(ICU 04 Item 6 ) ------------------------------------------------ [10/07/04]
Subject: SourceLink
SEEK AND YE MIGHT FIND: Apparently SourceLink is a goldmine of generally
useful articles, but it's search engine is a complete disaster. Of the
user comments I read about SourceLink at my ICU keynote, this one comment
drew spontaneous applause from the audience:
The SourceLink web site is abominable from a usability standpoint. It's
slow, hard to navigate, has so many modes that often I don't know exactly
what search I've done. But the content is invaluable. They seem to put
everything in there and if you can just get their search engine to comply
you can get really good results. They just need to open the thing up to
Google and be done with it. That would solve all my gripes about it.
Beyond its lack of useablity, many SourceLink customers complained about
all the crazy login/relogin security issues they stumbled into. Sounds
like the SourceLink web page needs a serious overhaul to make it more
user friendly.
What do you think about Cadence's self-help SourceLink web support?
Useful: ############# 25%
mixed: ##################### 41%
waste-of-time: ################# 34%
What's SourceLink's usual quality like?
Generally good: ############## 28%
somewhat mixed: ######################## 48%
waste of time: ############ 25%
Do you usually try SourceLink before calling Cadence support (Y or N)?
Yes: ######################### 49%
No: ######################### 51%
SourceLink is a nigthmare. After 3 years using it, we still do not have
the correct hostid configuration and we can't access to some basic
features.
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They have web support? The couple of times I used it seems to make the
KGB and Red Communists look real friendly.
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Yes, I use SourceLink. I don't like the way it times out and forces you
to re-login. I think it's easier logging into my bank account. You'd
think this stuff is big secrets or something.
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Mixed. It is a good source of documentation but navigating the labyrinth
is a bear. Searching is horrible. Specific issues are generally
unfindable. The login mechanism is truely messed up; sometimes requiring
a new login for each page requested.
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SourceLink is a good source of information, it is a best bet than Cadence
support.
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I did call, but this was waste of time.
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I find that I usually just get lots of versions of the same manual.
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I notice that if something is not on SourceLink, that means it's not
typical and usually will require much longer to get a "useful" response
from hotline.
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SourceLink is not bad. The online search capability is good; you can
often find an answer without having to talk to a person. If the
problem does get sent to an actual person, it's a bit hit or miss.
Cases can get passed around for a while before they reach a knowledgable
person.
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I use SourceLink nearly every day. I always try SL before calling Cadence
support. I have mixed results with SourceLink. Sometimes I find what I
need. Other times I don't.
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Mixed. General quality is mixed. I sometimes tried SourceLink before
calling. It answered my questions about half the time.
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I tried SourceLink a couple of times but never got much helpful stuff
on it.
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SourceLink is helpful, most of the time. Generally good. Always try
SourceLink first.
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SourceLink is a waste of time, waste of storage, waste of bandwidth,
waste of electricty powering those servers.
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SourceLink is useful. Quality is good. Always try SourceLink before
calling support.
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Search tool often gives irrelevant hits. Slow response.
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Not very efficient.
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I usually found their SourceLink website to be
1) outdated (when I try to enter a problem call, the choices are
not there)
2) not useful (can't get too much info on problems, resolved
problems or even similar subjects)
I found Synopsys SolvNet to be much superior and easy to use.
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