The IBM Support Portal Adviser (SPA) is a search tool designed to help customers resolve issues they may have using IBM products. The SPA allows users to use natural language text searches against multiple sources and asks refinement questions along the way to better structure the query.
For IBM Business Analytics, this BETA tool has been tuned for IBM SPSS Statistics and IBM Cognos TM1, but can be used with all IBM products. We encourage users of SPSS Statistics and TM1 to use the SPA to resolve issues and/or gain knowledge about these products prior to logging a service request. In the process, we ask that you provide the SPA team with feedback about your experience. Your feedback will help improve the usability and effectiveness of the search tool.
To access the SPA, go to the IBM Support Portal, ensure you have selected at least one IBM product supported by the SPA, and then click on the IBM Support Portal Adviser beta link in the IBM Support Portal Adviser beta portlet.
Once on the Support Portal Adviser page, follow the search wizard to get to your results.
Upon completing the wizard, you will be presented with search results from IBM internal and external sources as well as suggested reading in the Expert recommendation section. You also have the option to start over, open a service request, or change your search criteria.
Selecting a result will open a frame window where you can view the content as well as provide feedback or open a Service Request should you still require assistance.
At every step of the way, you can provide feedback or take a survey to help the SPA team improve your experience. To-date, feedback received has resulted in major usability changes.
For more information on the Support Portal Adviser, please visit the IBM Electronic Support Community.
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