Our Knowledge Base (short: KB) is written to always reflect the newest development state of Nimbus and related Addons. Nimbus is Software as a Service (SaaS), meaning that all our customers should ideally see and use the same Nimbus development state at all times.
Updates and Content Quality
SaaS also means, that the design and functionality of Nimbus will change on a regular basis. On the KB we will communicate this in our Latest Release Notes listing detailed changes. On our status page https://status.luware.cloud/ we will communicate timelines for updates and maintenance.
As we update and patrol all Knowledge Base pages on a regular basis it may occur that screenshots or UI elements appear different in your personal view of Nimbus. This can have several reasons:
- We used mockup screenshots to convey a certain point or functionality. Detail designs (color, font-size) may vary towards what you see in Nimbus, but the overall functionality should be the same.
- The deployment of new updates may be staged. As we roll out (mainly service-disruptive) larger updates it can happen that you find functionality described in the Knowledge Base that is not available to you (yet). In such cases, please check the Latest Release Notes for any communication on upcoming staged feature updates.
Of course it can still be that information on our KB is simply false, outdated or misleading. In either case don't hesitate to get in touch with Customer Success or get in touch with Nimbus Support so we can rectify any KB issues as quickly.
Luware Support Address
| Luware Website | https://luware.com/support/ |
|---|---|
| Luware Helpdesk | https://helpdesk.luware.cloud |
| Cloud Service Status | https://status.luware.cloud/ |
Structure and Audience
Our Nimbus KB is written for both Administrators as well as End-Users in mind. For these reasons we separate content into several categories to make browsing easier. The secondary approach to content is the “Input | Processing |Output” principle. This means we attempt to cover the following fields:
- Concept information: Explaining how Nimbus works in theory
- Instructional information: UI overviews, Explanations on Settings
- Use Cases / Best Practice: Setup and Administration steps, Usage guidelines
- Integrations and Reporting: Connecting to other systems, Evaluating Nimbus Reporting data outputs.
To address these requirements, we structured the chapters as follows:
| KB Main Page Structure | Details | Recommended Audience |
|---|---|---|
| Introduction to Nimbus | Explains many concepts that help to understand Nimbus. We also use this section to provide newest Release Notes or other information that takes a "General" direction – such as Feature overviews or upcoming maintenance details. | Everyone - Newcomers, existing customers and curious minds alike. Come here to find an entry point into Nimbus. |
| Initial Setup | The section that explains how to bring Nimbus into your world. Good knowledge about your Azure / User Management is essential to quickly progress through this part. | Tenant Administrators or professionals in charge of managing the IT infrastructure. Our onboarding team will assist you with the process. |
| Service Provisioning | Focuses on getting the first services up-and-running on your MS Teams client. Tasks still require your Tenant Administrator, but the service owners can be involved at this point already. | Tenant Administrators, Service Owners and Supervisors with technical expertise. Our onboarding team will assist you with detail questions. |
| Administration | Focuses on getting all shared resources, workflows, users configured for your services. The KB structure follows the Administration UI of Nimbus. |
Tenant Administrators, Service Administrators. 💡 Here it is important to involve your team leads to build a Service structure, assign roles and determine tasks to avoid conflict situations when managing the structures behind Nimbus. |
| Usage of Nimbus | The "Hands-On" chapter. Explains the Front (Portal) UI in full detail. Covers individual service configuration and call handling aspects. Reporting capabilities of Nimbus are also explained in full detail. |
All End Users: Agents, Supervisors, Service Team Owners, BI Specialists. 💡 A bit of training may be involved at this point, but most aspects of daily use should be self-explanatory or covered in the KB. |
| Nimbus Integrations | Integrations with other tools and data interfaces. This part explains how to connect the Power Automate Connector and setup Power BI. | Tenant Administrators, Service Administrators, Team Owners. |
| Use Cases | A list of all use cases. The use cases also appear in corresponding categories. | All Users. It's good to know about use cases and stay updated on new ones. |
| FAQ and Troubleshooting | Detail solutions and known issues. Here we cover frequent questions, either tackled with instructions in our List of Use Cases that guide through several parts of the Nimbus UI. Any issue that we can't immediately resolve is also covered in this section, either with a rationale or workaround if available. |
All Users. Depending on the question or issue the contents may require certain know-how. 💡 Also refer to our Nimbus Glossary for an explanation of technical terms. |
| Page Index | Lists all pages in an alphabetical manner. 💡Note that this will also include pages from other Luware products such as Recording. | All Users, but in particular more experienced KB users that know which pages to look for. |
🔍 Also refer to Role Access Concept to learn more on how to split tasks among your userbase.
Safety and Warning Messages
Please pay special attention to these messages as they convey important aspects of this product manual. Below are some examples that you might find in this documentation:
Type: Tip / Hint / Checklist
TIPS / CHECKLISTS / BEFORE YOU START
Hints like these contain recommended or pre-required topics to consider, such as:
- Installation conditions
- Checklists / actions
- Prerequisites
- Preemptive steps → and their results
💡 The goal of tips is to save you time or recommend doing things in an efficient order.
✅ This is the mini-variant that you might find within text or instructional steps.
Type: Info / Navigation
INFORMATION
Here we emphasize directly related topics and concepts for you to keep in mind. Among these you'll find;
- Related chapters
- Sources on the web
- Listings and overviews
- Links to diagrams, appendices and concepts
- The next logical topics for your reading flow
🔍 This is the mini-variant that you might find within text or instructional steps, usually in combination with a link to further topics.
Type: Note / Attention
IMPORTANT NOTES
This is an important note that warns you of:
- Necessary precautions to avoid issues
- Important user or system requirements
- Potential sources for error via either a misconfiguration or during usage
- Tricky fallacies that might not be obvious at first glance
- Known issues and their workarounds
Negligence of notes usually leads to erratic system behavior, minor loss of time or other (recoverable) issues. We therefore highly recommend you read these warnings carefully.
☝ This is the mini-variant that you might find within text or instructional steps.
Type: Warning / Critical
WARNING OF CRITICAL CONDITIONS
We use this one sparingly because it's very important. A critical message warns you of problems that may result in severe infrastructure impediments.
- Multiple sources ...
- ... or follow-up problems could be mentioned here
→ Consequences like permanent loss of data or widespread infrastructure malfunctions are highlighted.
- Instructions might be included in these warnings
- ... or shortly thereafter in numbered steps.→ The expected result state follows for those steps (if there is a system reaction or result to be verified).
Negligence of warnings usually leads to a faulty system behavior, considerable loss of time, up to a point where your system might be unrecoverable without severe loss of data. We highly recommend not to skip these warnings at all.
❌ This is the mini-variant that you (rarely) find within paragraphs or instructional steps.
Other Signal words
The following icons may be used primarily within our Use Cases.
INC Icon Legend Accordion
Show Icon Legend
| 💡 = A hint to signal learnings, improvements or useful information in context. | 🔍 = Info points out essential notes or related page in context. |
| ☝ = Notifies you about fallacies and tricky parts that help avoid problems. | 🤔 = Asks and answers common questions and troubleshooting points. |
| ❌ = Warns you of actions with irreversible / data-destructive consequence. | ✅ = Intructs you to perform a certain (prerequired) action to complete a related step. |