I'm excited to spotlight one of our amazing employees, Sandra Wagner. She is part of our Customer Success & Support team dedicated to Pentaho and Analytics. You might also know her as The Goddess of Best Practices from the Support Portal. We want to make sure all customers who are using Pentaho know where to find helpful resources including Support, Best Practices and so much more.
I’ve been with Pentaho (now part of Hitachi Vantara) for nearly six years. Coming to Pentaho at that early stage was very exciting, and I feel lucky that I’ve been able to learn a variety of things. When I first arrived here as a senior technical writer, the team was quite small and, out of necessity, we all wore many hats to deliver our product documentation. Over the years, my role has morphed from technical writer to project lead to team lead to process owner to editor, often all at once! I am currently leading a small group to craft and maintain the Best Practices suite of documentation for the Customer Care group, Support, and wearing all the previously mentioned hats.
Since most people have never heard of technical writing or technical writers, here is what we do: we explain hard technical stuff using simplified language. We need to be curious enough about technology to want to play with it, be able to use it if possible, and then we need to be able to show others how to use it as well.
Once we figure those things out, our goal is to explain, and arrange the information so that it is as easy to absorb and use as possible. If the material is too dense, full of jargon and unnecessary information, then no one will want to wade through all of that to find what they need! That is why we try to keep things as simple as possible.
How do I Get to the Pentaho Documentation?
Hitachi Vantara has several types of documentation to help you learn about and use Pentaho software. This can include knowledge base articles, best practices, Pentaho documentation, webinars, and videos, among others.
It helps a bit to think of the content called Pentaho Documentation as a virtual set of “product manuals” that typically come with any new product, while the content on the Pentaho Customer Portal can best be described as a collection of knowledge base articles, best practices, guidelines, and webinars that cover methods on the best ways to do things while using the Pentaho suite “out in the wild”.
We’ll be talking chiefly about the articles found on the Customer Portal here, explaining a bit about the different types of content and showing you how to find the information you need.
About the Hitachi Vantara – Pentaho Customer Portal
The idea behind the original Pentaho Customer Portal was to give customers a single point of entry to access everything to do with Pentaho, and to ask for help if they need it. For example, you can quickly find Pentaho evaluation materials, best practices, knowledge base articles, Pentaho training, Pentaho documentation, and software / service-pack downloads from the front page of the portal. You can subscribe to any of the articles available in the Pentaho Customer Portal after you sign in to the portal.
To access the Pentaho product support portal, click here.
Where Do We Get Our Ideas?
We gather ideas about topics from customers asking questions, from support tickets, from Solution Architects, from Services; if it is being asked frequently, we'll figure out a way to produce some content about it. If you have an idea or request, please comment below.
Knowledge Base Articles
Hitachi Vantara’s Technical Support Engineers for Pentaho create and update our Knowledge Base articles daily. You can access the Knowledge Base after you log into the Customer Portal and select the Knowledge Base widget from the front page. The knowledge base primarily consists of troubleshooting tips and how-to articles. If you would like to subscribe to any article hosted through the Portal, just click the Subscribe button next to the page title.
When you click on the Best Practices button from the Portal, you will find this:
Hitachi Vantara’s Webinar Series on Pentaho
Our webinars are created and conducted by Solutions Architects and members of the Services team to engage with and educate our customers, giving them an opportunity to learn from experts and ask questions. The webinars are conducted live on the last Tuesday of the month. After the webinar is over, all the associated materials – video presentations, supplemental documentation and videos, FAQs, related links – are published together in the Customer Portal.
To find all upcoming webinars, click here.
Best Practices and Guidelines for Pentaho
The Best Practices and Guidelines are developed over time by our Solution Architects and Services teams during customer implementations. These spring out of the internal notes that each architect would create on site; we wanted to capture that information to share with everyone. We produce content that explains things the best ways to configure environments, to supplement the product documentation with details from the field, and to give guidance on optimal integration of Pentaho with 3rd party tools. Eventually, we had so many field-tested best practices, guidelines, and how-to articles, all published on individual pages, that we ended up restructuring everything so that information would be easier to find.
For all Best Practices available through the Pentaho Customer Portal, click here.