text: <s>[INST] FAQ-Engage, a Rockwell Automation Community-Rockwell Staff Thank you for your interest in Engage, A Rockwell Automation Community! We hope this FAQ helps you to understand the Engage community and how it can benefit you, Rockwell Automation, and customers. If you have questions after reviewing this FAQ, please reach out to Eileen Foran at emforan@rockwellautomation.com or reply directly to this post. What is the Purpose of the Engage Community? Engage is a digital hub that brings customers and staff together online to ask and answer product questions, collaborate, share ideas, and innovate. By offering this digital environment, Rockwell Automation can harness the passion and ideas of our customers, strengthen the customer experience, and increase positive sentiment. The Engage community has three areas, all focused on implementers using Rockwell offerings: Forums In the Forums, customers can engage with each other and with Rockwell staff to ask and answer product questions. Customers benefit from participating and from seeing how other customers are using Rockwell products. They also have opportunities to interact directly with Rockwell staff, which helps to humanize the company and can break down perceived barriers of communication. Rockwell can learn from customers as well, seeing how they use the products and incorporating some of those learnings into new Knowledgebase articles, documentation, and potentially, product features and functionality, and more. User Groups User groups allow customers in specific industries or using specific products to talk directly with Rockwell staff and other industry experts to get exclusive content and have valuable conversations. As an example, the OPEN (Open PlantPAx Exchange Network) user group offers a digital space on Engage as a complement to the annual Process Solutions User Group (PSUG) event at Automation Fair. The OPEN user group allows and encourages the continuation of conversations and learnings from the live event. Insights The Insights area of the community provides a space for Rockwell staff to reach out to a large group of implementers to participate in research projects, surveys, studies, interviews, beta programs, product previews, and more! Members enjoy having their voice heard and helping to build the products and experiences they'd like to experience. Insights projects can be public, invitation-only, or under strict NDA, depending on the nature of the project. Note: The community is English language only, though there are opportunities to grow the language offerings as the community grows. Why is Engage Important to Rockwell Staff? There are several reasons you might find this customer-facing community platform interesting and valuable. With Engage, you can: View and participate in peer-to-peer collaboration opportunities for commonly asked product questions. See how customers are using Rockwell products. Observe product discussions, trends, requests, and ideas. Increase or fine-tune your own knowledge on a particular product. Crowdsource solutions and ideas from a pool of participants. Who Can Participate on Engage? Following are ways in which customers and Rockwell staff can participate. Customers, Partners, System Integrators, and Distributors Because this is a product-focused community for implementers, this is a great way for people to ask and answer questions to fellow customers and to Rockwell staff. Rockwell Automation Staff As a Rockwell employee, you may benefit from joining the Engage community. There are different levels of participation recommended, depending on your roles, goals, and areas of expertise. Observers For a majority of Rockwell staff members, you should start your experience on the community by observing and learning from the community activities. You can do so by: Joining communities of interest. Scanning email digests for relevant conversations. Viewing trending conversations as they unfold. Liking posts that you find useful or thought-provoking. Reviewing/mining community data to create content (Knowledgebase articles, white papers, product features and functionality, documentation updates etc.). Participants For Rockwell staff who have experience engaging with customers and are subject matter experts (such as commercial engineers, product managers, solutions consultants, etc.), you can participate in the community by: Answering basic or commonly asked product questions to free support staff to answer more complicated questions. NOTE: When you post or respond to another post, please be aware of feedback, and please be available to respond in a timely fashion. Engaging in conversations within your area of expertise. Recruiting community participants for research, product pilot programs, or user groups. Providing links to helpful technotes in the Knowledgebase. Do not paste the content from the linked articles. Product Manager and Domain Experts You can respond to questions, observe product discussions to help in understanding recurring issues or challenges and how they can be resolved, and can get information and trends on the market you're following. Business Managers and Product Managers You can observe product discussions, trends, requests, and ideas. Respond to questions, and harvest valuable content for future releases or feature enhancements. Referrers Sales employees Invite customers to use the community as a complement to the Knowledgebase and support sites, showing the efforts Rockwell is doing in trying to help customers to get the most from their products. Is this a Support Portal? Although the Engage community complements the support offerings from Rockwell Automation, it is not a substitute for support. Engage is a place for peer-to-peer interactions and product Q&A where Rockwell Staff who have direct customer experience and subject matter expertise can participate. If a customer posts a question that requires support assistance, they are guided to the proper support areas. If you know of a technote in the Knowledgebase that can help, provide the link only. Do not paste content from an article. By posting the link only, you ensure that you are providing the most up-to-date information, and you are not providing information that may be outside a customer's support privileges. If a customer's question is not responded to on Engage within a set period of time (currently three business days), we have a policy of engaging Rockwell staff in one of two ways. Commercial/product question? The product manager is informed of the product question and is encouraged to engage in the discussion. Technical question? An incident is logged into Oracle, where the assigned Knowledge Domain Expert (KDE) in tech support is assigned to respond accordingly. Based on the customer's support entitlements, the KDE can help the customer to the proper support channel. Is Engage a Substitute for Other Internal Technical or Communications Portals? Engage is customer-facing and should be used for that purpose. It is not a substitute for Yammer, Teams, Sharepoint, or any other internal collaboration or communications portal. However, in this private Rockwell Staff area in the community, all Rockwell Staff members are automatically added. Here, you can ask colleagues questions that are relevant to the Engage community. Is Engage Public or Private? Engage is a public community. Anyone who has an SSO/My Rockwell account can join and participate in conversations. Who Manages and Ensures the Health of Engage? The Engage community is managed by Eileen Foran, Customer Community Manager, with Mark Churchill as KCS Programme Manager and community liaison for RSS. Administrators The administration team is responsible for the overall health and growth of the community. We also ensure compliance with branding standards, privacy laws, adherence of community best practices and strategies, and more. Moderators Akhilesh Yadav Eileen Foran Mark Churchill Maurizio Paderni (fuzzy logic) The moderation team has the following responsibilities: Ensuring the community terms and tone are adhered to. Encouraging the community to like responses and choose a best answer. Encouraging members to provide feedback when they receive a reply to their questions. Encouraging proper use of tags to help with discoverability of topics. Moving posts to the appropriate community. Responding to posts that remain unanswered for 3 business days or finding the right person within Rockwell if necessary. Monitoring and handling posts that have been marked inappropriate. Escalating issues/complaints to the proper teams where necessary. Answering questions about the community platform. Social Knowledge Domain Expert (KDE) Team This team of experienced and knowledgeable support engineers are the technical escalation path for the moderators. They will be asked to respond to unanswered technical questions and shepherd the question through the proper channels. For more information about the Social Knowledge Domain Team, see Mark Churchill at mchurchill@rockwellautomation.com. How Can I Get Started? Some things you can do to get started once you join/log in to the Engage community include: Visit the Home page to see what's happening in the community. Upload a profile image and update your profile. See all the communities offered, and join those you are interested in. Join General Discussions to keep informed of general community Q&A, announcements, etc. View the How-To series to get up to speed on the features and functionality that Engage offers. Browse discussion posts. How Can I Learn More About Engage or Share Some Ideas? We'd love to hear from you! If you have questions or ideas about the Engage community, please reach out to Eileen Foran emforan@rockwellautomation.com. [/INST] nan \\n </s>