CMiC Assist

Personalized in-app communication resources for every step of the CMiC journey. Making information easy to find, on demand, and proactive.

Initial Release: Cloud Patch 12.2 Hotfix (November 14 2020)

Overview

Staying up to date with time-sensitive announcements — and easily finding knowledge resources — are essential for our users to enhance their productivity. That is why we are releasing a suite of connected services which will help you get the most out of your construction platform. At this time, we are executing a soft-launch of specific in-app functionality and resources to help improve our communications, with more features on the way as we continue to enhance these services.

Messenger

CMiC is committed to continually improving our software and we want to ensure that when we do make enhancements, or have important information to share – we don’t rely solely on email to make sure it reaches all users. We shouldn’t expect you to constantly refresh our Support Portal to find new documentation either!

That is why we are bringing the information directly to you, inside the application. Our Messenger will be the primary communication tool for important notices.

NOTE: Messenger is only available for Cloud.

How to use the Messenger

The Messenger is launched by clicking on the Messenger icon on the CMiC console. A window will pop up, as shown above, containing many interactive elements.

Start a conversation

The [Send us a message] button launches the On-Demand Support functionality.

Find your answer now

The Search our articles field recommends articles based on keyword search.

Quick Links

Launch important links from inside the application.

Key Notices

At times, we will proactively send out messaging, which may greet you upon log in, or even send out product surveys as we aim to continually improve the user experience.

Documentation Portal

NOTE: The Documentation Portal is publicly available.

To compliment our new Implementation & Training Included Program for Cloud customers, we are overhauling our Product Documentation, in order to make the Onboarding experience easier!

We are launching our Documentation Portal, which will be the destination for:

  • Multimedia tutorial content including video walkthroughs.

  • Easily searchable, findable, and indexed ‘step-by-step’ content.

  • Getting Started Guides for initial setup and configuration.

This portal has been designed primarily for first time users, however any customer looking for best practices or a quick guide on default process flows can find something worthwhile. Over time, we will add more content, including Reference Documentation to the portal.

NOTE: We recommend using the Documentation Portal to supplement Consultant-led training! Enter the discussion with some context beforehand, to make the most of your time with our product experts.

On-Demand Support

NOTE: On-Demand Support is only available for Cloud.

Communication isn’t complete without receiving a response to a request. That’s why we are aiming to improve response times to product-related inquiries!

While we are not yet offering Live Chat, we want to offer some additional resources to resolve common challenges.

We would like to introduce our Chatbot in-training who will attempt to resolve questions immediately – such as supplying articles to troubleshoot a challenging feature, or to help organize requests so they reach the correct parties sooner.

NOTE: Our Bot is in training, as it learns more about our system and common challenges. Over time, the Bot will get smarter and will be able to answer more complex questions.. We encourage you to try the Bot, as an option for immediate support – and if all else fails, enter a case through the support portal.

How to use the Chatbot

Click the [Send us a Message] button in the Messenger.

At launch, our Chatbot will support the options below. Click the button associated with the type of request For help using the product, type a question:

Directly asking a question

Simply type in the product question (an example is provided) and our Bot will attempt to provide the specific article related to the request – without having to search for it yourself.

Be sure to give it feedback if it finds the correct documentation! If you are unable to find what you are looking for in all of our recommended resources, please enter a Case. We are actively work on creating more self-help documentation.

NOTE: This is a feature in Beta. Please enter a case if immediate support is required.

I want to report an issue or bug

A link to our traditional Case Entry portal will be generated. Please follow the link to log a case, to be followed up by our Support team.

Feature request

A link to our feature suggestion portal will be generated. From there, you can submit, browse or vote on ideas.

Mobile Assist

NOTE: Mobile Assist is available to all users with Mobile licenses using Mobile Field.

CMiC Mobile Assist is a great way to easily report mobile bugs, questions, or other requests, directly in the app. Screen recordings, images and device information can easily be added to requests. This will significantly help us triage requests faster. This also prevents you from having to transfer any screenshots or content onto your PC in order to enter cases on our Support Portal!

This feature will only be available on Mobile Field at launch. As we establish our internal systems and processes, we would like to scale this to all CMiC applications. There is currently no timeline as to when this will happen, or in what order applications will be updated.

On Mobile, the launch functionality will support:

  • In-app updates, messaging, and release notes

  • Bug and crash reporting

  • Feature requests

  • Feedback and surveys

How to Use Mobile Assist

  1. Open the Mobile springboard menu and tap the Gear icon to access Settings.

  2. Tap the [Report a bug] button to launch the CMiC Assist menu.

  3. Select an option from the menu.

    NOTE: This menu can be quickly accessed by taking a screenshot with your mobile device. How to take a screenshot will vary depending on device. Please review your device’s documentation for support.

    We recommend when reporting a UI bug, or if an error is displayed on screen -- to use this screenshot feature, as the image will automatically be attached to the bug report:

FAQ

I can see the CMIC Messenger icon, but nothing happens when I click it?

CMIC Assist requires your browser to accept trackers in order to use the in-app functionality. Your browser may be blocking this by default either through plug-ins, settings, or company policies .

If you have permissions to modify your browser's settings, please allow tracking for our application.

You may need to disable plugins on Firefox, or use Chrome as an alternative. To test if a plug-in is blocking Assist, please launch Firefox in safe mode.

The Brave browser will block all third-party Javascript libraries by default, but these can be easily disabled through their interface. Most plug-ins will notify you that it has blocked something, as pictured below:

In this case, click 'Allow', and reload the page in order to access the Messenger.

The area of the system I need help with doesn’t have content on the Documentation Portal?

CMiC Assist is releasing the Documentation Portal as part of a soft-launch. This means that not all content will be available when the site goes live. Over time, we will be continually building out tutorials and assets, so please bear with us as we eventually cover all areas of the system!

To start, we will be focusing on:

We are targeting these modules first, as they contain the most high-touch functionality, and are heavily involved in our Onboarding and Implementation processes.

Additional areas will be progressively fleshed out, and we will try to send notices when this content is released.

Does CMiC Assist support live chat?

CMiC Assist was launched with bot-based chat. We recently announced that Assist will support a live chat operator as early as Q2 2021. Please stay tuned for updates.

At times, members of the Customer Success or Product team may contact you about new beta features, product feedback or scheduled check-ins. These types of communications can be responded to through the Messenger, or email. However, at launch these will be limited.

Other times, some requests may be routed to our internal teams, but response times will not be instant. For immediate support, please enter a case or escalate through your current communication channels.

How do I get answers from the Chatbot?

Currently, our Chatbot is in training, meaning that it may take some time before it starts to answer questions perfectly.

As best practice, we recommend asking the Bot first, and if unsuccessful – try to find the content in our Documentation portal before submitting a ticket for Product Questions. This will help us train the Bot to answer your most pressing questions.

In order to pilot the automated answers, our Chatbot can be accessed as follows:

  1. Open the Messenger.

  2. Start a new conversation.

  3. Type a response and press send.

  4. If our Bot is able to find an answer within our documentation, it will share the results. As our documentation grows, so will the bot's ability to answer questions accurately.

What is the overlap between the Documentation Portal and the Support Portal?

CMiC is currently making some large internal changes as to how we package, host, and distribute product information. Part of these changes involves the introduction of our new Documentation Portal, which in the short-term, will have some overlap with our existing Support Portal documentation.

All of our content will eventually be consolidated. Until that happens, the recommended use case for each is:

  • Documentation Portal

    • General Product Knowledge
    • Gettting Started: new user onboarding or implementations
    • How-to, or guide-based content
    • Video Tutorials and multimedia content

  • Support Portal

    • Support produced content related to ticket resolution
    • Community questions
    • Ticket submission

Both content hubs can be easily accessed through the Messenger. We will even make things easier by serving up the most relevant content where possible.

As things evolve, we will be sure to keep you updated with changes!

Is CMiC Assist for Public Cloud only?

CMiC Assist messaging features will be offered to Public Cloud Users ONLY.

Our goal is to improve communications and resources for everyone; however, we would like to first offer these tools to a smaller subset of the user community. This will help us maintain a higher level of quality and focus, while we adopt some internal systems and processes to properly support this new feature set.

We are currently REVIEWING the potential to offer this to ALL users but have no concrete plans to release this to the Enterprise customers at this time.

NOTE: The Documentation Portal will be accessible to ALL users, regardless of deployment method. Cloud-only features are limited to the Messenger and associated tools.

For Enterprise or On-premise customers that are interested to learn more, please contact your Account Manager, the Customer Success team, or submit a ticket and the Product Management team can get in touch.

How do I turn off the Messenger?

For any reason, all customers are welcome to opt-out of receiving in-app notifications, using the Messenger, speaking to the bot, and associated CMIC Assist features.

At this time, please make a request either though the Support Portal, or your Account Manager and we will disable the widget. In the future, we are planning to all users to enable/disable the widget at will through the application.

Please note that disabling the Messenger will prevent any communication-based services through this feature, including but not limited to:

  • Notices and communications through CMiC

  • Chatbot

  • In-app on-demand web content

The CMiC Assist Documentation Portal will be available for ALL customers, regardless of participation in the Messenger features.

If you have any concerns regarding privacy involving Personal Identifying Information (PII) please reach out to the support team.