1）Getting Started: How to subscribe to an article or product

Do you want to be notified when a particular article has been updated? Or when new articles are added to the KB? If so, you can use our subscription feature.

You can subscribe at either of the following levels:

• Article level. To subscribe to a particular article, click the subscribe icon in the article side bar. Enter your email and click submit! Any time the article you subscribed to is updated, you’ll get an email!
• Product level. If you want to know of any changes to the KB, new articles as well as updates to a particular article, subscribe at the product level.

• Click the “Contact Us” tab.
• Enter your email address.
• Select “I want to be a Product Subscriber” from the drop-down list.
• Enter the product(s) to which you want a subscription in the Question box.
• Click Submit.

Any time new articles are added or existing articles are updated, you’ll get an email!
Subscription notices are sent once a day, so you don’t need to worry about being spammed by your friendly KB team. Please note, though, that if you’ve subscribed to a particular article AND to the product associated with that article, you will receive two email notifications.
Notices arrive from scc_knowledgebase@securecomputing.com. They may get stuck in your spam filter, so check your junk folder or quarantine folder.

You can also unsubscribe at any time:

• Article level. Click the unsubscribe icon in the article side bar. Enter your email and click submit! You’ll be removed from the article subscription list.
• Product level.

• Click the “Contact Us” tab.
• Enter your email address.
• Select “Please Unsubscribe me” from the drop-down list.
• Enter the product(s) for which you want to UNsubscribe in the Question box.
• Click Submit.

You will no longer receive updates on new or revised articles for that product.

2）Getting Started: What is the History of the KB?
Secure Computing implemented its first KB in 2000 as a way to provide troubleshooting information to customers in a consistent manner. Technical Support Engineers created and posted articles as they came across frequently asked questions. There were few/no standards for the format of the files, and articles were written, revised, and maintained in an ad hoc basis.
In the summer of 2005, Secure Computing dedicated resources to managing the Knowledge Base to:

• Ensure technical accuracy of articles
• Present information in a consistent format
• Eliminate duplicate/contradictory information
• Increase the number of articles and products in the KB
• Look at ways we could make the KB a better resource for our customers

It soon became clear that the structure of our KB and the ability of “keyword search only” was limiting the way our customers could access information and we began to look for ways to improve the KB.
In the spring of 2006, we found that solution and began the migration of articles, going live with our new KB administration tool and customer interface in September of 2006. Our new customer interface allows our customers to:

• Perform a multitude of searches; including natural language, Boolean, and keyword searches.
• Search across products as well as within a particular product.
• Search our full complement of Product Documentation as well as Technical articles.
• Provide feedback on particular articles and request new articles.
• Link to our web ticketing system.
• Link to web-based training for our products.

Today, the KB contains approximately 2500 articles and receives about 4000 visitors each month.
The KB Team here at Secure is dedicated to:

• Creating new articles to address new issues
• Updating existing articles
• Adding new links and features

Our goal is to ensure the SecureSupport KB remains a vital and relevant resource for our customers.
-- The Secure Computing KB Team.

3）Getting Started: How can I contribute to the KB?

How can I contribute to the KB?

You can contribute to the KB in a couple of ways:

• Use the “Contact Us” tab at the top of the KB window.
• Use the "suggestions" box in the article information bar.

If you've searched the KB for an article and don't find what you're looking for, you can request a new article.

• Click the Contact Us tab at the top of the KB window.
• Enter your email address.
• Select the appropriate "new article" option from the drop-down list.
• Enter some details about the article you're requesting in the "question" box.
  Note: It's important to be as specific as possible here.
• Click Submit. Your request is sent to the KB team, who will work on your article request.

Our goal is to post articles that come from customer requests within two weeks.

If you've found an article, but determine it's not as helpful as you think it could be, use the "suggestions" box.
Examples might include:

• typos
• a missing (or an extra) step in a procedure
• the procedure doesn't seem to apply to your version of the product

Enter your suggestion/correction and then click Submit.
Using the article information bar, you can also:

• Tell the KB staff whether the article solved your problem/issue. Click Yes or No and then click Submit.
• Rate the article on a scale of 1-5, with 5 being the most helpful and 1 being the least helpful. Select an article rating and then click Submit.

(A message appears in the article information bar thanking you for your feedback.)