Using Knowledge Base Articles

Knowledge Base Articles (KBA) are web-based documents designed to provide information and answers to frequently asked questions, troubleshoot problems, or guide users on how to utilize Neptune DXP or a Neptune service. They are essentially self-service libraries that empower users to find solutions without contacting Customer Support.

Support Platform Solutions

Support Platform Solutions, also known as Neptune Knowledge Base Articles provide you with case or single topic-specific documents through the Support Platform. Both deliver a fantastic support experience to Neptune customers. It anticipates our customers' needs, accelerates their path to accurate answers, and provides easy access to expert help.

Most of the technical knowledge base articles were created from real case scenarios that other customers faced, therefore, they are created with the summarization of the problem and resolution that our customers are looking for to be solved.

Our Support Platform Solutions include:

  • Complex technical issues solutions

  • Business issue descriptions and technical solutions

  • Rich content (screenshots, videos)

  • Solutions quality ratings

  • Case or single topic-specific documents

Solutions are published in the Neptune Support Platform with the intent of sharing technical information with all Neptune users and developers.

Structure of a Support Platform Solution

Our solutions are organized into the following key sections to help you quickly understand and resolve issues:

Symptom

What you are experiencing.

Environment

The system version where the issue was first observed or exclusively occurs.

Reproducing the issue

How to reliably recreate the issue.

Cause

The underlying reason for the problem.

Resolution

The specific steps to fix the issue and alleviate the symptom.

See Also

Related topics or additional resources for further information.

Keywords

Search terms to help you easily locate this solution.

Additional resources

Our Neptune Community includes blogs and posts that can provide:

  • Complex technical issues solutions

  • Announcements

  • Tutorials

  • Rich content (screenshots, videos)

  • Comments

  • Recommended answer

  • Case or single topic-specific documents

Blogs are published in the Neptune Community with the intent of broadcasting information, both technical and promotional, to all Neptune followers, developers, and users, by Neptune or our community.

Posts are also published in the Neptune Community but are mainly created by other Neptune developers looking for guidance related to consulting or coding topics.

Benefits

  • Easy access through the Support Platform and Neptune Community

  • Quick topic-specific information

  • Self-service

Access and availability

  • The Support Platform is available 24/7 for submitting tickets, browsing Knowledge Base Articles and the community.

  • The Support Platform requires you to register using a company email address.

Access

Next steps