT

New support site feature to manage bulk updates to system addresses, contacts, preferences and decommission systems.

NetApp Support Site - Feb. 18, 2021 Site Release

Laura_C — Thu, 18 Feb 2021 19:24:08 GMT

Weekly support site release

NetApp Support Site - Feb. 11, 2021 - Site Release

Laura_C — Fri, 12 Feb 2021 13:36:58 GMT

Weekly release information

A new search experience coming Feb 14th on the NetApp Support Site

ljulie — Tue, 09 Feb 2021 23:23:58 GMT

On the Digital Support Team, we are always working to improve support interactions. And one of the most requested improvements is a better search experience.

Based on extensive research and your feedback, we are implementing a new AI-powered search engine that leverages more sources and more types of content to provide better search relevance and accuracy. With machine learning, we combine your interactions with our search experience to better understand what you’re looking for, so we can improve ranking, speed, and relevance. These changes will not affect the UI, but you should experience better, faster, and more relevant search results.

Visit the Award-winning NetApp Support Site to test the new search experience after Feb 14th.

The more you search, the better it gets.

A big “thank you” to everyone who participated in our feedback panels and surveys; you provided us with a solid benchmark to compare our results to. Please look for the same survey in a few weeks’ time so that we can measure our progress.

NetApp Support Coaching Program wins Silver Stevie Award for 2021

padmaprasad — Wed, 03 Feb 2021 12:13:17 GMT

We are proud to announce that we’ve won the Silver Stevie® Award - Customer Service Training or Coaching Program of the Year - Technology Industries for 2021. Read on to know our success story:

NetApp Support is heavily invested in helping our customers resolve any issues they face with NetApp products and services. While customer success and satisfaction are our primary focus areas, we are also constantly striving to ensure that our engineers have the right tools, training, and coaching to continue providing the best support to our customers through 1:1 engagement and by enhancing the KB database as an effective self-service portal.

New Coaching Model and Methodology:

In 2019, we revitalized our support strategy and started our journey to implement Knowledge Centered Services, Version 6 (KCSv6) methodology at NetApp. KCSv6 focusses on knowledge being the key asset of an organization and strives to integrate reuse, improvement, and if it does not exit, the creation of knowledge while solving customer issues. To ensure that our engineers understand the power of this collective knowledge and the benefits that it provides to our customers and the organization, we put in place an exemplary training and coaching program that was meticulously planned and executed.

Training and Coaching in Waves:

NetApp KCS journey started with a small, enthusiastic group of engineers, managers, and directors being trained on the methodology. This core group took upon themselves the responsibility to evangelize KCS and ignite the interest of other engineers and managers in the program. This was done by effectively communicating and displaying the benefits of KCS--which includes, improved customer success with our self-service portal, reduced time to resolve customer issues, and opportunity to continually improve our products, based on insights gained from customer problem areas.

Coaches Made it Happen:

We trained our engineers in waves; each wave comprising of 50 to 100 engineers. The training sessions were followed by extensive 1 to1 coaching by a dedicated group of coaches. Each wave produced coaches that could train and coach the subsequent wave of engineers, thereby setting in motion an organized and effective coaching methodology. Our Coaches are our secret sauce to change management.  Instead of running this as a top-down program, we’ve run it bottoms up with our Coaches.  They are the de facto leaders of our KCS Program at the local level and everything goes through them.  That is one of the primary reasons our subsequent digital transformation has been so successful.

KCSv6 Licensing

We also have a licensing program that provides our engineers increased privileges in the authoring system based on their understanding of the KCS methodology and the proficiency they exhibit in following processes and addressing customer issues. Through our world class coaching and licensing program, we were able to bring in systemic changes to the way our support team functions. Here are some of our successes:

90% support engineers licensed
100% Coaches licensed
98% Support Leadership Licensed
90% of our Knowledge Articles are available for use on our self-service portal (30% increase from last year)
Our time to publish has reduced to 1/10^th of what it was in early 2020.
Our publishing rate has increased by 10x

Why you should follow NetApp Assist

nivitha — Wed, 03 Feb 2021 05:01:43 GMT

At NetApp, we believe in the Latin phrase Scientia potentia est – Knowledge is Power.

Hence, NetApp’s Digital Support Team works closely with our Technical Experts and Knowledge Domain Experts to create and improve the Knowledge Base and Support Site for customers' success.

We also share NetApp knowledge and work on bridging the knowledge gaps via our social media accounts – Facebook page and Twitter handle – NetApp Assist.

Here are 10 reasons why you should follow NetApp Assist and what you can expect from us:

Technical and support information on NetApp products, services, features and enhancements from our Experts
Latest solutions, how-to procedures, workarounds and answers available in the Knowledge Base
Top-viewed articles in each domain
Learning, instructional and support-related KB TV videos. For more information, see the blog on NetApp KB TV
NetApp Blogs
Digital Support Blogs
Information on Digital Support's services
Tech Tips
Tech Talks and Webinars
Announcements; click here to see our latest announcement

So follow NetApp Assist and help us empower you with NetApp Knowledge.

2021 Stevie® Awards Winners - NetApp Support Site and Delivery!

Laura_C — Mon, 01 Feb 2021 17:11:25 GMT

The NetApp Support Site and Support Delivery win multiple awards from Stevie® Awards for Sales & Customer Service.

Success starts in your language

ljulie — Fri, 15 Jan 2021 18:00:01 GMT

Digital Support Q&A Series kicks off the new year with Anna Schlegel, VP, Global Portfolio-to-Market Lifecycle.

NetApp Support Site - Jan. 7 & 14, 2021 - Site Release

Laura_C — Thu, 14 Jan 2021 20:14:43 GMT

Weekly support site release updates

We value your KB Feedback

nivitha — Tue, 12 Jan 2021 12:12:34 GMT

NetApp Knowledge Base (KB) has demand-driven and value-added Support content on NetApp products and services. With the KB content – solutions, answers, and procedures – created and updated every day by NetApp's Technical Experts and Knowledge Domain Experts, we strive to provide our customers with the best self-service experience.

As Bill Gates rightly said in his TED Talk, “We all need people who will give us feedback. That's how we improve”.

At NetApp, we follow the Collective Ownership model for our Knowledge Base, and strongly believe that the best people to provide feedback to help us improve the KB site are the audience that use our content. That is why we value every KB feedback and use our customers' feedback and experience to continually improve the KB site.

The NetApp Knowledge Base Team works with the Knowledge Domain Experts to review customer feedback, address customers' concerns, and update the KB content.

Here are the feedback mechanisms to rate, comment and provide suggestions for KB content:

On the home page of the KB site, you can use the click here link for feedback. This link opens to Help and Feedback.

You can also directly click on Help & Feedback, available at the bottom-right corner of all KB pages.

Help & Feedback

Under Help & Feedback, we have the:

KB Request Form: If there is a value-added article that is important to you and it is not available in the KB site, use this form to submit a request to add the article. The NetApp Knowledge Base team will review the request, work with the Knowledge Domain Experts, and inform you if the article can be reinstated in the KB site.
Provide KB Site Feedback: Use this form to provide feedback on your experience with the KB site. Please let us know if you see any areas of improvement in the KB site.

Feedback for KB Articles

Use the Feedback section available at the end of an article:

To rate an article,
To comment on an article,
To let us know if an article needs updates/corrections, and
If you have any questions on the article content

For detailed information on the Help and Feedback channels available on the KB site, see Help and Feedback.

When viewing articles on the NetApp Support Site, you can provide KB feedback by using the Submit Feedback button on the top of the article.

Bugs Online is now available for NetApp HCI, SolidFire and Element Software

ljulie — Tue, 22 Dec 2020 20:35:38 GMT

We are proud to announce that we have implemented Bugs Online for NetApp HCI, SolidFire and Element Software!

Bugs Online is a tool that product teams use to document known issues/bugs, it is widely used by our customers and support teams to search for bugs that may impact our products.

Previously, the known issues/bugs were manually tracked in a spreadsheet and then converted to PDF for our customers. Now, you can find these known issues/bugs within the Bugs Online tool on the NetApp Support Site.

To access the Bugs Online, simply go to the NetApp Support Site, find the product (example: Element Software) and look for the Bugs Online Tab.

NetApp Support Site - Dec. 17, 2020 Site Release

Laura_C — Mon, 21 Dec 2020 16:08:36 GMT

Weekly release update

NetApp KBTV :: Digital Support Q&A Series

ljulie — Fri, 18 Dec 2020 20:41:33 GMT

We're excited to release a new video series called Digital Support Q&A. In this series of videos, we sit down with Digital Support Specialists to talk about how they use their skill set to improve the overall NetApp Digital Support Experience.

If there's a topic you would like us to cover or a specialist you would like to us talk to, please leave a comment below!

Digital Support Q&A Series Playlist

NetApp Support Site - Dec. 3 and 10th, 2020 Site Release

Laura_C — Thu, 10 Dec 2020 20:25:06 GMT

Weekly release updates

NetApp KB TV

nivitha — Thu, 26 Nov 2020 05:34:32 GMT

At NetApp, we aim to continually provide the best customer experience with our Products, Services, Support, Documentation, and Knowledge Base.

The NetApp Support Center and Digital Support Team work together to produce quality – written and visual – Knowledge Base content. This content helps customers learn about NetApp products and find the information/solutions they are looking for. For customers that prefer video content, we have NetApp KB TV.

NetApp KB TV is the YouTube channel that hosts technical, learning, and support-related videos, covering a wide range of topics on NetApp Products and Support.

KB TV videos are created by NetApp’s Technical Experts, SMEs, and Digital Support Specialists.

On NetApp KB TV, you can see videos on:

Latest NetApp products
How-to procedures for NetApp products, their features, and enhancements
Troubleshooting solutions and workarounds
Answers to frequently asked questions
Configuration
Setup and maintenance
Tech Talks
Tech Tips
Learning and instructional content from NetApp Experts

You must check out the webinars called Knowledge and Know How with Support. At these webinars, NetApp’s Support Leaders and Experts share their knowledge as well as troubleshooting tips and tricks to help customers understand and manage their NetApp products.

NetApp KB TV has Playlists for different products and services. To view videos for a specific product, you can simply click on the Products’ Playlist and get the list of videos available.

To learn more about NetApp Support, NetApp Support Site, and NetApp Digital Support and Knowledge Programs, please see the respective playlists.

With these technical and support videos, our objective is to be proactive and help customers know their products and solutions.

Subscribe to NetApp KB TV to help us provide efficient self-service experience and be successful with NetApp.

NetApp Support Site - Nov. 19th, 2020 Site Release

Laura_C — Thu, 19 Nov 2020 18:47:56 GMT

Weekly release on support site

NetApp Support Site - Nov. 12th, 2020 Site Release

Laura_C — Mon, 16 Nov 2020 13:19:03 GMT

Weekly release update

Find Digital Support Specialists at NetApp INSIGHT

ljulie — Tue, 20 Oct 2020 17:09:16 GMT

NetApp INSIGHT kicks off Monday Oct 26, 2020 and there’s still time to register! Catch all 9 technical sessions at NetApp INSIGHT presented by our Support Specialists

NetApp Support Site - Oct. 8th and 15th, 2020 Site Release

Laura_C — Fri, 16 Oct 2020 12:44:28 GMT

Support site feature releases from Oct. 8 and 15.

NetApp Support Site - Oct. 1, 2020 Site Release

Laura_C — Thu, 01 Oct 2020 17:57:59 GMT

Support Site weekly release information for Oct. 1, 2020.

NetApp Knowledge Base

padmaprasad — Wed, 30 Sep 2020 17:05:45 GMT

A look at the capabilities and features of the new Knowledge Base

NetApp Support Site - Sep. 24, 2020 Site Release

Laura_C — Thu, 24 Sep 2020 18:13:18 GMT

Support Site weekly release updates.

NetApp Support Site Wins Overall Best Support Site in ASP Awards

Laura_C — Thu, 24 Sep 2020 18:45:20 GMT

The NetApp® Support Site won the inaugural Overall Best Support Site Award in the Association of Support Professionals (ASP) Best Websites Competition with the highest average scores in more categories than any other company.

New Blog – All Things Digital Support

Laura_C — Wed, 16 Sep 2020 14:17:02 GMT

Learn about the new digital support blog.