Merchant Archive
Thread: Knowledge Base Update
Message Edited by DocSavag on 02-24-2004 02:58 PM
Message Edited by DocSavag on 02-26-2004 07:38 PM
DocSavag wrote:
The CSR's responsible for maintaining the Knowledgebase have asked us to assist getting the KB up to date and adding any information that is missing or inaccurate.
I had tried the KB a couple of times in the past and found it useless, just did again with the same impression.
I think the key thing it could contain is a list of known bugs. I put in a query for "known bugs" and got no list, just a few random looking items none of which matched the query in any identifyable way.
I tried asking about one of the issues to which customer service (reportedly) responds "Sorry, that is a known bug, but we cannot replace your items." In particular my query was "Lost items retrieving from vendor stockroom". I did not get the expected response that currently you must have inventory space for all of the items retrieved at one time or you will lose some of them.
What I did get was a list of vendor related questions. One of these read "When I remove items from my stockroom, where do they go?" It sounded close, so I picked it. The response was "Items that are removed from the stockroom are moved into your inventory. You can then opt to resell them or use them as you see fit." There was no mention of the black hole they disappear into should your inventory fill before all are retrieved.
It is also worth noting that the response is misleading by suggesting that you need to retrieve before you can resell when, in fact, you can resell directly from the stockroom (into the vendor the item is currently in, not necessarily the one you are looking at).
I do suspect that current bugs are not appropriate for their concept of the KB. That would require continuous maintainance, which I doubt they are interested in funding. However, that would be the most valuable content for experienced players. It does make it a little unclear though how customer service knows about "known bugs" if no list actually exists.
The normal retrieval route offered by your link does not allow for an answer to whether anything is missing without doing a specific search for every item one can think of. Ifthe CSR'sreally want an answer to that question, they would be better off puttingout a listing of the entire contents. From the rate of duplication from random queries I would say that there are only a few hundred entries at most.
BTW, the system keeps giving Everquest questions in its list. I clicked on a random one "Everquest: How do I find merchants in town" and got an error "Microsoft VBScript runtime error '800a000d' "
The system needs a lot of help, perhaps they could spend a few thousand dollars and have a tech writer transcribe the various guides and bug reports into it. It might be money better spent than answering the phone all the time.
DocSavag wrote:
The CSR's responsible for maintaining the Knowledgebase have asked us to assist getting the KB up to date and adding any information that is missing or inaccurate. Your help would be appreciated in this effort. If you get a chance take a look at the knowledge base and post here with any issues or new information. Please save any complaints, feature requests, flames, general comments for other threads and try to keep this on free just for updates and new information for the KB.
You can access the knowledgebase in two ways:
2. In Game: Bring Up the Holocron (Usually CTRL H) then select the "Customer Service" button at the bottom left. The Services window that comes up defaults to the Knowledge Base tab.
When reporting a correction for a current article please include the Article ID and/or Title of the Article so it can be located easily for updating.
Thanks for your assistance in this project. Ultimately this helps everyone becuase the more answers that can be found there the fewer have to be answered either by us here or the CSR's on the phone or in game.
Message Edited by DocSavag on 02-24-2004 02:58 PM
Thank you for kicking off this post DocSavag. The Knowledge Base in game is quickly growing to cover more and more topics and provide the most accurate information possible. On a daily basis entries are published to the Knowledge Base and any errors that are located are fixed and published.ffice
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The exciting thing about the Knowledge Base is that the response time for the entries can be so swift. If you locate an error in the Knowledge Base and bring it to your correspondent we can fix it and have the corrected version in game within hours or even minutes of receiving that information. Any gaps in the Knowledge Base can also be quickly filled.
I’ve asked your correspondent to start a thread like this for two reasons. First the Knowledge Base is very important to us, but right now it is under utilized. I’m working with the Correspondents and the Developers to increase awareness for the Knowledge Base. Soon we’ll be changing some things in game to make the Knowledge Base a lot more visible.
That brings me to my second reason for coming to you – information that is as complete and accurate as possible. When the Knowledge Base becomes more prominent it will be vital for it to be as complete and accurate as possible. We have been working internally and with the Correspondent program to comb the Knowledge Base and add new entries. We would really appreciate it if you could point out anything that you find to be in error, out dated, or simply missing. If you think a question needs to be asked that’s not here please post it, or send it directly to your correspondent. We’ll work to get as many into the Knowledge Base as we can.
Thank you for your support and we really hope that you find the Knowledge Base to be a useful source of information. Please keep in mind that the Knowledge Base is intended to provide information about systems and policies but will not provide direct spoilers.
Haruspex77 wrote:
DocSavag wrote:
The CSR's responsible for maintaining the Knowledgebase have asked us to assist getting the KB up to date and adding any information that is missing or inaccurate.
I had tried the KB a couple of times in the past and found it useless, just did again with the same impression.
I think the key thing it could contain is a list of known bugs. I put in a query for "known bugs" and got no list, just a few random looking items none of which matched the query in any identifyable way.
I tried asking about one of the issues to which customer service (reportedly) responds "Sorry, that is a known bug, but we cannot replace your items." In particular my query was "Lost items retrieving from vendor stockroom". I did not get the expected response that currently you must have inventory space for all of the items retrieved at one time or you will lose some of them.
What I did get was a list of vendor related questions. One of these read "When I remove items from my stockroom, where do they go?" It sounded close, so I picked it. The response was "Items that are removed from the stockroom are moved into your inventory. You can then opt to resell them or use them as you see fit." There was no mention of the black hole they disappear into should your inventory fill before all are retrieved.
It is also worth noting that the response is misleading by suggesting that you need to retrieve before you can resell when, in fact, you can resell directly from the stockroom (into the vendor the item is currently in, not necessarily the one you are looking at).
I do suspect that current bugs are not appropriate for their concept of the KB. That would require continuous maintainance, which I doubt they are interested in funding. However, that would be the most valuable content for experienced players. It does make it a little unclear though how customer service knows about "known bugs" if no list actually exists.
The normal retrieval route offered by your link does not allow for an answer to whether anything is missing without doing a specific search for every item one can think of. Ifthe CSR'sreally want an answer to that question, they would be better off puttingout a listing of the entire contents. From the rate of duplication from random queries I would say that there are only a few hundred entries at most.
BTW, the system keeps giving Everquest questions in its list. I clicked on a random one "Everquest: How do I find merchants in town" and got an error "Microsoft VBScript runtime error '800a000d' "
The system needs a lot of help, perhaps they could spend a few thousand dollars and have a tech writer transcribe the various guides and bug reports into it. It might be money better spent than answering the phone all the time.
Actually we will be having a "Known Issues" Knowledge Base entry in the near future. It is not, however, currently active. We'll announce when that goes live but we expect it to be with Publish 7. Thank you for the feedback and if you find particular entries that need additional information, or topics that are not present please post them here or in the focus thread Q3PO started here:
http://forums.station.sony.com/swg/board/message?board.id=in_testing&message.id=4426