Upcoming Clarivate Support & Documentation Changes

General
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The IUG Steering Committee was invited to meet with Clarivate staff to get a sneak peak of coming updates to their support sites. Clarivate invited feedback from us and from our user community.
They spoke about two major areas:

  • A new Knowledge Portal
  • Changes to Support Center, including a new Known Issues Portal

Knowledge Portal

They spoke about a new Knowledge Portal, which looks like it will replace the Innovative LibGuides page, although the cutover won’t be immediate. The goal looks to be to have the same technology and structure for all Clarivate products.
The Knowledge Portal will include: documentation, release notes, training materials, and more. It also features an AI site search.

While Clarivate hasn’t provided anything live to review yet for the Knowledge Portal, they did share that it will include the ability to view documentation in other languages and training documents that include last updated dates and version of Sierra or Polaris it applies to. Keep an eye out for updates on this from Clarivate so you can provide feedback when there is something to look at.

Support Center/Known Issues Portal

The Support Center will also be getting some improvements, such as improved connections between tickets and support articles. In addition, the existing support articles for Known Issues will be moved to the Support Center as a dynamic list they call the Known Issues Portal.

The new Known Issues Portal will include anything that Clarivate acknowledges as a bug (even if they have chosen not to fix it). The list will be formatted as a table that can be filtered by product and status and sorted by any of the date columns. New options will be added to filter by Sierra or Polaris. Each row has links to more details and a Report button to sign up for updates on that issue and indicate to the engineers that it affects your library. Each issue will be assigned a status, e.g. Planned, Scheduled, No Further Action, Fixed.

You can see how this will work by going to Ex Libris Known Issues Portal: Ex Libris Known Issues Portal. This site also has a Feedback button (top right), which you can use to share your opinion of the design.

For more information, check out the guide and the FAQ.

We don’t have a timeline for the release of these new features, but look for updates from Clarivate around the time of the conference.

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Thanks for sharing these important updates!

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I’d love it for the new Knowledge Portal and Support Center to work like Ex Libris’ currently does in the sense that I can view the information there without logging in. In an earlier version of the Knowledge Base, I was able to have a login despite not being one of the consortium admins. When the transition to the current platform happened, that kind of login no longer worked (it functioned but I had the same level of access as the consortium admins and that wasn’t appropriate). Here’s hoping they can either allow open access (like Ex Libris) or allow for multiple levels of permissions.

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