Overview of New
Behind the Blackboard
for Blackboard
Customers
APRIL 2012
TM
Forward-Looking Statements
Statements regarding our product
development initiatives, including new
products and future product upgrades,
updates or enhancements represent our
current intentions, but may be modified,
delayed or abandoned without prior
notice and there is no assurance that
such offering, upgrades, updates or
functionality will become available
unless and until they have been made
generally available to our customers.
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Goals
• Understand goals for redesign of
Behind the Blackboard™ (BtBb)
• Become familiar with new and updated
BtBb functionality (knowledge search,
access to community resources, case
management)
• Understand where you can find
additional resources regarding the new
BtBb
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Topics
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BtBb Re-design Background
Design Fundamentals
Account Settings
Self Service
Community Resources
Case Management
Student and Faculty (Public) Access
Troubleshooting and Resources
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Background
What is Behind the Blackboard ®?
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Blackboard’s case management and
knowledge base repository for Learn (Bb
Learn, ANGEL, CE/Vista) and Transact
clients
Where Blackboard system administrators:
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Find support
Download software
Obtain reference materials
Manage their Blackboard account
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Why Re-design?
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What We’re Striving For
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Updated Behind the Blackboard delivers
new level of customer CARE:
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Comprehensive access to resources
Ability to find what you need
Relevant information tied to you
Easy to use and navigate
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Customer Involvement in BtBb
Design Focus Group
Usability Testing
Suggestion Squad/ Sandbox
Over 200
customers
actively
participated in
helping design,
validate and test
the new BtBb
Pilot
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Design
Fundamentals
Home Page: Three Tiers of “Help”
1
2
3
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Home Page: What’s New
Ability to select a
specific product to
get all articles
relevant a product
Recently published
Support Bulletins,
Product Updates,
Latest Articles and
Announcements
appear in the “What’s
New” area
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Home Page: Managed Hosting
Features
Access to Insight
Report and
Managed Hosting
Links Resources
link visible only to
MH customers
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Home Page: Xythos Customers
Customers can view the
Xythos portal by using
this drop down
and selecting “Xythos”
Only 4 links are visible in the Self
Service section for customers on
the Xythos-only view of the portal
Only 2 links are visible in the
Community Resources section for
customers on the Xythos-only view
of the portal
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Home Page: Transact Customers
Customers can view
the Transact portal (old
BtBb) by using this
drop down
and selecting
“Transact”
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Header, Footer and Navigation
Standard header is
visible across all BtBb
pages.
Ability to search
knowledge base on
every page
HEADER
FOOTER
Footer includes many
more useful resources
outside of BtBb.
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Account Settings
My Account
Ability to select a
variety of settings
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My Profile
Ability to edit the
information
required to access
BtBb
Ability to edit all of
these fields
Ability to select a
“Default Product”
to show you
content related to
your system of
interest
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My Institution
Ability to select the
specific institution
that the user is
associated with
Ability to update
current information
about an
institution’s help
desk  allows Bb
to re-direct end
users who call Bb
List of all
environments and
ability to nickname
them; MH
customers will
have environment
information autopopulated
Others from the
institution who have
access to BtBb
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My Subscriptions
Ability to subscribe
to different types of
notification for your
product of interest
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Self-Service
Self Service – Knowledge Base
Ability to search
knowledge base on
every page
All categories link to KB
Search
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Self Service – Search Results
Clicking on
“Documentation” from the
Home Page renders a
Knowledge Base search
of available
documentation
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Self Service – Multiple Search
Search filters are listed
at the top of your
screen. Click the “x” to
remove a filter.
Ability to perform
searches against
multiple article type
categories
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Self Service – External Links
External websites – not
yet integrated in Search
Engine
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Community
Resources
Community Resources
External websites – not
yet integrated in BtBb
Search Engine
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Community Resources
Click on Community
Resources to view
descriptions of
various programs
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Case Management
Bb Support – Case Management
Click on Create a
case button for
creating new case
Easy to
create
a case
Key customer
documents
regarding support
process are oneclick away
To view more cases or
perform a search, click
here
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Case Creation
• Case creation is a 3-step process
1.
2.
3.
4.
Create case by filling out essential
case details (required)
Add case attachments (optional)
View/rate relevant articles (optional)
Edit the case (optional)
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Bb Support – Create a New Case
Click on Create a
case button for
creating new case
Click on Create a
case button for
creating new case
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Bb Support – Create a New Case
Select the institution that you’d like
create a case for
Customer may change
these selections if the build
for this case is different
from what Bb has on file. If
customer changes the
Version/Source Build, a
pop up window will appear
giving them the option to
update their Environment
with this information (for
non-hosted environments
only).
Environments for the selected
Account appear as selections here
Issue Topic, Functional Area, and Category
are nested drop-downs based on the
Environment selected that guide the
customer into selecting an appropriate
category for this case. Blackboard Support
will be using Category for Root Cause
Analysis, Knowledge Base gap analysis and
Case Routing.
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Bb Support – Add Attachments
and View Relevant Articles
Add relevant
case
attachments
if needed
Click on the Case
Number to be taken
to the Manage Your
Case Page
Click on
any article
to review
the content
of the
article
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Bb Support – View Relevant
Articles
Customers can
rate articles to
help the system
identify which
content is helpful
for helping resolve
cases. Clicking on
“Problem Solved”
closes the case.
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Bb Support – View/Manage Case
Click on a Case to navigate to its Manage Your
Case page
Case status and next
actions are clearly listed at
the top of the Manage
Your Case page
Expandable
categories
Expandable/
collapsible
menu
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Bb Support – View/Manage Case
Click on a Case to navigate to its Manage Your
Case page
Collapsed
menu
Customer can do
one of 3 things
once the case has
been submitted
This page defaults to a
collapsed “Case Details”
section, and a list of all
case activity. As
communication is added to
the case, those actions will
be recorded here.
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Bb Support – Add Comments
Adding comments is
a 3-step process
1
Ability to add attachments to the case here
(optional).
2
2
3
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Bb Support – View Relevant
Articles
1
Articles that may be
relevant to you case are
shown by clicking on
“Relevant Articles”
2
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Bb Support – View Case Activity
History
Recent communication and
activity on the case is
available in the activity history
section. You can filter by the
type of case activity or use
the search field to look for a
specific communication.
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Bb Support – View Attachments
Attachments that have
been added by the
customer or a Bb
Support team member
are also visible in this
section
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Bb Support – View Solutions
The status of the case
changes to “Solution
Suggested” when the
support technician suggests
a solution to the case.
Any presented solution will
be displayed in the Activity
Details section of the case.
Youhave the ability to Accept
or Decline the solution.
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Bb Support – Close Case
1
2
3
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Bb Support – Survey (Optional)
Survey page will
open after clicking on
the “Submit” button
to close the case.
The Satisfaction
Survey is not
required.
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Bb Support – Re-Open Case
Cases that have been
closed can be reopened for up to 3
months after they have
been closed by clicking
on the “Reopen” button.
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Bb Support – Search Cases
Click on “Search
and View All
Cases” to
search all cases
logged
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Bb Support – Search Cases
Export this case data in Excel or
PDF format
Click on Column
Header to select
the field for sorting
Ability to select
which data is
shown per case in
the results table
below
Enter search
terms
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What’s Next?
Future Plans
• We’re going to treat Behind the
Blackboard just like a product
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Ongoing maintenance
Ongoing development
• Eventually all Blackboard administrators
will use the same system
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Today Blackboard Learn™, Blackboard
Mobile™, and Xythos
Coming soon: Blackboard Analytics™,
Blackboard Transact™, and Blackboard
Collaborate™
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