The weekly releases included the following features and enhancements. You may need to log on to see features:   Various Feature description:  Various bug fixes launched. Releases included:  Cookie consent verbiage update Downloads page access for evaluation software Evaluations license button SnapMirror Cloud API Key enablement Profile page add reset password link and visual fix for search results for internal and logged in Warranty and FRU - visual fixes including search button, sort, filtering Update to All Products list Bugs Online dashboard and profiler dropdown enhancements Non-technical feedback form fixes Software License and IAP - add multiple Cloud Volumes ONTAP Firmware - system firmware and diagnostics bug fix Case create - enable case owner for payload and customer communication preference Manage favorites bug fix Elio - various enhancements Guide Me - adding content Various visual/user interface bug fixes   Contact us for any support site feedback   Community members - to continue to get updates, please click Subscribe on Digital Support News . If the option is greyed out, you will need to log in first. ... View more

The weekly releases included the following features and enhancements. You may need to log on to see features:   Various Feature description:  Migration and various bug fixes launched. Releases included: Case creation problem context questions for Cloud Provider; Warranty and FRU fixes;  multiple Elio fixes;  dashboard product support widget fix; order status fix; software license and IAP add Hybrid Cloud;  dashboard parts request and FSO widget - tracking number link for UPS, FedEx and DHL; enable category passing for parts requests to SAP; multiple analytics stories.   Contact us for any support site feedback   Community members - to continue to get updates, please click Subscribe on Digital Support News . If the option is greyed out, you will need to log in first. ... View more

The weekly releases included the following features and enhancements. You may need to log on to see features:   Various Feature description:  Migration and various bug fixes launched. Releases included:   Guide me dashboard widget, Bugs Online update and data gap update, Captcha fix for invalid data, RMA fix, various analytics stories; Migration to new platform: ASE Corner, Downloads > Evals, Warranty and FRU, and License certificate delivery.   Contact us for any support site feedback   Community members - to continue to get updates, please click Subscribe on Digital Support News . If the option is greyed out, you will need to log in first. ... View more

The weekly releases included the following features and enhancements. You may need to log on to see features:   Dashboard Feature description:   The logged in dashboard provides key information, status and easy access to tasks via widgets such as ActiveIQ, Recent Cases, Recent Parts, etc. which dynamically display based on your role. Release included:  As part of the self-support project, th e Cases with Related RMAs and FSOs dashboard widget launched which is accessible for customers, partners and Support Admin roles. This new widget shows related cases, RMAs (part request) and FSOs (field service order) from the past 30 days to provide quick access to see status and a holistic view. Users can view up to 5 items on the dashboard widget and may click the Details link per line item on the dashboard widget to see a landing page with holistic status for the combined case, RMA and FSO item. If the user has more than 5 items, they can select the All link at the bottom of the widget to see a full landing page with all of the information.  Learn more. Various Feature description:  Migration and various bug fixes launched. Releases included:   Search analytics fix, Broadcom API, Updates to SnapDrive for UNIX product documentation link, improved performance for Firmware Downloads, enabling MindTouch for KB articles, and migration of Downloads > Firmware and Master License Key features to the new platform.   Contact us for any support site feedback   Community members - to continue to get updates, please click Subscribe on Digital Support News . If the option is greyed out, you will need to log in first. ... View more

The weekly releases included the following features and enhancements. You may need to log on to see features:   Support Admin role - dashboard widgets Feature description:   Two new widgets are available for the Support Admin role including the System Maintenance and Contact Validation widgets.  The System Maintenance widget includes information on missing attributes. Users can find details on the dashboard widget which shows up to 5 items or visit a subpage to see all.   The Contact Validation widget allows users to see any contacts that have not been “used” in the past 6 months. Users can find contacts and validate if they need to be deleted. Widgets are located at the bottom of the dashboard page.   Learn how to sign up as a Support Admin. Release included: Two dashboard widgets for Support Admin role - System Maintenance and Contact Validation. Various Feature description:  Migration and various bug fixes launched. Releases included:   Non-technical feedback form updates, analytics enhancements, case notes and SmartSolve (internal tool) fix, Guide me enhancements, and backend migration of modules to new platform - Firmware, Master License Key, Attachments, .   Contact us for any support site feedback   Community members - to continue to get updates, please click Subscribe on Digital Support News . If the option is greyed out, you will need to log in first. ... View more

The weekly releases included the following features and enhancements. You may need to log on to see features: Various Feature description:  Various bug fixes launched. Releases included:   Software licenses enhanced configuration, Search updates, Downloads updates, Bug fix for live chat, Guide me enhancements and Bugs online enhancements.   Contact us for any support site feedback   Community members - to continue to get updates, please click Subscribe on Digital Support News . If the option is greyed out, you will need to log in first. ... View more

Have you ever wanted to update data for multiple systems or serial numbers at one time?  Change addresses of multiple serial numbers? Update a primary contact for multiple systems? Decommission multiple serial numbers? Well, now you can do all this and more.   The support site team is excited to share a new feature has launched to allow customers and partners to manage bulk updates to system addresses, contacts, preferences and to decommission systems via System Maintenance.    To request a Support Admin role and gain access to System Maintenance, log on to the support site and fill out the non-technical feedback form selecting Support Admin > Request Access. You must be a customer or partner or have a customer email as a NetApp employee to sign up.   Learn more     Contact us for any support site feedback   Community members - to continue to get updates, please click Subscribe on Digital Support News . If the option is greyed out, you will need to log in first. ... View more

The weekly release included the following features and enhancements. You may need to log on to see features:   Non-technical feedback form Feature description:  The non-technical feedback form allows users to report and open a ticket on non-technical issues. Release included:   Enablement of a new selection to request a Support Admin Role for customers and partners which allows access to the new feature System Maintenance. Ability to select from a pick list for some form fields including company. Log on to see all selections. System Maintenance Feature description:   The new System Maintenance workflow allows users to update data on multiple systems simultaneously for addresses, contacts, preferences and the ability to decommission systems.  A Support Admin role is required to access.  Release included:    New System Maintenance workflow and ability to request a Support Admin role.   Learn more.   Contact us for any support site feedback   Community members - to continue to get updates, please click Subscribe on Digital Support News . If the option is greyed out, you will need to log in first. ... View more

The weekly release included the following features and enhancements. You may need to log on to see features:   Product details - Guide Me tab Feature description:  The product details page allows users to see information per product including Tools and Downloads. Guided Problem Solving (GPS) provides curated content by NetApp subject matter experts per product. Release included:   Guided Problem Solving information per product is now enabled in a new tab on the product details page - Guide Me - to allow users to easily access problem-solving or key content onpage. Register Systems Feature description:   The system registration workflow allows users to register products on the support site. Release included:    New system registration workflow with ability for users to self-select data to better automate registration. Customers and partners are able to register up to 20 serial numbers at a time. Learn more.   Contact us for any support site feedback   Community members - to continue to get updates, please click Subscribe on Digital Support News . If the option is greyed out, you will need to log in first. ... View more

NETAPP WINS TWO SILVER AND ONE BRONZE STEVIE® AWARDS IN 2021 STEVIE AWARDS FOR SALES & CUSTOMER SERVICE   FAIRFAX, VIRGINIA – February 1, 2021 – NetApp® was presented with three awards in the following categories in the 15th annual Stevie Awards for Sales & Customer Service last night: NetApp Support Site Silver Stevie® Award- Award for Innovation in Customer Service – Computer Industries Bronze Stevie® Award - Best Use of Technology in Customer Service – Computer Industries NetApp Support Delivery Silver Stevie® Award - Customer Service Training or Coaching Program of the Year - Technology Industries The Stevie Awards for Sales & Customer Service are the world’s top honors for customer service, contact center, business development and sales professionals.  The Stevie Awards organizes eight of the world’s leading business awards programs, also including the prestigious American Business Awards® and International Business Awards®.   Winners will be recognized during a virtual awards ceremony on April 14.   More than 2,300 nominations from organizations of all sizes and in virtually every industry, in 51 nations, were considered in this year’s competition. Winners were determined by the average scores of more than 160 professionals worldwide on nine specialized judging committees. Entries were considered in more than 90 categories for customer service and contact center achievements, including Contact Center of the Year, Award for Innovation in Customer Service, and Customer Service Department of the Year; more than 60 categories for sales and business development achievements, ranging from Senior Sales Executive of the Year to Sales Training or Business Development Executive of the Year to Sales Department of the Year; and categories to recognize new products and services, solution providers, and organizations’ and individuals’ response to the COVID-19 pandemic.   The wins from the NetApp Digital Support team reflect the team’s continuing ambition to deliver a world-class user experience. The NetApp Support Site adds a Silver Award® for Innovation in Customer Service – Computer Industries and a Bronze Award® Best Use of Technology in Customer Service – Computer Industries categories for digital innovation for its award-winning NetApp Support Site. The NetApp Support Site has industry recognition with previous multi-year wins in the Stevie Awards® and Association of Support Professionals Top 10 Support Awards and a recent win as Overall Best Support Website from the Association of Support Professionals.   The support site entries focused on continued simplification of the user experience by launching a new support site based on a BETA version and a redesigned backend platform built with NetApp on NetApp technology . In addition, the team optimized and redesigned the front-end user experience including features such as mobile responsiveness, assisted support pane and a holistic channel experience. The new site includes one-stop access to support site, community and knowledgebase, as well as global site access to chat, online case creation, phone and Elio (AI chatbot).   Users experienced significant improvements in their customer experience reflected in exceptional customer satisfaction and ease of use metrics. Additionally, the redesign resulted in reduced costs for site maintenance, increased speed of feature deployment and the ability for the NetApp team to better meet the demand of business.   On the entry, a judge shared the following comment: “Great way of simplifying the user experience by…converting monolithic architecture to loosely coupled microservices architecture for increasing the performance and making those applications more reliable and highly available.”   NetApp also won a Silver® Stevie Award for Customer Service Training or Coaching Program of the Year - Technology Industries. The entry was for the NetApp Support Model Coaching Program Based on Best Practices.   The entry focused on implementation of the Knowledge Centered Services, version 6 (KCSv6) methodology. The exemplary training and coaching program included methodology based on best practices, defined processes for content reuse, improved and created knowledge to solve customer issues, and enabled a robust self-service platform for customers. Impressive results include licensing 85% of engineers, 100% of coaches and a greatly improved customer contact ratio – increase of 115% over 6 months showing greatly improved metrics for self-support for users rather than opening a case.   On the entry, judges shared comments including: “Sounds like a very successful program. Excellent CSAT improvement. KCS sounds like it has worked well. Great to see additional supporting info[rmation] added to the knowledge base.” “Great methodology of implementing a wave-based approach of the Knowledge Centered Services which empowered engineers to efficiently resolve cases.”   “The NetApp Support Site and Delivery teams are at the center of our customer support delivery strategy and we are very honored to receive this highly esteemed industry recognition with two Silver and one Bronze Stevie® Awards. These awards are proof that the team continues to innovate to deliver a world-class support experience to our NetApp customers and partners around the world. We are especially honored to receive the Silver Stevie® Award for Coaching Program of the Year which reflects our commitment and execution on best practices in Knowledge Centered Service. I am truly proud of the achievements of our team in their continual focus and dedication to optimal customer experience,” said NetApp VP of Customer Support Services Joe Novak.   “In the toughest working environment in memory for most organizations, 2021 Stevie Award winners still found ways to innovate, grow sales, please their customers, and secure new business,” said Stevie Awards president Maggie Gallagher.  “The judges have recognized and rewarded this, and we join them in applauding this year's winners for their continued success.  We look forward to recognizing them on April 14.”   Details about the Stevie Awards for Sales & Customer Service and the list of Stevie winners in all categories are available at www.StevieAwards.com/Sales.    About NetApp NetApp is a global cloud-led, data-centric software company that empowers organizations to lead with data in the age of accelerated digital transformation. The company provides systems, software and cloud services that enable them to run their applications optimally from data center to cloud, whether they are developing in the cloud, moving to the cloud, or creating their own cloudlike experiences on premises. With solutions that perform across diverse environments, NetApp helps organizations build their own data fabric and securely deliver the right data, services and applications to the right people—anytime, anywhere. Learn more at www.netapp.com or follow us on Twitter, LinkedIn, Facebook, and Instagram.   NETAPP, the NETAPP logo, and the marks listed at http://www.netapp.com/TM are trademarks of NetApp, Inc. Other company and product names may be trademarks of their respective owners.   About The Stevie Awards Stevie Awards are conferred in eight programs: the Asia-Pacific Stevie Awards, the German Stevie Awards, the Middle East & North Africa Stevie Awards, The American Business Awards®, The International Business Awards®, the Stevie Awards for Great Employers, the Stevie Awards for Women in Business, and the Stevie Awards for Sales & Customer Service. Stevie Awards competitions receive more than 12,000 entries each year from organizations in more than 70 nations. Honoring organizations of all types and sizes and the people behind them, the Stevies recognize outstanding performances in the workplace worldwide. Learn more about the Stevie Awards at http://www.StevieAwards.com.   Sponsors of the 15th annual Stevie Awards for Sales & Customer Service include Sales Partnerships, Inc., and ValueSelling Associates, Inc. ... View more

Our next post will be mid-Feb. 2021 with our next scheduled support site release.   The weekly release included the following features and enhancements. You may need to log on to see features:   Various Feature description:  Various bug fixes launched. Releases included: Updated field for Australia State/Region as mandatory on all forms, expanded navigation dropdown limit for improved user experience,  enabled view attachments in case details page in Internet Explorer 11, disabled default pre-select of values for licenses search for users on iPad.   Contact us for any support site feedback   Community members - to continue to get updates, please click Subscribe on Digital Support News . If the option is greyed out, you will need to log in first. ... View more

This is our last post for 2020, we'll be back with updates in early January 2021!   The weekly release included the following features and enhancements. You may need to log on to see features:   Instant Access Portal Feature description:   Instant Access Portal (IAP). Release includes:   Migration of IAP to new backend platform.   Contact us for any support site feedback   Community members - to continue to get updates, please click Subscribe on Digital Support News . If the option is greyed out, you will need to log in first. ... View more

The weekly release included the following features and enhancements. You may need to log on to see features:   Bugs Online (login required) Feature description: Bugs Online is a tool accessible on the support site that provides bug information to users including bug details, ability to follow a bug and more. Release includes: Release bug comparison drop down display fix, update csv output, enable version in profile, enhance bug details page. Non-technical case feedback form Feature description: The non-technical case form allows users to report an issue that is non-technical in nature. Examples include reporting an issue with AutoSupport, needing help with site access, changing a contact, etc. Release includes: Enhance Headswap reporting to include stock serial number field.   Elio  Feature description:   Elio is the Artificial Intelligence chat bot on the support site. Content is curated by technical experts to help better support you to troubleshoot issue or find content to support your issues. Release includes:   Ability to skip immediately inside Watson. Downloads  Feature description:  The site features the ability to download software for purchased products. Release includes: Link fixes for various pages. Sites Feature description:   Sites allows users to view or edit location details such as address. Release includes: Migration of sites to new backend platform.   Contact us for any support site feedback   Community members - to continue to get updates, please click Subscribe on Digital Support News . If the option is greyed out, you will need to log in first. ... View more

The weekly release included the following features and enhancements. You may need to log on to see features: Bugs Online (login required) Feature description: Bugs Online is a tool accessible on the support site that provides bug information to users including bug details, ability to follow a bug and more. Release includes: Bug profiler breadcrumb fix. Profile Feature description:  Each user has a unique profile including name, company, contact information, etc. and the page provides the ability to update or request information changes.   Release includes: Improved mobile experience in Android. Search Feature description: The support site has a global search feature enabled to search for documentation, KB and other resources. Release includes: META data enhancements. Note: The next release update will be posted the week of Nov. 30th.  ... View more

The weekly release included the following features and enhancements. You may need to log on to see features:   Bugs Online (login required) Feature description: Bugs Online is a tool accessible on the support site that provides bug information to users including bug details, ability to follow a bug and more. Release includes: Bug comparison page display dropdown and email notification fix. Parts and Case features Feature description: Parts and Case allows users to create technical cases or parts requests as well as a few other functions. Release includes: Parts request - indicator if part is incompatible fix and column selector. Case lookup - suppress duration column in export. Dashboard - Active IQ widget Feature description: The dashboard includes multiple "widgets" containing information on a user's systems, products or important updates. Release includes: Updates to Active IQ widget links. ... View more

The weekly release included the following features and enhancements. You may need to log on to see features:   Non-technical case feedback form Feature description: The non-technical case form allows users to report an issue that is non-technical in nature. Examples include reporting an issue with AutoSupport, needing help with site access, changing a contact, etc. Release includes: Improved user messaging. Bugs Online (login required) Feature description: Bugs Online is a tool accessible on the support site that provides bug information to users including bug details, ability to follow a bug and more. Release includes: New enablement of Bugs Online tab in ONTAP product details page; improvements to profile, import, favorites and notification; improved search for found in and fixed in versions. Chat Feature description: A Chat feature is available to logged in users on the support site. Release includes: Improved visibility to chat from various offerings.  Tools (login required) Feature description: Various tools are accessible on the support site for logged in users including Bugs Online and Active IQ. Release includes: Enabling tool access for guest users.  Profile Feature description:  Each user has a unique profile including name, company, contact information, etc. and the page provides the ability to update or request information changes.   Release includes: Mobile responsive capability and redesigned layout. Logo Feature description: The NetApp Support Site logo is on every page of the site. Release includes: Logo has been updated to align with new NetApp brand standards. Note: The next support site release is not scheduled until Nov. 12, so look for our next blog post with a release update then.   Contact us for any support site feedback   Community members - to continue to get updates, please click Subscribe on Digital Support News . If the option is greyed out, you will need to log in first. ... View more

The weekly release included the following features and enhancements. You may need to log on to see features:   Elio - various features Feature description:   Elio is the Artificial Intelligence chat bot on the support site. Content is curated by technical experts to help better support you to troubleshoot issue or find content to support your issues. Release includes:   Enabling problem description for Ask a technical question selection made mandatory, automatic Knowledge Base login when articles served in Elio, fix for countdown timer, and show all Elio options in logged out assisted support pane. Software Licenses (login required) Feature description:  The s oftware license area of the support site allows users to lookup and view software licenses.  Release includes:   Migration of software licenses to new support site platform.   Contact us for any support site feedback   Community members - to continue to get updates, please click Subscribe on   Digital Support News   . If the option is greyed out, you will need to log in first. ... View more

The weekly release included the following features and enhancements. You may need to log on to see features:   Non-technical case feedback form – new design Feature description: The non-technical case form allows users to report an issue that is non-technical in nature. Examples include issues reporting an issue with AutoSupport, needing help with site access, changing a contact, etc. Release includes: Mobile responsive form, type ahead and drop-down selections, dynamic form enablement per category selection, chat and/or callback per select categories, helpful Knowledge base content per select categories to help solve an issue and potentially preempt creating a non-technical case. Bugs Online – various enhancements (login required) Feature description: Bugs Online is a tool that provides information to users on bugs on the support site including bug information, details, ability to follow a bug and more. Release includes: Any bug matching to the user profile will be added to bug favorites, on bug profiler users can select “Notify me” to receive emails once a day if there is activity, enable a pop up confirmation before removing a bug from bug profiler. Elio – various enhancements Feature description: Elio is the Artificial Intelligence chat bot on the support site. Content is curated by technical experts to help better support you to troubleshoot issue or find content to support your issues. Release includes: Processing an initial problem description with technical support items, enabling auto display of answers in Elio. Contact us for any support site feedback   Community members - to continue to get updates, please click Subscribe on   Digital Support News   . If the option is greyed out, you will need to log in first. ... View more

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.    This year ASP celebrates its 22nd year of the competition.   Each site is scored by five independent judges in 22 different areas. The judges are vetted for relevant expertise and for no conflict of interest with that site. Every contestant receives a confidential site report with average scores in all 22 categories along with judges’ comments and recommendations for improving the site. In a few weeks, reports on the overall competition, overall average scores in all 22 categories, trends, benchmarks and winner’s profiles will be published. They are available to all ASP members and are available for purchase by non-members.   Al Hahn, Executive Director of ASP said, “This competition has evolved considerably since we started it over 20 years ago. In 2018, we made significant changes to our scoring as the technology and importance of self-service websites had been changing very rapidly in the last few years. User experience is now a paramount issue.”   The winning nomination from the NetApp Digital Support team reflects the team’s continuing ambition to deliver a world-class user experience. The NetApp Support Site adds the award to its continual industry recognition with previous wins in the Stevie Awards ® and previously named Association of Support Professionals Top 10 Support Award winner in large company category each year for two years previously, making this a three-year-in-a-row win for ASP.   The entry focused on the redesigned NetApp Support Site which included platform simplification and a focus on user centered design. Key features of the redesign included a holistic mobile responsive experience, an assisted support pane to provide a consistent, global way to engage in a preferred support channel, and a personalized product and site experience. Significant improvements to customer satisfaction scores and improvements in customer effort scores were realized with the implementation. Other key activities highlighted include implementation of KCS Methodology, user centered practices and optimized Agile methodology.   The association provided feedback on the win: There are many intangibles and elements that go into a great customer experience. This year the top honor goes to NetApp. This is the third year in a row that they have been a winner in our competition. They did score first in more areas than any other company, but the judges' comments tell why we think they are the best. "Best use of learning technologies in guided problem solving. These features enhance the interactive nature of the support site and make it feel more personal to the user." "Exceptionally well laid out case details page." "Best downloadable documentation." "The support home page is really nice and gives the user a customized support dashboard. It provides 'at your fingertips' info at a glance." Joe Novak, VP of Customer Support Services at NetApp said: The NetApp Support Site is at the center of our Customer Support Delivery strategy and we are very honored to receive this highly esteemed industry recognition from the ASP.  This award is the proof that this team is collectively doing the right things to elevate us above the crowd and deliver a world-class Support Experience to our NetApp customers and partners around the world. Ryan Mathews, Director of Digital Support at NetApp said: The NetApp Digital Support and IT teams have an amazing partnership and have been collaborating for more than a year to create an highly effective website from the ground up, built on NetApp technology.  Simultaneously, our Assisted Support and Community Teams have been refining their problem-solving process and sharing the knowledge of this organization via an employee-friendly process leveraging the KCSv6 methodology.  All three initiatives came together when we launched our new site to an external audience in March 2020.  We see this award as recognition that we’re improving our employee experience, customer experience, and business outcomes at the same time.  It’s a true win-win-win scenario. Learn more about the award-winning NetApp Support Site! Learn more about ASP.   Community members - to continue to get updates, please click Subscribe on Digital Support News.  If the option is greyed out, you will need to log in first.   ... View more

The NetApp Digital Support team manages the Community, Knowledge Base and NetApp Support Site. This new blog is a forum to provide ongoing information, helpful resources, and updates on digital support to you on an ongoing basis. Visit frequently or subscribe for updates including news, feature updates, critical training materials and more.   About Digital Support   Community Engage with the Community! The NetApp Community seeks to optimize the support journey by continuing to evolve and improve the technology and user experience. In the “work-from-home” era, the transparency and collaboration the Community brings to the organization continues to be key to successful customer service. It’s a great way to collaborate with other NetApp and tech enthusiasts.  Key features: Window into NetApp Connect with the A-Team Connect with digital support specialists   Knowledge Base NetApp Knowledge base (KB) is the repository of support content for all NetApp products and services. Find solutions, answers, and procedures written by technical experts. The KB site was recently redesigned with enhanced search and navigation functionalities. Articles are now easily findable to solve your issues. Visit KB to find the answers you need.   Bonus: Check out the KBTV YouTube channel for support related videos.   Support Site The NetApp Support Site is your one-stop source for digital support. Find downloads and tools, access documentation, customize your dashboard, or create a case. Gain fast access to your preferred support channel – chat, Elio, phone, or case on the support site.   Visit the NetApp Support Site today!   Learn about all the ways to find the support you need.   To continue to get updates, community members please click Subscribe on Digital Support News . If the option is greyed out, you will need to log in first. ... View more