Improving Your Support Experience: New SUSE Customer Center Features

Exciting improvements are on the horizon for the SUSE support experience. You can anticipate a more intuitive, efficient, and personalised support journey with upcoming changes to case management and knowledge as well as the introduction of a new state-of-the-art search engine.

Enhanced SUSE Customer Center

A new Support section of the SUSE Customer Center will provide a central point for support interactions, allowing for the creation and management of support cases, as well as enhanced search and the SUSE knowledgebase.

Redesigned Support Homepage

This new page will include:

• Case Activity: A clear overview of case data, filterable by status and severity, with indicators for escalated and Premium Support cases.
• Trending and Recent Articles: Easy discovery of popular and newly published knowledge base articles relevant to your interests, with product-based filtering.
• Announcements: Prominent display of important alerts and announcements.
• State-of-the-art search: A new search engine with AI capabilities, delivering results from SUSE knowledge, documentation, websites and more.

Streamlined Case Management

Managing support cases will be more efficient:

• The case list page will offer all of the expected case management functionalities, including indicators for escalation and severity, powerful filters, and the option to download lists as CSV files.
• The case detail page will present information clearly and consistently, adding a new ability to download case details as a PDF.
• Creating new cases will be improved with a simplified layout, AI-suggested solutions, and improved case attachment uploading.

Improved Knowledge Base Experience

The SUSE knowledge base will be enhanced:

• The Knowledge Base will have a new, clean and intuitive design.
• You will be able to subscribe to knowledge base articles and then  receive email notifications about updates to those articles.
• A feedback mechanism will be implemented to help us to improve the quality of the SUSE knowledge base

Unified Navigation

A new, consistent header and navigation system will be introduced across the SUSE Customer Center, the new Support pages and the existing SUSE Documentation website. The goal is to help you find what you need, no matter where you are, with a consistent set of menus and controls.

State-of-the-art Search

The integration of a new AI-powered, state-of-the-art search engine aims to significantly improve information retrieval.

Features include:

• Unified Intelligent Search: Indexing content from various repositories, allowing comprehensive searches from a single view.
• Advanced Filters: Intuitive filters will enable you to refine search results based on criteria like product, version, and content type.
• Rich Snippets: Informative snippets will provide context for search results.

We are planning to launch this new SUSE Support experience in August 2025.