Jane works for a firewall vendor who just released an OS patch to plug a security hole.
She tells her customer she will call him back when she has an answer.
Meanwhile calls are flooding in with angry, upset customers. The customer support call system backlog jumps.
8:20am to noon
Well, at least tech support is now prepared for the next day and a half of high call load…
Definitely NOT Fluid.
That’s the magic of dynamic publishing!
Using the Personal Book feature, she creates a small guide combining existing related topics (error message, parameter description) with configuration update instructions. The Personal Book is made available in a snap.
Some calls do come in related to the update, but it’s basically a quiet morning because many users found the information they needed online.