Hi Steve,
Thanks for your reply. The link you provided in the same one I linked to in my original post.
I'm glad you understand some of the problems with the new site. In addition to the problems you mentioned, I can quickly identify a few more:
- The view should not be constrained to a fixed width (or even one of several fixed widths). It should instead adapt to the size of the window/device.
- Useless blank space should be eliminated to the greatest extent possible, to make the best use of display area.
- The views should be more compact. Just one glaring example: the case details section now takes up more than twice the amount of display area as before.
- The default highlight colors for messages in the case transcript should be less saturated. Ideally, it should be possible to customize these colors. More generally, it should be possible to change the color scheme. A dark mode would be nice. An option to eliminate the ubiquitous Broadcom red would be wonderful.
- Controls should indicate clearly their type. E.g., the pop-up menu for setting the case priority does not have any indicator that it is clickable or that clicking on it will reveal a menu.
- Columns should be resizeable and reorderable by drag-and-drop, as in almost all modern table UIs.
From this user's perspective, the recent update to Wolken Case Management looks mostly cosmetic, and appears to have been motivated primarily by a desire to align the look-and-feel with the rest of the Broadcom support site. The new site seems like one that would make a good demo to upper management, but that was not really tested with actual users. It represents a step backward in usability. If people who actually use this site from the customer perspective had been consulted before the go-live, these rather obvious problems would not have been allowed into the release.
It's also quite disappointing that the user community was not given any advance notice or an opportunity to evaluate the new site before it replaced the old one. This is a repeat of what Broadcom did with the CA community migration. (There, Broadcom actually promised to preview the new community ahead of the go-live, and failed to deliver on this promise.)
My recent experience with Broadcom has been of a company that has its priorities mixed up. Tools that customers are happy with are replaced with inferior ones. Buggy software is tolerated and pushed to production, to be fixed much later if at all. Longtime staff are let go or alienated to the point at which they quit en masse. Customer support was outsourced to the lowest bidder, and technical knowledge among support staff is now almost nonexistent. Mediocrity is accepted time and time again. Excellence is a half-remembered dream. This so-called improvement to the Wolken Case Management site is just the latest in a long string of disappointments. A pattern is definitely emerging.
If Broadcom wishes to keep customers happy (and to keep customers), it will have to do better.
Original Message:
Sent: 11-11-2020 01:24 PM
From: Steve Desaulnier
Subject: Wolken Case Management - default view does not include case subject
Hi Michael,
First off, let me introduce myself as the business lead responsible for the recent Wolken case management enhancements. I appreciate you taking the time to share your feedback on where we need to improve, otherwise, how can we make it better for all!
In regards to your feedback on the available columns, I'm actively working with our development team to:
- Include the following default columns when viewing My Open Cases (home page), My Cases and All Cases tabs (Case ID, Account Name, Product, Subject, Case Status, Severity, Created On, Last Updated)
- Add Account Name and Case Status to the customizable column chooser (they appear missing right now)
- Product name should be renamed to Product to be consistent
I'd also like to draw your attention to the following KB article that includes a detailed User Guide on how to use the new portal. Please do let me know if you have any other feedback on the new case mgmt. experience!
https://knowledge.broadcom.com/external/article?articleId=200562
Original Message:
Sent: 11-11-2020 05:45 AM
From: Michael Lowry
Subject: Wolken Case Management - default view does not include case subject