Veritas-bu

[Veritas-bu] New Search Solution from Symantec Enterprise Technical Services

2006-05-17 11:23:54
Subject: [Veritas-bu] New Search Solution from Symantec Enterprise Technical Services
From: BBahnmiller AT pier1 DOT com (Bahnmiller, Bryan)
Date: Wed, 17 May 2006 10:23:54 -0500
This is a multi-part message in MIME format.

------_=_NextPart_001_01C679C5.E8BBB60A
Content-Type: text/plain;
        charset="us-ascii"
Content-Transfer-Encoding: quoted-printable

Bob,

  I've tried your link. It looks like they have finally broken the
keyword search completely. I and my co-workers have found the new search
completely useless. I think I've managed to find 1 answer out of maybe
100 queries.=20

  I have sent my feedback to Symantec. I told them that the natural
language query might work for Joe average user of NAV, but when I'm
trying to do a keyword search off of a specific error message, it is
useless.

  Maybe I'm just to old to get used to change, but this change in the
support site has completely thrown me.

=20

Bryan Bahnmiller

ISD Business Continuity

Pier 1 Imports, Inc

817-252-8570

________________________________

From: veritas-bu-admin AT mailman.eng.auburn DOT edu
[mailto:veritas-bu-admin AT mailman.eng.auburn DOT edu] On Behalf Of Bob Stump
Sent: Monday, May 15, 2006 11:55 AM
To: veritas-bu AT mailman.eng.auburn DOT edu
Subject: [Veritas-bu] New Search Solution from Symantec Enterprise
Technical Services

=20

If you don't like the engine touted in technote 282968 below, you can
still access the Boolean search engine at this link:

http://seer.support.veritas.com/NAV_BAR/clustersearch.asp?ddProduct=3DNBU=
E
SVR&crumb=3Don

=20

=20

=20

=20

New Search Solution from Symantec Enterprise Technical Services

http://support.veritas.com/docs/282968

=20

Details:

Enterprise Support Customers-=20

We are pleased to announce the release of the first phase of a new era
of enterprise level technical support. As a result of customer
satisfaction surveys and feedback collected from various customer
channels we are building a more robust self-service experience for you,
our enterprise support customers. The first, and most visible, part of
this new experience is the introduction of an entirely new search engine
designed to bring you the right answer faster and more reliably than
ever before.=20

This new search engine is based on Natural Language Processing (NLP)
technology.  Unlike an imprecise keyword search engine, our new NLP
works best when it has more details.  For example, in the past, a search
for "drivers" might have yielded a range of documents related to the
download, installation, update, or driver related errors on a target
system. There were too many results, and the required document may have
been far down the list, requiring valuable time and effort scanning
results.=20

With the new search engine, you are free to ask for exactly what you
want and limit the results to only those that matter. For example, if
you are looking to download drivers ask "Where can I download tape
device drivers for Backup Exec version 10?" and get just a few very
specific documents in return.  As mentioned above, our new search is a
Natural Language Processing search engine and works better with
questions or phrases than with a keyword style search. Providing more
words is better, and questions or multiple keywords will elicit better
results than one or two key words.

For further tips please click on the "Search Tips" link on the
Enterprise Support landing page.

In the end, our mission is to deliver the right answer as the top result
for your specific question. Your issue - your words - your answer. Quick
and painless problem resolution at a pace we expect will set a new
industry standard.

On behalf of the Engineers and Management at Symantec Corporation, thank
you again for your loyalty and patience as we undertake this ambitious
project. =20

Symantec Software Enterprise Technical Support


------_=_NextPart_001_01C679C5.E8BBB60A
Content-Type: text/html;
        charset="us-ascii"
Content-Transfer-Encoding: quoted-printable

<html xmlns:v=3D"urn:schemas-microsoft-com:vml" =
xmlns:o=3D"urn:schemas-microsoft-com:office:office" =
xmlns:w=3D"urn:schemas-microsoft-com:office:word" =
xmlns:st1=3D"urn:schemas-microsoft-com:office:smarttags" =
xmlns=3D"http://www.w3.org/TR/REC-html40";>

<head>
<META HTTP-EQUIV=3D"Content-Type" CONTENT=3D"text/html; =
charset=3Dus-ascii">
<meta name=3DGenerator content=3D"Microsoft Word 11 (filtered medium)">
<!--[if !mso]>
<style>
v\:* {behavior:url(#default#VML);}
o\:* {behavior:url(#default#VML);}
w\:* {behavior:url(#default#VML);}
.shape {behavior:url(#default#VML);}
</style>
<![endif]--><o:SmartTagType
 namespaceuri=3D"urn:schemas-microsoft-com:office:smarttags" =
name=3D"City"/>
<o:SmartTagType =
namespaceuri=3D"urn:schemas-microsoft-com:office:smarttags"
 name=3D"place"/>
<o:SmartTagType =
namespaceuri=3D"urn:schemas-microsoft-com:office:smarttags"
 name=3D"PersonName"/>
<!--[if !mso]>
<style>
st1\:*{behavior:url(#default#ieooui) }
</style>
<![endif]-->
<style>
<!--
 /* Font Definitions */
 @font-face
        {font-family:Courier;
        panose-1:2 7 4 9 2 2 5 2 4 4;}
@font-face
        {font-family:Tahoma;
        panose-1:2 11 6 4 3 5 4 4 2 4;}
@font-face
        {font-family:"Arial Narrow";
        panose-1:2 11 5 6 2 2 2 3 2 4;}
 /* Style Definitions */
 p.MsoNormal, li.MsoNormal, div.MsoNormal
        {mso-margin-top-alt:auto;
        margin-right:0in;
        mso-margin-bottom-alt:auto;
        margin-left:0in;
        font-size:12.0pt;
        font-family:"Times New Roman";
        mso-believe-normal-left:yes;}
a:link, span.MsoHyperlink
        {color:blue;
        text-decoration:underline;}
a:visited, span.MsoHyperlinkFollowed
        {color:blue;
        text-decoration:underline;}
span.EmailStyle19
        {mso-style-type:personal-reply;
        font-family:Arial;
        color:navy;}
@page Section1
        {size:8.5in 11.0in;
        margin:1.0in 1.25in 1.0in 1.25in;}
div.Section1
        {page:Section1;}
-->
</style>
<![if mso 9]>
<style>
p.MsoNormal
        {margin-left:3.0pt;}
</style>
<![endif]>
</head>

<body lang=3DEN-US link=3Dblue vlink=3Dblue =
style=3D'margin-left:3.0pt;margin-top:3.0pt;
margin-right:3.0pt;margin-bottom:.75pt'>

<div class=3DSection1>

<p class=3DMsoNormal><font size=3D2 color=3Dnavy face=3DCourier><span =
style=3D'font-size:
10.0pt;font-family:Courier;color:navy'>Bob,<o:p></o:p></span></font></p>

<p class=3DMsoNormal><font size=3D2 color=3Dnavy face=3DCourier><span =
style=3D'font-size:
10.0pt;font-family:Courier;color:navy'>&nbsp; I&#8217;ve tried your =
link. It looks
like they have finally broken the keyword search completely. I and my
co-workers have found the new search completely useless. I think =
I&#8217;ve
managed to find 1 answer out of maybe 100 queries. =
<o:p></o:p></span></font></p>

<p class=3DMsoNormal><font size=3D2 color=3Dnavy face=3DCourier><span =
style=3D'font-size:
10.0pt;font-family:Courier;color:navy'>&nbsp; I have sent my feedback to =
Symantec. I
told them that the natural language query might work for Joe average =
user of
NAV, but when I&#8217;m trying to do a keyword search off of a specific =
error
message, it is useless.<o:p></o:p></span></font></p>

<p class=3DMsoNormal><font size=3D2 color=3Dnavy face=3DCourier><span =
style=3D'font-size:
10.0pt;font-family:Courier;color:navy'>&nbsp; Maybe I&#8217;m just to =
old to get
used to change, but this change in the support site has completely =
thrown me.<o:p></o:p></span></font></p>

<p class=3DMsoNormal><font size=3D2 color=3Dnavy face=3DCourier><span =
style=3D'font-size:
10.0pt;font-family:Courier;color:navy'><o:p>&nbsp;</o:p></span></font></p=
>

<div>

<p class=3DMsoNormal><font size=3D2 color=3Dnavy face=3DCourier><span =
style=3D'font-size:
10.0pt;font-family:Courier;color:navy'>Bryan =
Bahnmiller</span></font><font
color=3Dnavy face=3DCourier><span =
style=3D'font-family:Courier;color:navy'><o:p></o:p></span></font></p>

<p class=3DMsoNormal><font size=3D2 color=3Dnavy face=3DCourier><span =
style=3D'font-size:
10.0pt;font-family:Courier;color:navy'>ISD Business =
Continuity</span></font><font
color=3Dnavy face=3DCourier><span =
style=3D'font-family:Courier;color:navy'><o:p></o:p></span></font></p>

<p class=3DMsoNormal><font size=3D2 color=3Dnavy face=3DCourier><span =
style=3D'font-size:
10.0pt;font-family:Courier;color:navy'>Pier 1 Imports, =
Inc</span></font><font
color=3Dnavy face=3DCourier><span =
style=3D'font-family:Courier;color:navy'><o:p></o:p></span></font></p>

<p class=3DMsoNormal><font size=3D2 color=3Dnavy face=3DCourier><span =
style=3D'font-size:
10.0pt;font-family:Courier;color:navy'>817-252-8570</span></font><font
face=3DCourier><span =
style=3D'font-family:Courier'><o:p></o:p></span></font></p>

</div>

<div>

<div class=3DMsoNormal align=3Dcenter =
style=3D'margin:0in;margin-bottom:.0001pt;
text-align:center'><font size=3D3 face=3DCourier><span =
style=3D'font-size:12.0pt;
font-family:Courier'>

<hr size=3D2 width=3D"100%" align=3Dcenter tabindex=3D-1>

</span></font></div>

<p class=3DMsoNormal style=3D'margin:0in;margin-bottom:.0001pt'><b><font =
size=3D2
face=3DTahoma><span =
style=3D'font-size:10.0pt;font-family:Tahoma;font-weight:bold'>From:</spa=
n></font></b><font
size=3D2 face=3DTahoma><span =
style=3D'font-size:10.0pt;font-family:Tahoma'> <st1:PersonName
w:st=3D"on">veritas-bu-admin AT mailman.eng.auburn DOT edu</st1:PersonName> =
[mailto:<st1:PersonName
w:st=3D"on">veritas-bu-admin AT mailman.eng.auburn DOT edu</st1:PersonName>] =
<b><span
style=3D'font-weight:bold'>On Behalf Of </span></b>Bob Stump<br>
<b><span style=3D'font-weight:bold'>Sent:</span></b> Monday, May 15, =
2006 11:55
AM<br>
<b><span style=3D'font-weight:bold'>To:</span></b>
veritas-bu AT mailman.eng.auburn DOT edu<br>
<b><span style=3D'font-weight:bold'>Subject:</span></b> [Veritas-bu] New =
Search
Solution from Symantec Enterprise Technical =
Services</span></font><o:p></o:p></p>

</div>

<p class=3DMsoNormal><font size=3D3 face=3D"Times New Roman"><span =
style=3D'font-size:
12.0pt'><o:p>&nbsp;</o:p></span></font></p>

<div>

<p class=3DMsoNormal style=3D'margin:0in;margin-bottom:.0001pt'><font =
size=3D2
face=3DTahoma><span style=3D'font-size:10.0pt;font-family:Tahoma'>If you =
don't like
the engine touted in technote 282968 below, you can still access the =
Boolean
search engine at this link:<o:p></o:p></span></font></p>

</div>

<div>

<p class=3DMsoNormal style=3D'margin:0in;margin-bottom:.0001pt'><font =
size=3D2
face=3DTahoma><span style=3D'font-size:10.0pt;font-family:Tahoma'><a
href=3D"http://seer.support.veritas.com/NAV_BAR/clustersearch.asp?ddProdu=
ct=3DNBUESVR&amp;crumb=3Don">http://seer.support.veritas.com/NAV_BAR/clus=
tersearch.asp?ddProduct=3DNBUESVR&amp;crumb=3Don</a><o:p></o:p></span></f=
ont></p>

</div>

<div>

<p class=3DMsoNormal style=3D'margin:0in;margin-bottom:.0001pt'><font =
size=3D2
face=3DTahoma><span =
style=3D'font-size:10.0pt;font-family:Tahoma'>&nbsp;<o:p></o:p></span></f=
ont></p>

</div>

<div>

<p class=3DMsoNormal style=3D'margin:0in;margin-bottom:.0001pt'><font =
size=3D2
face=3DTahoma><span =
style=3D'font-size:10.0pt;font-family:Tahoma'>&nbsp;<o:p></o:p></span></f=
ont></p>

</div>

<div>

<p class=3DMsoNormal style=3D'margin:0in;margin-bottom:.0001pt'><font =
size=3D2
face=3DTahoma><span =
style=3D'font-size:10.0pt;font-family:Tahoma'>&nbsp;<o:p></o:p></span></f=
ont></p>

</div>

<div>

<p class=3DMsoNormal style=3D'margin:0in;margin-bottom:.0001pt'><font =
size=3D2
face=3DTahoma><span =
style=3D'font-size:10.0pt;font-family:Tahoma'>&nbsp;<o:p></o:p></span></f=
ont></p>

</div>

<div>

<p class=3DMsoNormal style=3D'margin:0in;margin-bottom:.0001pt'><font =
size=3D2
face=3DTahoma><span style=3D'font-size:10.0pt;font-family:Tahoma'>New =
Search
Solution from Symantec Enterprise Technical =
Services<o:p></o:p></span></font></p>

</div>

<div>

<p class=3DMsoNormal style=3D'margin:0in;margin-bottom:.0001pt'><font =
size=3D2
face=3DTahoma><span style=3D'font-size:10.0pt;font-family:Tahoma'><a
href=3D"http://support.veritas.com/docs/282968";>http://support.veritas.co=
m/docs/282968</a><o:p></o:p></span></font></p>

</div>

<div>

<p class=3DMsoNormal style=3D'margin:0in;margin-bottom:.0001pt'><font =
size=3D2
face=3DTahoma><span =
style=3D'font-size:10.0pt;font-family:Tahoma'>&nbsp;<o:p></o:p></span></f=
ont></p>

</div>

<div>

<p class=3DMsoNormal style=3D'margin:0in;margin-bottom:.0001pt'><span
class=3Dbodytoolboxheader><b><font size=3D2 color=3D"#990000" =
face=3D"Arial Narrow"><span
style=3D'font-size:10.0pt;font-family:"Arial =
Narrow";color:#990000;font-weight:
bold'>Details:</span></font></b></span><font size=3D2 =
face=3DTahoma><span
style=3D'font-size:10.0pt;font-family:Tahoma'><o:p></o:p></span></font></=
p>

<div>

<p class=3DMsoNormal =
style=3D'margin:0in;margin-bottom:.0001pt'><st1:City =
w:st=3D"on"><st1:place
 w:st=3D"on"><font size=3D2 face=3DTahoma><span =
style=3D'font-size:10.0pt;font-family:
  Tahoma'>Enterprise</span></font></st1:place></st1:City><font size=3D2
face=3DTahoma><span style=3D'font-size:10.0pt;font-family:Tahoma'> =
Support
Customers- <br>
<br>
We are pleased to announce the release of the first phase of a new era =
of
enterprise level technical support. As a result of customer satisfaction
surveys and feedback collected from various customer channels we are =
building a
more robust self-service experience for you, our enterprise support =
customers.
The first, and most visible, part of this new experience is the =
introduction of
an entirely new search engine designed to bring you the right answer =
faster and
more reliably than ever before. <br>
<br>
This new search engine is based on Natural Language Processing (NLP)
technology. &nbsp;Unlike an imprecise keyword search engine, our new NLP =
works
best when it has more details. &nbsp;For example, in the past, a search =
for
&#8220;drivers&#8221; might have yielded a range of documents related to =
the
download, installation, update, or driver related errors on a target =
system.
There were too many results, and the required document may have been far =
down
the list, requiring valuable time and effort scanning results. <br>
<br>
With the new search engine, you are free to ask for exactly what you =
want and
limit the results to only those that matter. For example, if you are =
looking to
download drivers ask &#8220;Where can I download tape device drivers for =
Backup
Exec version 10?&#8221; and get just a few very specific documents in =
return.
&nbsp;As mentioned above, our new search is a Natural Language =
Processing
search engine and works better with questions or phrases than with a =
keyword
style search. Providing more words is better, and questions or multiple
keywords will elicit better results than one or two key words.<br>
<br>
For further tips please click on the &#8220;Search Tips&#8221; link on =
the
Enterprise Support landing page.<br>
<br>
In the end, our mission is to deliver the right answer as the top result =
for
your specific question. Your issue - your words - your answer. Quick and
painless problem resolution at a pace we expect will set a new industry
standard.<br>
<br>
On behalf of the Engineers and Management at Symantec Corporation, thank =
you
again for your loyalty and patience as we undertake this ambitious =
project.
&nbsp;<br>
<br>
Symantec Software <st1:City w:st=3D"on"><st1:place =
w:st=3D"on">Enterprise</st1:place></st1:City>
Technical Support<o:p></o:p></span></font></p>

</div>

</div>

</div>

</body>

</html>

------_=_NextPart_001_01C679C5.E8BBB60A--

<Prev in Thread] Current Thread [Next in Thread>