Application delivery specialist Blue Coat Systems Inc has worked up a new approach to online support that uses a knowledge management system to provide on-premise technical and service engineers with a means to search and access technical, solution and product content regardless of its location or format.
An online portal provides users with a channel for the downloading of latest software and documentation, or to search security advisories, submit and track service requests, and license or activate products, the company said.
As a part of the BlueTouch Online development, Blue Coat support engineers, product developers and people in technical services marketing can author guides and advisories based on best practices answers from discussion forums, product documentation and technical briefs.
