This guide helps you understand the scope of tasks handled by the Support team for Bloomreach Discovery.
There can be a few tasks that might be better handled by a different team depending on the task’s scope and complexity. Such out-of-scope tasks must be redirected to the Technical Services team for paid consulting.
4 Areas Wherein Discovery Support Assists You
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GUIDE: Support experts can guide you with queries related to the Discovery Search, Feed, Dashboard, Insights, Recommendations and Pathways. We also share relevant documentation that can help answer your queries.
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HELP: We can help troubleshoot issues you encounter while interacting with the product and facilitate faster resolution by liaising with Bloomreach Engineering.
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UPDATE: Assistance with the non-self-service configurations like enabling Product suggestions or attribute configurations.
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ADMINISTRATE: We can coordinate and organize administrative tasks like setting up IAM and providing user access.
The following tables will help you determine which team to contact based on your case. Use the links below to jump to the desired section.
- Dashboard
- Feed
- Insights / Pixel
- New Feature Enablement
- Recommendations and Pathways
- Search, Category, Suggest, and Content Search
- SEO Organic
Dashboard
| Tasks | In Support Scope | Out of Support Scope - Reach out to the Account Management team | Support Themes | |
|---|---|---|---|---|
| 1 | IAM setup | ✅ | ADMINISTRATE | |
| 2 | User credentials/access | ✅ | ADMINISTRATE | |
| 3 | Dashboard loading | ✅ | GUIDE/HELP | |
| 4 | Ranking, Redirect, Testing, Campaigns queries/challenges | ✅ | GUIDE/HELP | |
| 5 | Optimization Questions | ✅ | ||
| 6 | Algorithm Controls (Precision, etc.) queries/challenges | ✅ | GUIDE | |
| 7 | SSO setup after go-live | ✅ | GUIDE/HELP |
Feed
| Tasks | In Support Scope | Out of Support Scope - Reach out to the Account Management team | Support Themes | |
|---|---|---|---|---|
| 1 | Legacy feed mappings* | ✅ | UPDATE | |
| 2 | Attribute configurations | ✅ | UPDATE | |
| 3 | Processing latency | ✅ | GUIDE/HELP | |
| 4 | Processing failures | ✅ | GUIDE/HELP | |
| 5 | Connectors feed customization | ✅ | ||
| 6 | Pre-processor scripts for legacy connect | ✅ | UPDATE | |
| 7 | Feed optimizations | ✅ | ||
| 8 | New feed formats/ingestions/migrations | ✅ |
*If there are many mapping requests, this is handled by the Bloomreach Services team.
Insights / Pixel
| Tasks | In Support Scope | Out of Support Scope - Reach out to the Account Management team | Support Themes | |
|---|---|---|---|---|
| 1 | High-level pixel checks (using customer-available Pixel Monitor only) | ✅ | GUIDE/HELP | |
| 2 | In-Depth Pixel Review/Audit | ✅ | ||
| 3 | Insights-related queries/challenges | ✅ | GUIDE/HELP | |
| 4 | Data discrepancies with other tools (Adobe, GA, etc.) | ✅ | ||
| 5 | Mobile SDK queries/challenges | ✅ | GUIDE |
New Feature Enablement
| Tasks | In Support Scope | Out of Support Scope - Reach out to the Account Management team | Support Themes | |
|---|---|---|---|---|
| 1 | Relevance by Segment / Real-time segments | ✅ | ||
| 2 | Dynamic Grouping | ✅ | ||
| 3 | Lookups | ✅ | ADMINISTRATE | |
| 4 | AQF - new enablement | ✅ | ||
| 5 | SKU Select enablement and config | ✅ | ||
| 6 | Precision modes (AB Testing) | ✅ | ||
| 7 | Email Recs | ✅ | ||
| 8 | New Staging environment setup | ✅ | ||
| 9 | Adding a language (especially French and German for semantic search) | ✅ | ||
| 10 | Enabling Product Suggestions for an existing site | ✅ | UPDATE | |
| 11 | SEO | ✅ | ||
| 12 | API-based Catalog Management | ✅ |
Recommendations and Pathways
| Tasks | In Support Scope | Out of Support Scope - Reach out to the Account Management team | Support Themes | |
|---|---|---|---|---|
| 1 | API-related queries/challenges | ✅ | GUIDE/HELP | |
| 2 | Product recall queries/challenges | ✅ | GUIDE/HELP | |
| 3 | Performance queries/challenges | ✅ | GUIDE/HELP | |
| 4 | Widget setup queries/challenges | ✅ | GUIDE/HELP | |
| 5 | Widget setup | ✅ |
Search, Category, Suggest and Content Search
| Tasks | In Support Scope | Out of Support Scope - Reach out to the Account Management team | Support Themes | |
|---|---|---|---|---|
| 1 | API-related queries/challenges | ✅ | GUIDE/HELP | |
| 2 | Product recall queries/challenges | ✅ | GUIDE/HELP | |
| 3 | Performance queries/challenges | ✅ | GUIDE/HELP | |
| 4 | New use case technical scoping | ✅ |
SEO Organic
| Tasks | In Support Scope | Out of Support Scope - Reach out to the Account Management team | Support Themes | |
|---|---|---|---|---|
| 1 | Thematic related queries/challenges | ✅ | GUIDE/HELP | |
| 2 | Organic widget-related queries/challenges | ✅ | GUIDE/HELP | |
| 3 | Parsing updates | ✅ | UPDATE | |
| 4 | Sitefetch crawl configs | ✅ | UPDATE | |
| 5 | SUC updates | ✅ | UPDATE |