Game Guides Archive
Thread: See a question being asked a lot? Submit it to the Knowledge Base!
Page 1 of 3
Randonb
Tue Mar 16, 2004 11:47 pm
#1
As many of you have found out already, the team is updating the Knowledge Base. If you don't know what it is, you can find it by pressing Ctrl + H to bring up the Holocron, and clicking the "Knowledge Base" button. Alternatively, you can peruse the online version here. They both have exactly the same content.
In game help in video games is historically inadequate. SWG aims to change that trend. The Knowledge Base is a really neat tool, but it is only as good as the information we put in it. Customer Service answers a lot of tickets that they shouldn't have to. Basic questions or complaints about bugs that don't really exist - the players simply don't understand the system they are inquiring about, becausenobodyinformed them!With the Knowledge Base, they can easily ask a question and (hopefully) get a meaningful answer. The fewer extraneous tickets that the CSR team has to deal with, the faster response time is for issues that really require personal assistance. That's something even time honored veterans can appreciate.
If you want to contribute, you may want to work through the threads on each Profession forum (the threads are stickied near the top). For questions that don't clearly belong to any given profession, youcan head over to the Core Systemsforum. Before submitting your question for review, you may want to ask the Knowledge Base yourself. That is, after all, the whole idea. 
Thanks!
Message Edited by Randonb on 03-17-2004 12:51 AM
biwan:
CSRDavidF
Wed Mar 17, 2004 8:30 am
#3
Randonb wrote:
As many of you have found out already, the team is updating the Knowledge Base. If you don't know what it is, you can find it by pressing Ctrl + H to bring up the Holocron, and clicking the "Knowledge Base" button. Alternatively, you can peruse the online version here. They both have exactly the same content.
In game help in video games is historically inadequate. SWG aims to change that trend. The Knowledge Base is a really neat tool, but it is only as good as the information we put in it. Customer Service answers a lot of tickets that they shouldn't have to. Basic questions or complaints about bugs that don't really exist - the players simply don't understand the system they are inquiring about, becausenobodyinformed them!With the Knowledge Base, they can easily ask a question and (hopefully) get a meaningful answer. The fewer extraneous tickets that the CSR team has to deal with, the faster response time is for issues that really require personal assistance. That's something even time honored veterans can appreciate.
If you want to contribute, you may want to work through the threads on each Profession forum (the threads are stickied near the top). For questions that don't clearly belong to any given profession, youcan head over to the Core Systemsforum. Before submitting your question for review, you may want to ask the Knowledge Base yourself. That is, after all, the whole idea.
Thanks!
Message Edited by Randonb on 03-17-2004 12:51 AM
Thank you for posting this Randonb! The Knowledge Base is now more visible with Publish 7 and is improving every day. Literally thousands of high quality entries have been made into the Knowledge Base in the past few weeks, most driven by player suggestions. We're definately listening to what you want to know more about and working to get it in the Knowledge Base.
The exciting thing about the KB is how very easy it is to update itand put new information into it. Questions you ask today could very well be live and searchable in the game tomorrow. Thank you for all of your support and your questions as we work to make this feature work for you.
bengland
Sun Apr 04, 2004 10:05 am
#4
How about the developers post an up to date policy. If the CSR's are going to be harrassing players for breaking the "Play Nice Policy", why don't you post this obscure document for us to know what we are breaking. Are we not allowed to loot Krayts all day because this may not be playing nice with other hunters? Are we not allowed to go to the Geonosian Cave and kill the mobs all day because this is not playing nice with others? Where is this obscure document and why are people being sited for breaking it, if it doesn't exist, or isn't available for the players to see? Is it just a Catch All phrase for CSR's to site anyone ingame for anything they want?
Randonb
Sun Apr 04, 2004 7:39 pm
#5
Xconxors
Sat May 15, 2004 5:32 am
#9
How sad that we can only access information with a search-string. If that database were accessable via chapters, tabs, catagories- anything! We could then find out about silly things like how a vendor's store room is NOT a store room before its too late.
Critical details like that need to be made available in a fashion that allows the informed player tolearn without having to plug in 1000 search words in the hope of getting all the info from that database. It's great if you have a question- but what if you just want to prevent tripping over a rule that can bite you? You cant anticipate questions like that...
WarlordRhawn
Fri Jun 11, 2004 10:43 am
#10
I have one for you, first the background.
the /movefurniture up <number> command for whatever reason was broke in the area which my house was placed. So I searched the knowledgebase and found nothing. I then went to your Customer Service guy in the chatroom because that seems to be the only way to reach a CSR while your online. Anyway Douglas told me there was a fix and to submit a ticket. O'k I submit a ticket. I talk to two other CSR's both told me essentially this is a known issue, the command is broke delete the ticket. I was persistant and kept tell him them that the CSR said there was a fix and finally I got to a sterling CSR who informed me that the fix to /moveFurniture when the normal command is broke is to put /moveFurniture up up. While this moves it up a set amount, with the /movedown command you can work around this bug.
I would advise you to put this into the knowledge base asthere are quite a few people who are experiencing this bug and it would indeed be nice to be able to self help and get the answer without having to go through the ignorant CSR route in hopes that one of the truely helpful CSR's finds your ticket and solves your issue.
Thank you CSRDouglas and Jeremy.
Natanial Storm
Teuvan
Sun Jun 27, 2004 1:58 am
#11
OMGWTF GREEN NAME?!?! That is the first time I have ever seen a green name... Some kind of reward or what?
*extended* The poster above me had a bright green name and the title "jedi". It isn't there any more and there are now reports of similar things on other boards.
Message Edited by Teuvan on 07-01-2004 03:51 AM
Rooks
Tue Jun 29, 2004 5:13 am
#12
Teuvan wrote:
OMGWTF GREEN NAME?!?! That is the first time I have ever seen a green name... Some kind of reward or what?
Huh?
Page 1 of 3