Via David Goehring

In a market where consumer choices and loyalty can hinge upon a single review, companies have to develop innovative strategies to increase product adoption. The prevalence of analytics  has led companies to push their support organization—a traditionally reactive business element—into the realm of proactive customer success.

The emergence of customer success as an integral part of Customer Engagement Management (CEM) has provided Software as a Service (SaaS) companies a robust new way to drive sales, increase customer retention, and improve their products.  For companies whose revenue is realized over time (instead of upfront), customer success offers a means to engage proactively with the customer. According to Kate Leggett at Forrester Research, customer success management as a tool for SaaS companies helps to preserve and expand revenue. Successful customers become loyal customers and brand advocates.

Customer service is king.  Via Dimensional Research

Customer service is king.
Via Dimensional Research

The subscription model is now not only limited to SaaS companies, but is quickly becoming the choice model for everything from media and telecommunication to financial and health services. Subscription models require companies to work harder than ever before to cultivate a product that inspires loyalty in customers who will, hopefully, continue to subscribe to the product.  The new focus on customer success empowers companies in their elusive quest towards customer retention.

But where customer success initiatives fall short in the process of customer retention is that they do not equally empower the customer. When customers become experts, they will rarely churn out.  Companies need customers who will take to the web to sing their praises, who will tell all of their friends about the product. To create brand advocates, customers need access to the resources to become experts.

As the products and services intended to make our lives simpler become increasingly complicated, the key to customer success is self-service knowledge.  Over 75% of customers prefer to use online self-service if available, because they can learn on their own time without the hassle of call centers or unwieldy product manuals. At MindTouch, customer success means a customer not only owns a product or uses a service, but that they have the opportunity to master it.

MindTouch makes it easy to empower organizations and customers.  When companies use MindTouch to optimize help content, customers are put on a learning pathway. With MindTouch help content is centralized and contextual.  Help content is easy. Customers will make the product their own. When customers can fully adopt a product, they will care about a product.

Customer success should not one be a one-way street. Customer success should also include the customer as an active participant in the process. MindTouch engages customers in the process of becoming experts.

 

As mentioned back in July 2014, we will be removing public-facing user comments from the MindTouch interface.

comment-2

The above commenting system will be replaced in favor of the new and improved feedback feature which is already exposed within your MindTouch site at the bottom of articles:

LeaveFeedback

Within MindTouch, comments are primarily leveraged to solicit feedback from users about the article so that authors can make improvements. With the introduction of the new article feedback system, your users can provide multiple levels of feedback, including the ability to rate and leave written feedback. Feedback is registered without it being publicly visible by all other users. This allows for users to provide valuable insight into the efficacy of the article, while eliminating the doubt left by public comments that could lead the reader to dismiss the validity of the article.

If you want to allow your users to have discussions about your articles, then you can utilize Social Discussion. Learn more about Social Discussion here: https://success.mindtouch.com/Documentation/Knowledge/Enriching_Knowledge/Best_Practices%3A_Feedback

Due to these enhancements, the old comments will be removed on March 26th, 2015.  If you have any valuable information in the old comments, please extract it before the removal date. If you have any questions or concerns about the removal please email [email protected].

 

Feature Update for the MindTouch YouTube API

  • We have updated the MindTouch video plugin to use the new YouTube API v3. The v2 API has been deprecated by Google and will soon stop functioning. We have updated the API key for all sites that use a mindtouch.us domain. If your site uses a mindtouch.us domain, you do not need to make any changes. If your site utilizes a custom domain (success.example.com), you will have to generate a Google Services API Key and copy it to your MindTouch site Control Panel. The Control Panel in your MindTouch site will now include a YouTube API interface where you can copy and paste the API key. To help guide you through the process of generating your own API Key, YouTube has provided a step by step video. If you have any questions or concerns please contact the MindTouch Customer Success Team. Details on how to add your YouTube API Key can be found at the MindTouch Customer Success Center.

Help Link Update Throughout MindTouch 4

  • We have complete the final update of help links through the MindTouch user interface. The most recent wave of help links utilize the latest version of MindTouch F1 Contextual Help to provide a fast and universal in-product help experience. The help links that have been added throughout your MindTouch site can only be seen by pro-members.

Feature Update for GeniusSearch

  • By default, your pro members will now be able to filter searches using the “Article” and “Stage” classifications. Community and anonymous users are only able to filter using custom classifications.

New and Recently Edited Documentation

MT_Frontleaf

Today we announced a product partnership between my company, Frontleaf, and MindTouch.  From the first time we spent together, it was clear that our two companies were motivated by a common philosophy of Customer Success, even though our product offerings take two very different paths to get there — MindTouch by enabling customers to help themselves, and Frontleaf by providing actionable insights about how to better serve those customers.

What is so exciting to me is that, by bringing these two approaches together, we can give our shared customers a 1 + 1 = 3 moment.  In the very act of providing self-service support, companies can generate signals of customer health and act on them to keep and grow their customers.  Let’s take a look at how we got here.

MindTouch and Frontleaf’s Shared Tenets of Customer Success

Customer Success has gone mainstream in the last year, and is even starting to become a buzzword along the lines of “Growth Hacking”.   But at its core, Customer Success refers to the process of ensuring your customers can reach their desired outcome through using your product, and in doing so your company gets downstream business benefits of increased customer retention and growth.

MindTouch_Dashboard

MindTouch and Frontleaf strongly subscribe to the following three tenets of delivering Customer Success:

  • The Importance of Self-Service.  Regardless of whether your customers are paying you $20 or $20,000 per month, you need to offer them a way to help themselves.  For some customers, it’s just their preferred learning style.  For others, it’s because they like to work at 10pm or are based on another continent than your Customer Success team.  In all cases, it’s also a great way to ensure consistency and accuracy of important information.
  • Nail and Scale Onboarding.  The new customer onboarding phase is a unique opportunity to create early value and a lasting positive relationship.  Having the right balance of terrific materials, personal touch points, and a “do-it-yourself track” ensures customers get on the right path and stay there throughout their journey with your company.
  • Look for Signals Beyond Product Usage.  Companies have gotten much better in the last couple years at analyzing how their customers use their products. Is it a coincidence this trend parallels the rise of companies like MixPanel and Segment?  Probably not.   But it’s not enough to analyze just how product usage correlates with customer churn and growth.  There are a variety of touch points that comprise the customer experience — sales, marketing, customer support, executive visits, self-service resources, and events, to name just a few.  The best indicators of customer health will incorporate this broader picture of customer engagement.

With this shared perspective, it quickly became clear how Frontleaf and MindTouch could complement each other in a powerful way.

The Combined Product Offering — The “Wow!” Moment

So how did we figure out how to combine our product offerings?  Let’s look at the basics of what each does.  MindTouch provides self-service support, driving user adoption and accelerating sales cycles by ensuring that customers on your site find the most helpful content in the right context.  Frontleaf, on the other hand, analyzes a variety of customer activities, especially product usage, so you can figure out which of your customers are at-risk and then easily take action to keep them.

frontleaf_MT

The “Eureka!” moment for us was when MindTouch’s CEO Aaron Fulkerson suggested that we take the exact same approach that Frontleaf uses to translate product usage into predictive customer health insights, and apply it to article consumption within MindTouch’s Success Center content.

And why not?  MindTouch has years of data and customer anecdotes to suggest that strategic use of self-serve content can accelerate sales cycles, create user advocates, and drive customer retention.  Using Frontleaf to standardize the analytics required to generate those kinds of insights, and then make them available to any MindTouch customer suddenly seemed like a very good idea.   And with that, we set out to let our shared customers both empower their users and unlock insights about how to retain and grow them at the very same time.

How It Works

To get started, companies just need to add a Frontleaf template to their existing MindTouch Success Center and enable Frontleaf’s CRM integration features.  Frontleaf then mines the database of article views and overlay it with sales, renewal, and upsell information.  Frontleaf’s predictive algorithms will identify the articles that have the biggest influence on sales and customer retention, as well as generate predictive models for purchase and churn based on article usage behaviors.  Companies of all kinds can use Frontleaf and MindTouch together to monitor for customer risk and buying signals, then kick off action plans to intervene at the right time.

Check out this one-minute video from MindTouch CEO Aaron Fulkerson see more about how it works.


Why It Matters

I can’t wait to see how this combined offering is embraced by the market.  I believe it represents an important step in the maturity of Customer Success applications and practices.  It demonstrates the benefits of having a comprehensive strategy for delivering an exceptional customer experience, and learning from doing it so you can deliver better results over time.

We here at MindTouch hope everyone had an amazing New Years break and are excited to have finished our first release of 2015!  We are thrilled with what this year has to hold for this software and it’s great customers!

Feature Optimization for all MindTouch Deployments

  • We have updated our flash messaging system. Flash messages are used to notify users of an action completion or failure. The flash messaging system also provides general information and warning messages. This optimization will provide a more universal experience across all supported browsers.

Feature Change for MindTouch 4 Pro Members

  • Pro-members will now be able to use the User View and Search Activity feature. This feature helps support agents will better understand users’ support requests and avoid sharing information the user has just accessed. Previously you had to contact the MindTouch Success team in order to gain access. By default all pro-members will be able to view community member users, if you would like to increase their permissioning please contact the MindTouch Success Team. You can learn more surrounding User View and Search Activity at the MindTouch Customer Success Center.

Feature Change for Search Report

  • The search report displays the top clicked results for each search term. If one of the top clicked results was deleted, the report would not show the title of the article. With this release, the search report will no longer display deleted pages unless they are restored. You can learn more about the utilizing your Search Report at the MindTouch Customer Success Center.

Feature Addition for Content Managers

  • The overview migration report, found in your MindTouch Dashboard, will now display the number of pages that need to be migrated to the new overview editor interface.

Bug Fixes for Authors

  • When dragging formatted text (e.g. bolded, highlighted, italicized) and moving it to another area within the editor, extra styling would be added to the html of the text. The extra styling wouldn’t affect the text but could interact poorly with custom CSS and added unnecessary clutter to the HTML.
  • When double clicking a word then using the hyperlink editor dialog, the word would not be hyperlinked. Instead the URL would appear next to the word.
  • When renaming files you would have to select the current page you were on in order to rename the file. The dialog will now point to the current page so you can rename the file without the extra step.

Bug Fix for System Integrators

  • The open search API (/@api/deki/site/opensearch) would not provide the overview element when a search query was entered.

MindTouch recently launched a new feature called the Page Settings Editor. In this blog post, we’ll address the questions and feedback that we’ve received to help you get the most value out of this new release.

Why did we create the Page Settings Editor?

Our team decided to create the Page Settings Editor because we wanted to resolve the usability issues that existed in the previous Overview editing experience. These are some of the improvements.

  • To terminate the overview of the article, you no longer need a header of equal value (h1 – h6) immediately after the header that’s used for Overview.
  • Localized MindTouch sites can have the Overview header localized within the body of an article.
  • Add an Overview to the LightSpeed navigation pages (Categories and Guides) without having to edit the page.
  • Provide an Overview within the article for the benefit of the reader along with a separate summary for search and the LightSpeed Framework navigation pages.

The Page Settings Editor aligns with additional features in MindTouch including:

  • GeniusSearch – Easily add images for Guides and Categories
  • LightSpeed Framework – Upcoming enhancements will leverage the new Page Settings Editor

Why can’t I use DekiScript in the Page Settings Editor?

Previously, if you added DekiScript to the old Overview section, the search would show the executed, static version of the DekiScript at the time of indexing as opposed to a dynamic version. The new Page Settings limit the ability to add DekiScript which enables the summary to be more general.

Can I keep the Overview in the article and use Page Settings?

Yes. If you want to keep DekiScript within the Overview section of the page, you can still do so. Just make sure to update Page Settings for the benefit of search and LightSpeed Framework.

Do I have to migrate overviews into the Page Settings Editor?

Yes. We migrated as many articles as we could from the old Overviews to the new Page Settings Editor. If an article has DekiScript in the Overview, then we marked it and surfaced it in the Page Settings report. You can read more about this here in our documentation.

Can I get help with migrating my Overviews?

If you have a lot of articles (500+) in your Page Settings report and are ok with having your DekiScript being executed as Anonymous, we can help you migrate them. It will take a while, but please feel free to contact us at [email protected] We’ll get you queued up and let you know when we can process the migration.

Additional Questions?

Make sure you review our documentation on the Page Settings editor. If you have feedback on the feature, please send an email to [email protected]

mindtouch-vertical-santa

Due to the holiday’s alignment with our regular release days, this is our final release of 2014.  I would like to extend my sincerest thanks for your continued support and input. 2015 is sure to be an exciting year for our product, we’re eager to reveal our latest work.  The first release of 2015 will be on January 8th.
Everyone here at MindTouch wishes you a happy holidays and a fantastic New Year!

MindTouch Sales Cloud Integration

  • The MindTouch Salesforce Sales Cloud Integration has been added to the Mindtouch > Salesforce package.  For more information about integrating your deployment with Salesforce please contact us.

Feature Optimization for Genius Search

  • When adding a classification filter to your search, the URI will now have a parameter appended to it. This creates the ability to share and bookmark search results.

Feature Optimization for Restrict Access

  • Our page restriction interface, where you set page permissions and user grants, has been updated to provide a more clear and intuitive layout. It has now been split into two sections: page restrictions and user/group permissions.

Bug Fix for all MindTouch 4 users.

Bug Fix for Site Administrators

  • When deactivating or removing a user from a group, the event spinner would continuously spin if there were no other users to be displayed.
  • If an article had the ‘&’ or ‘%’ symbol in its title, it would not show the article’s full URL in the feedback e-mail. Instead it would just give you the site URL. This issue has been resolved so you now see the appropriate URI.
  • The feedback e-mail would encode certain symbols in the user’s feedback section. It will now display all special characters correctly.

Bug Fix for Content Managers

  • When comparing article modifications, the revision dates would show the site’s time zone rather than the user’s time zone. We have modified the interface to now display the date according to the user’s time zone.
  • The page path dialog in the Page Classification Manager would only show the homepage, you would have to double-click it in order to view its children. It will now automatically display all the immediate children to your homepage.

Bug Fix for Authors

  • The help link in Page Settings would shift down when you hovered over it, making it difficult to click.
  • You would receive a generic error message when either a file was unsuccessfully attached or you tried to attach a malicious file (.html, .exe…) without the proper permissions.
  • Closing out the progress dialog while uploading a page thumbnail resulted in the attachment still being attached. We are removing the close button as you can delete the thumbnail immediately after it is attached.
  • An updated file’s history would show the upload time set to -0 GMT. It will now display the date according to the user’s time zone.

Known Issue

  • In order to save you time, we migrated all overviews that did not have any scripting in them to the new Page Settings. If you view the page’s history or site’s history you will see that “Anonymous User” has updated the overviews.

New and Updated Documentation

Launch

MindTouch receives a lot of positive feedback from customers about our technology and our Customer Success program (included with every license). Most of our new customers come to us inbound from referrals other customers or returning customers that have changed companies. Our current Net Promoter Score (NPS) is 87% and our trailing NPS average this year is 71%, which puts us ahead of the best brands in software. We do a poor job of sharing our customers’ success stories though. We tend to take these for granted because we obsess about how we can improve and serve the market and our customers better, but also I think it’s because we’ve just grown accustomed to customers literally professing their love for our product.

Whenever we receive these glowing reviews from customers it always fills me with pride and emotion. In 2010 we began our mission to change how companies drive user adoption and customer success. We also set our company goals as follows:

  1. Deliver a product that users love so much they recommend it to their friends and colleagues.
  2. Create a culture that attracts smart, hard-working people who want to do great work.

When I read feedback like this following email from our customer Newmar it’s hard not to swell with pride and get a little emotional. I realize the following is a long read, but the author touches every single department at MindTouch. The Newmar use of MindTouch has afforded the company press attention and is actually shaking up their industry.

newmar logoIn the last 20+ years I have implemented dozens of enterprise applications/services with a myriad of providers across many industries.  Looking back on those projects, once I get past the shiver that comes from the rush of bad memories — cold pizza, late nights at the office, burnt coffee [yuck!], the line of angry users at my office door, and the feeling of “rush, rush, rush” — there are only a handful I can recall that “weren’t so bad.”  It seems that no matter how hard we tried to plan for everything there was usually something we [my teams and/or the vendor's] completely missed that put us in a pickle at the last moment.  Now, my first thought as I look forward to any implementation is usually, “How much worse could this one be?”  To be honest, that went through my mind when we signed the contract with MindTouch… but I could not have been more wrong!

What sets MindTouch apart from all of the other implementations I’ve been involved in?  Is it the people?  Not exactly.  I mean, of course they’re all polite and intelligent, but they aren’t really the defining factor.  Is it the product?  Not really.  Oh, it’s a great product, but that really isn’t the difference maker either.  Is it how much the people know about the product?  While there’s no doubt that everyone I’ve interacted with knows a lot about their product, that isn’t what makes the MindTouch implementation stand out from all of the others I’ve been involved in.  What really sets MindTouch apart from other providers I’ve worked with is that the people who know so much about the product also understand how their customers actually use the product.  That had a profound impact on our setup, configuration, implementation, and rollout.

During the sales process our rep, Tim O’Brien, earned our business with all the demos, Q&A emails and phone calls, and his patient persistence!  He was able to provide insight and examples of different ways that other companies use MindTouch.  One of the most refreshing things that he demonstrated is that MindTouch doesn’t expect everyone to use their product exactly the same way!

Once we signed our contract we moved into the on-boarding process, which was practically the easiest part of the whole thing.  It was unbelievable to see that all of their checklists and documentation for setting up our site was openly available on the MindTouch customer success website.  Having access to that information during the sales process allowed us to see what was coming and what to expect along the way.  Beyond the documentation, though, our Implementation Manager, Shannon Gearing, guided us by making sure that we understood what we needed to do and how to use the product to accomplish the task at hand.  Whether we were following the process for standard functionality or delving into a question/feature/use-case for our specific implementation needs, Shannon would walk us through a hands-on demo or facilitate a meeting with a subject matter expert to be sure we were well-trained.  By the time we were finished with the training we were well “on board” with MindTouch.  But our interaction with Shannon didn’t stop there.

Even after completing the training portion of the Onboarding Process, I have continued to receive some check-in and follow-up emails from our Implementation Manager.  Talk about a surprise!  Not only did she take notes during our many meetings and phone calls, but I wonder if she didn’t memorize the transcriptions!  Of course, I’m [mostly] kidding about the memorization, but the level of detail that she includes in such correspondence certainly shows that she pays close attention to what we’re saying.  For example, we had multiple, phased rollouts lined up for our implementation.  Shannon emailed me in plenty of time before a couple of them to check on our status/progress, remind me of a couple details that early on I had mentioned we would want in place before those specific rollouts, and even assisted getting some of those things coordinated.  Oh, yes, the on-boarding process assured our success because MindTouch made sure that they understood what we wanted out of the product, saw to it that we were equipped to make it happen, then they went the extra distance to follow up and check in on our progress.  We were never just left to make it on our own after training, and that’s reassuring.Loyalty_RVs

I can’t talk about a successful sales and on-boarding process without also mentioning the pleasant, timely, and very helpful assistance I’ve received from Customer Support.  Will Dobbs and Tom Charland have both provided very thorough front-line support.  They have answered several questions and helped troubleshoot some things with me.  I have also quickly come to count on Ben Ratajesak as a valuable resource for some of the deeper functionality/programming concepts of the product!  There have been occasions where my questions/incidents have been escalated to Ben and he’s known the answer right off the top of his head, and there have also been a couple times that he has gone further up stream to find an answer for me.  All in all, the Customer Support team has been very timely, responsive, and helpful.  As if all of that isn’t enough, though, I’ve even received some personal follow-up messages from the VP of ‘Customer Success’, Damien Howley.  Of course, anyone would expect an executive in that area to be polite and courteous when dealing with a customer, but aside from that what I have seen is that Damien rolls up his sleeves and gets directly involved.  I’m sure that some of the things he’s communicated with me about could have been left for others in his team to take care of, but the fact that he handled them personally is a characteristic I admire.  That’s something I look for in the leadership of the companies I choose to do business with because it speaks volumes about the culture of the organization.

I was told up front about the ways that MindTouch interacts with its customers to be sure they are happy and getting the most out of the product, but I never expected the experience to be this good!  Everyone I’ve had the privilege of coming into contact with at MindTouch has consistently proven this and reinforced the fact that I made the right choice with MindTouch.  I’ve never had such a pleasant overall experience with a product, and I’m looking forward to our future success with this partnership.”

Tim Bergman, Business Analyst at Newmar

As I’ve said before, at MindTouch the last S in SaaS doesn’t just mean hosting, scaling and maintaining our software. When we tell you we have a mature and valuable customer success program we’ve developed over the years by engaging thousands of companies we mean it. When we say that our customers are partners; we mean this sincerely too. In short, MindTouch is fanatical about our customers’ success. Whether you are Accenture, PayPal, Docker, Newmar RV, or a 20 person startup, you receive the same care and attention.

We’re finishing this year strong, putting in some pretty great features into your hands.  These features wouldn’t be here if it wasn’t for the important feedback we received from you all.  So on behalf of MindTouch I’d like to thank you all for your help.  We are ecstatic that these tools can be used to kick off a great 2015 for all MindTouch 4 customers!  Due to the day of the week the holidays fall on this year our last release of 2014 will be next week, December 18th.  The following release will be on January 8th.

Genius Search has been Enabled on all MindTouch 4 Deployments!GeniusSearch

The Page Settings Editor has been Enabled on all MindTouch 4 Deployments!

  • The brand new page settings editor will be enabled for all MindTouch 4 deployments.  This will replace the requirement of adding an “Overview” header to an article.  The tool will make it easier than ever to add summaries and thumbnails to a page. Page summaries are an important part of a user’s search and navigation experience while thumbnails are used to add category images and thumbnails to the GeniusSearch Carousel. You can read all about the page settings editor at the MindTouch Success Center.

Page Settings

Feature Change for MindTouch 4 Authors

  • The new page gallery, a dialog that appears after clicking new page, has changed it’s styling for a cleaner interface and optimized performance.

NewPage

F1 Contextual Help Feature Optimization

  • In order to ensure success for the MindTouch deployments, we held the release of the improved F1 Contextual Help to December 11th. Your F1 Contextual Help has been restructured to load faster, more efficiently, and also supports custom CSS via the Control Panel Configuration section. MindTouch F1 allows you to instantly add a contextual help system to your web applications. You will not see any changes in the way you embed F1 or use it on your MindTouch deployment other than the increased speed and support for the site’s custom CSS.

Bug Fix for GeniusSearch

  • Hitting enter after inputting a second query would expand/collapse the GeniusSearch classification filter window.
  • After searching a second time on your FireFox browser, the GeniusSearch category carousel would take a little longer to load compared to other browsers.

New GeniusSearch Classification Filter Permissions

  • The classification filter option will not display for community or anonymous (not-logged in users) if no custom classifications are set. It will also not display for all users if no search results are returned.
  • The classification filter option will also display “Article” and “Stage” classifications for site administrators.

Verbiage Change in User Management

  • For a more accurate depiction, the “Last Active” column has now changed to “Last Login” as it tracks the user’s last log-in. Depending on activity, a user can remain logged in for longer than a day so this will clear up any confusion.

Bug Fix for Authors

  • Additional html styling would be added to formatted text that was highlighted and dragged to another area in the editor.
  • You will now be able to copy tables from one article to another while maintaining table formatting. Before you could see some skewing of the table’s size when pasting into another article.
  • Previously, you could not drag and drop an image into the editor upon article creation. You would have to save and re-edit the page in order to add an image. Now you can drag and drop images into an article before saving.
  • Copying a page with two backslashes in the title would create a new page after the second backslash.
  • A load indicator will display when exporting articles. When exporting a large amount of articles it may take a little time for the event to finish and this will help display that the event is still processing.

New Set of Help Links for MindTouch 4

  • Another installment of help icons have been provided in the MindTouch 4 product. These icons will display on certain pages and when clicked will display an F1 Contextual Help window with relevant information on that area of MindTouch 4. Help icons will only be visible to pro-members. You will find these new links at the following locations:
    • Restrict Access
    • The Site Activity, Community Scoring, Content Aging, Search, and Usage reports
    • Print Book
    • The video dialog in the editor

Known Issue

  • In order to save you time, we migrated all overviews that did not have any scripting in them to the new Page Settings.  If you view the page’s history or site’s history you will see that “Anonymous User” has updated the overviews.  Do not fear, it is just MindTouch making you more successful!

New and Recently Updated MindTouch Documentation

New Features in the Upcoming Release December 11, 2014

  1. GeniusSearch
  1. ​The Page Settings Editor will be Enabled on all MindTouch 4 Deployments
  • The brand new page settings editor will be enabled for all MindTouch 4 deployments. This will make it easier than ever to add summaries and thumbnails to a page.  This will replace the requirement of adding an “Overview” header to an article.  Page summaries are an important part of a user’s search and navigation experience while thumbnails are used to add category images and thumbnails the GeniusSearch Carousel. You can read all about the page settings editor at the MindTouch Success Center.
  1. Feature Change for MindTouch 4 Authors
  • The new page gallery, a dialog that appears after clicking new page, has changed it’s styling for a cleaner interface and optimized performance.

F1 Contextual Help Feature Optimization

  • Your F1 Contextual Help has been restructured to load faster, more efficiently, and also support custom CSS via the Control Panel Configuration section. MindTouch F1 allows you to instantly add a contextual help system to your web applications. You will not see any changes in the way you embed F1 or use it on your MindTouch deployment other than the increased speed and support for the site’s custom CSS.

Wordage Change for Light Speed Framework

  • The term “Topic Guide” referring to article type will change to “Guide” for a more clear understanding of the classification.

Bug Fixes for Genius Search

  • Previously, a loading wheel appeared on the first search. You will now see a loading wheel appear on any subsequent searches until the search results populate.
  • The contact support button would flash as the GeniusSearch page loaded, it will now only appear after a query is entered.

Feature Change: Self Service SAML SSO Configuration

  • Site Administrators will now be able to configure the integration between your MindTouch site and your SAML 2.0 Identity Provider. SAML stands for Security Assertion Markup Language, it is an industry-standard way to secure your MindTouch deployment to exchange user authentication and authorization data. Documentation and help will always be accessible at the MindTouch Success Center.

Feature Optimization: Link Picker Hierarchy system

  • Our link picker has been re-styled and optimized. The link picker is used to quickly find articles on your site when adding guide links, linking an article to a content id, and setting a filter path in the Classification Manager.

Bug Fix for Authors

  • Authors will now be able to exit out of custom formatted text so long as the custom format has the div style “wrap:true”.
  • The editor would drop to the bottom of the article when switching from WYSIWYG to Source view on the Chrome browser.

Bug Fix for PrintBook

  • The border in the “Browse for pages” section would expand as you hovered over articles using Internet Explorer 9.

Known Issue

  • The Page Classification Manager path filter will only show the “Home” path of your site rather than displaying the hierarchy.  In order to expand the hierarchy to select a path you’d like to filter down to you will need to double click the “Home” link.