What would you think if you could …

• Access step-by-step technical papers and videos that explain how to use Laserfiche software?
• Figure out what the error on your screen means?
• Get information straight from developers about why products are the way they are and how they’re supposed to function?
• Take your suggestions for our products directly to our programmers?

You might not know it already, but you can find all of this and more on the Laserfiche Support Site!

You’ll need an account to log in, which you or your administrator can create with your personal information and your product serial number.

• To find your product serial number, select your server in the Laserfiche Administration Console; the right pane will display server information, including the serial number.

Once you have an account, resources available at support.laserfiche.com will be open to you.

On all pages of the Support Site, you’ll find a toolbar across the top for navigation and a search bar on the left, which gives you different options for searching and filtering, depending on which page you’re on. On the home page, you also have a box of quick links or shortcuts to useful sub-pages—such as the Presentation link, where you’ll find PowerPoint files from the 2009 Laserfiche Institute Conference sessions posted.

The links on the toolbar take you to major sections of the site, each of which gives you specific information.

Knowledge Base (KB) page

The Knowledge Base is a collection of targeted information on a specific topic. Primarily, KB articles come in five flavors: hotfixes, where we release code that you run to fix an issue; errors, where we tell you how to resolve them; info, such as supported scanners; issues, such as known problems with third-party plugins, scanners, etc; and how-tos, which give you additional information about how to do something. KB information is entirely based on Support cases—it’s where we can share with you what other users of the software have encountered.

• Mostly, you’re going to search for KB entries, and we recommend entering error messages in full into the search field.

Downloads page

This page displays the five most recent downloads—items such as product releases or utilities—that you can view. More downloads are available by clicking on the “See All Downloads” link. Note that if “Requires LSAP” appears next to a download, that means you must have active Laserfiche Software Assurance Program for that product to access that download.

Education page

This section contains tech papers, white papers, best practices papers, training guides, and videos. This is where you go if you’re looking for help doing something, or would like to learn more about a particular product.

• You’re more likely to filter and browse for material in this section, and the search bar gives you a variety of options, such as Filter by Product (e.g., Workflow 8), Filter by Category (e.g., Training Video), and Filter by File Type (e.g., PPT).

Developer (Code Library) page

The Code Library contains information, samples, and code snippits that let you create or customize your own Toolkit applications or other customized content. These items also suggest further modifications, “next steps” you can take, and opportunities to learn what else you can do and how to do it.

Training page

This link takes you to the Laserfiche Institute Regional User Training page where you can find schedules for when training will be offered, and where, throughout the year.

Forums page

The forums offer you an opportunity to talk with and ask questions of the Laserfiche community. Not only can you get advice and discuss your Laserfiche system with your peers, but you can also talk directly with Laserfiche developers, quality assurance team, user education, support, and sales and marketing.

• The most important section is the product focus center—this is where you ask questions and suggest new features—and if you’re suggesting a new feature, be sure to tell us what it would be used for, how to use it, and why it’s a valuable feature.

For more information about what’s available on the Laserfiche Support Site, and how to find it, see the Guide to the Laserfiche Support Site white paper, which is also available at the top of the Support Site home page.

We welcome suggestions about how we can improve the resources we’re offering you. Please leave a comment on this story if you have ideas to share.

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Posted on Tuesday, February 10th, 2009 at 5:34 pm under Support, UserNews. You can comment on this post.