Background

The Golden Path Story describes:

"David runs into a failure during the process of creating his first cluster and receives a real time, in-console recommendation for error resolution, with the option to engage with the Red Hat success team to resolve the issue if necessary."

Some thought should be give to how this Intercom interaction fits into the rest of the console experience, and how it relates to other in-console tools like Pendo.

Goal

• Determine what errors trigger this interaction
  • Perhaps common ones that can't be addressed via PD-1495 which tnolan@redhat.com is working on?
• Determine what resources these errors should link to, that would help the customer solve this problem (UXD is not responsible for triaging the errors and the knowledge base. Rather, we will make recommendations on how this should be handled in the UI.)
  • jgouldin.openshift has created this doc: https://docs.google.com/spreadsheets/d/1btjgqwJZ66jYwSj1xDvhVR0pYZFhC4xFtAMRs3wmCNA/edit#gid=379716859 
• Examine any UX implication of the live chat component of this interaction
• How should this message appear in relation to Pendo?
• Is Intercom enabled for all of the OpenShift bundle? Or just certain ROSA pages?
• Meet with UX content to confirm content accuracy and consistency
• Sync with beaumorley and RHTAP UX team to confirm Intercom efforts are coordinated

Deliverables/DoD - definition of Done - targeted for April 21st to leave time for implementation by end of the month

• Create design deliverables capturing Goal deliverables
• Link design in this story
• Review with all relevant stakeholders including spurtell1@redhat.com jgouldin.openshift

Outcome - Improve the user success rate through the cluster creation workflow, by making it easier for them to troubleshoot errors.