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August 2020 Releases

August Updates

Upcoming Announcements

Customer Experience Analytics (announced 2020-08-27, expected to release 2020-09-15)

Expert is launching a collection of customer experience focused data visualizations and reports as part of a new suite of Customer Experience Analytics. These reports leverage the millions of signals that Expert collects throughout customer journeys, wherever Expert-hosted content is extended, unlocking what your customers are telling you when they engage with your product documentation and self-service support knowledge.

The current version of Expert will receive these new reports as well as updates to the site dashboard.


Path Reports

Expert Path Reports provide a greater understanding of how your customers interact with Expert Paths so that you can make data-driven decisions on which Paths and pages need to be improved as well as optimize content for the best learning and onboarding experiences.

Self-Service Report

Identify trends between sessions that interact with your support content and submit support tickets, measure the success and health of your self-service support tactics, and understand how content impacts your organization's self-service support strategy.

Page Views Report

Understand how customers interact with content so that your organization can make targeted improvements to content, internal processes, or products. The Page Views Report provides detailed data visualizations that explain which pages engage the largest audiences, what customers need help with the most, and what opportunities exist to optimize self-service.

Report Filtering, Downloading, and Scheduling

As with all Expert reports delivered on our next-generation analytics engine, the reports provided with Customer Experience Analytics can be filtered by page locations, user types, groups, date ranges, and other lenses to slice and observe data however you need it. Report data can be downloaded in PDF or CSV format, and even scheduled to be emailed at a regular cadence.

Contribution Reports Dashboard

The Site History Report will move to the Contribution Reports section of the site dashboard.

Customer Experience Reports Dashboard

The reports available as part of the Customer Experience Analytics suite will be found in a new site dashboard section: Customer Experience ReportsJoining these reports are our existing Search Insights Report and Customer Insights Report (formerly User Activity Report). We cannot wait to introduce even more reports in the Customer Experience Analytics suite, and thanks to the wonderful insight and feedback from Expert customers, we've got lots more to show you as soon!

Planned Deprecations

Contact Support Search Integration (announced 2020-08-06, released 2020-08-13)
Our legacy Contact Support button, found at the bottom of search results, was removed on August 13, 2020. If you have any questions, contact us.

Release 2020-08-06

Today’s release included under the hood changes for product maintenance and preparation for upcoming features

Release 2020-08-13


Site Contribution and Capture Manager Reports

We have improved tables in Contribution Reports by adding a new column option menu. This menu gives you the options to freeze, copy values, auto-size all columns, and reset column widths which allow you to work more efficiently within your reports.


Contact Support Search Integration
Our legacy Contact Support button, found at the bottom of search results, has been deprecated. If you have any questions, contact us.


User Navigation

Community Member user navigation icons will no longer be cut off when customizations are added to the header.

Guide Tabs

Article type icons will no longer disappear inside Topic Hierarchy tabs at certain page sizes.


Unmerging table cells will no longer occasionally disable undo.


Fixed an issue where searching with Internet Explorer 11 or Microsoft Edge would intermittently not show results.

Release 2020-08-20



Links in <code> elements will no longer be converted to <a> tags.

File Attachments

Files attached to pages will now correctly show the last updated date.


As a Pro Member, navigating to non-existent pages will now show the correct error message.

Release 2020-08-27

This release is complete. The Release was deployed to all Expert sites as of 10:12 AM (PST).


Guide Tabs

Headings in the guide tabs for the tag hierarchy and the article directory will now render properly.


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