Analytics, Reporting and Social Collaboration for
MadCap Pulse adds analytics & reporting, ratings and social collaboration to your documentation — three components used separately or together — to provide insight into how users use and interact with your content. By leveraging these technologies, MadCap Pulse helps improve your content quality, reduce technical support calls, and enhance the end user experience.
- Gain Insight with Powerful Analytics & Reporting
- Add Topic Ratings for Feedback on Content Quality and Helpfulness
- Improve Customer Satisfaction, Foster Communication and Reduce Support
Inquiries by Adding a Self-servicing Community Support and Social Collaboration Layer
to Your Published Documentation
With Pulse, we can effectively capture search terms to see the relationship between a term entered and whether or not users have found the topics they are looking for. This information is extremely important to further develop our search capabilities.”
—Derek Warren | Principal Information Developer, Venafi
Gain Insight into User Activity and Usage with Powerful Analytics and Reporting
Analytic data, such as topic views, search keywords, search terms being used that yield no results, can provide valuable insight into how your users use your documentation and how it can be improved.
Generate reports and analyze customer usage including:
- Search Phrases and Search Phrases with No Results – find out what your users are looking for…and not finding
- Topic Views – which topics have the highest and lowest traffic
- User Count – how many people are using your system and when are they using it?
- Individual User Activity – view the user activity for any individual in your community
Add Topic Ratings for Feedback on Content Quality
5-star ranking system provides a simple, yet efficient way to gauge user satisfaction with topic content.
Topic ratings can be turned on or off, and are gathered and compiled in the MadCap Pulse analytic data.
Improve Customer Satisfaction, Foster Communication and Reduce Support Inquiries by Adding a Social and Self-support Collaboration Layer to Your Published Documentation
With advanced socially-enabled features, MadCap Pulse helps you build an active community to improve engagement with customers and foster the sharing of information. MadCap Pulse is the only documentation-centric social collaboration platform that enables web-based content to add and a self-servicing or community based support layer onto existing published and approved content.
MadCap Pulse includes advanced features to help you maximize the value of social collaboration and enhance the quality of your documentation, including:
- User Profiles
- Activity Feed
- Subscribe to Content and Topic Activities
- Follow Users and Groups
- Commenting, Liking and Tagging
- Ask Questions
- Topic Rating and Ranking
- Comment Moderation
- File Sharing with Groups and Topics
- Email Notifications on User Activity
- Advanced Reporting and User Statistics
- And Much More
Create User Profiles
Create rich user profiles with personal photos or avatars, along with contact and other personal information. Users can post status updates, ask questions, post comments to topics, upload files and much more.
Users can view the latest activity, including articles read, status updates, topic updates and more.
Subscribe to Content and Topic Activities
Easily subscribe to content, including feeds, topics and more, all with a single click. Subscribing to content allows users to view content updates and any activity all in a single feed.
Stay connected with users and engage with people of interest by following their activity.
Comment, Like or Tag Content
Share opinions or expertise with the community by adding comments to topics, and allow users to show support and encouragement using the “like” function. Topics, comments or files can be tagged with keywords in order to help users find relevant content.
Survey the community and ask questions about particular topics. Community users can then vote on responses, moving the most popular responses to the top of the list.
Ensure comments are relevant and appropriate by accepting or rejecting posts and user comments. All pending posts are emailed to moderators for approval prior to going live.
File Sharing with Groups and Topics
Shares files with others in the community, using the Files app (located under Your Apps), or upload files (documents, videos, images and links) directly to topics in the comment stream.
Subscribe to Topics or Add to Favorites
Subscribe to content and receive email updates on topic activity. Notification settings can be changed based on user preferences. Use the Favorite button to add to a list of favorite topics.
Advanced users can assign tasks to other users, add specific details and assign due dates.
Advanced users can create groups around particular document sets, discussions or individual topics. Groups combine the best of forums and online documentation, allowing users to create a separate thread in order to collaborate, converse, and share ideas around a particular topic, documentation set or project.
Working with a Partner or Customer?
- Using Pulse as a collaborative workspace is easy. While setting up your Pulse group, change the audience to “Employees and Customers” and invite users from an external network.
- If you would like to create a private group within Pulse, simply mark it as private in the Group settings. Only users invited to the group will be given access.
- In the same manner that you follow People, you can follow Groups to get notified of any activity, including new comments to topics.
Gather user satisfaction by allowing users to rank and rate topics using a 5-star ranking system.
Search Comments and Added Content
Users can search on user comments, files or feedback in order to better find other relevant information.
User Statistics, Reporting and Charting
Generate reports and analyze customer usage including browsers and operating systems. Select from a variety of chart options and data to create useful visuals for analysis.
Insight Into Customer Activity and Usage
Gain insight into how your users use your documentation, what they are searching for and respective results displayed, and more importantly, search terms being used that yield too many, too few, or no results.
Email Notifications on User Activity
Receive customized email notifications on user activity, such as when comments are added to topics or when a new group is created. Administrators and Employees can subscribe to topics, and get linked directly to the post/activities for review.
Types of Users
Administrators: Administrators are users who have complete access to all Pulse features and functionality. They have exclusive control over deleting other users' content, adjusting server settings, and accessing reports.
Advanced Users (Employees): These are users who have been given a higher level of access to Pulse features and functionality by the Administrator. They have a wider range of options when it comes to directly communicating and interacting with other users, ranking topics, voting on answers, and filtering content.
Basic Users (Customers): These are users who have basic access to Pulse features and functionality, such as creating a profile, subscribing to topics, and posting content such as comments, articles, questions, and multimedia.
General (Unregistered) Users: These are users outside of your organization who can simply view your help system.
MadCap Pulse User Activities
Create Profile and Set Notification Preferences
Comment, Like, Follow and Tag User Content
Upload Files, Photos, and Videos
Subscribe to Topics
Delete and Edit Their Own Content
Like/Dislike/Vote on Answers to Questions
Designate Topics as "Favorites"
Mention and Message Other Users
Filter and View Files, Images, etc. Including in Comments
Create and Access Groups
Delete Content Added by Other Users
Access to Server Settings
Access to Reports