katiepbussey
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Joined 7 years ago
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2020 Customer Awards: Flexera - The Accelerator
Company: Flexera Company background: Flexera helps enterprises optimize their technology footprint and realize IT’s full potential to accelerate their businesses. Our online community connects our more than 50,000 global customers and 1300+ team members to achieve their organization’s goals and have a positive, streamlined experience. Contact: Katie Paffhouse Bussey Title: Digital Community Manager Related URLs: https://community.flexera.com/t5/Flexera-Community/ct-p/Flexera_Community Kudos Category: The Accelerator 1. Please describe your company and your initiative. Flexera helps enterprises optimize their technology footprint and realize IT’s full potential to accelerate their businesses. Our online community connects our more than 50,000 global customers and 1300+ team members to achieve their organization’s goals and have a positive, streamlined experience. 2. What was the “before” state? What challenges did you have to overcome? Flexera launched a support modernization overhaul in 2019. Customers believed Flexera did not partner with them to quickly address issues and our failing, inactive community reinforced this storyline. We needed to change the storyline and truly embrace supporting our customers in an online environment. 3. What were the results? In the 12 months post launch, we have achieved $5 million savings in case deflection. Members receive answers from top subject matter experts (employee, customer, and partner) in less than one day. We’ve seen over a 60% increase in search behavior with over 16,000 searches per month, a 30% increase in referrals from third-party search engines, and see an average of 900 posts per month. We think our customers say it best – as one contributor said: “The community provides a place to get to the right information right away.”LI Developer Needed for Short term
Hi! We are nearing a launch and in need of a developer who is experienced in Lithium work. We need to hire through upwork - we can provide a link if someone is interested. Does anyone know if there a job board where I should put this? (and HUGE bonus if experience with Salesforce integration)Re: Top Solution Leaderboard API code help?
luk - it is indeed more complex than thought! I appreciate you detailing possible paths. Some answers: - Do you want a leaderboard for EACH category you have, e.g. the top-solution-authors WITHIN each category, or a leaderboard aggregating top-solution-authors over the entire community? I'd be looking for the entire community - for instance: Top Category Division One Subcategory A Subcategory B Subcategory C - staff only section. I'd want the leaderboard here to pull all activity from this Division One Category, or at least subcategory A &B Division Two Subcategory A Subcategory B etc - As a consequence of the last question: Is there a single or multiple leaderboards? For now, single leaderboard. There may be a usecase for us to separate by internal departments (which I'd plan to do via roles) - You write "I'd hope this leaderboard would show in a separate category for staff" => As I understand that you have an "internal" area within your community, that is locked down with a certain role and can only be accessed by staff, and that is where you would like to display that leaderboard or leaderboards? => yes would mean using the OOB component is not an option. You got it right - it would be locked down - Is your internal/staff category a top-level-category (e.g. directly under the community node)? Unfortunately, noTop Solution Leaderboard API code help?
Hi, all - I'm an amateur in this space, so appreciate the guidance. I have a pipe dream of surfacing our a leaderboard for internal staff who participate in different categories throughout the community. I'd hope this leaderboard would show in a separate category for staff. [Note - all categories are under the same top level category] I've been using the top kudoed authors API for inspiration but am striking out. Any sages out there willing to help me troubleshoot? Thanks! <table> <#assign query = "SELECT author FROM messages WHERE is_solution = true ORDER BY is_solution(weight) DESC LIMIT 9"> <#assign authors = rest("2.0","/search?q=" + query?url).data.items![] /> <#list authors as author> <tr> <td style="padding: 10px"> <img src="${author.avatar.profile}" class="lia-user-avatar-message"> </td> <td style="padding-right: 10px"><a href="${author.view_href}"> ${author.login}</a></td> </tr> </#list> </table>
