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Juniper takes customer service to the next level with GSA 7.0

Posted by Brian Kissel, Business CIO, Juniper Networks

Editors note:Today’s guest blogger is Brian Kissel, Business CIO of Juniper Networks, a global producer of digital network solutions and services. Brian’s team is leading a project to improve the findability of useful information for employees across the company, using the Google Search Appliance 7.0.

At Juniper, our ability to manage and access knowledge directly impacts our ability to innovate and deliver value to our customers. However, as at most enterprises, this “corporate knowledge” is contained in various places across the company.

For instance, in a single customer support call, our team might need to consult and filter through more than four different applications to see if similar issues had been solved before, or look for an existing fix. Doing this one by one using the default search tool within these systems was a real time-waster. It also meant we could overlook some of the information needed to make better decisions. And in the meantime, our customer is waiting!

To solve this problem, we recently started using the Google Search Appliance (GSA) across these systems. With the GSA, it was pretty straightforward to provide a single, unified search box, similar to a “Google.com for our business.” As with Google.com, we no longer have to ask the question of “which site might have this,” or correlate different ideas from different systems. Google made it possible to connect to our various sources, all while preserving the end-user security we apply to our different content.

Using GSA means one source of truth, delivering highly relevant search results. With our previous solution, employees wouldn’t find what they were looking for, or would have to look through multiple pages before finding it. With the GSA, people find what they are looking for on the first page without having to click back.

This has reduced turnaround time in solving customer problems and improved the level of our service. This saves direct costs, but, more importantly, leads to happier customers. For engineering, it means faster access to relevant information such as technical specification documents, product plans, and customer cases, which helps them design and build innovative products and solutions, better and faster.

Compared to traditional enterprise search solutions, GSA requires less human intervention for configuration, management and optimization, and we estimate that our labor costs have been reduced by approximately 25% as a result. Overall, by deploying Google Search internally, not only have we seen a tremendous boost in employee productivity, but we’ve managed to delight our employees by delivering a search experience that they are familiar with in their personal lives and also scales to the Enterprise.

Faeit 212 BlogExchange: Blogs From Around the World

I missed last weeks BlogExchange, and I just refuse to let life get in the way of missing another. So here is this weeks edition of Blogs from Around the World.

So what is the Blog Exchange? It is basically an exchange of blogs on each others blog rolls. Its that simple. The search engine beneath the blog roll is also set so that readers may do a search on all the blogs on the exchange for whatever it is that they are interested in. So if your blog is being added, Mondays is when I spotlight each new blog to the exchange. The purpose of the Faeit 212 BlogExchange is to generate traffic and ideas to the wider community of Warhammer related blogs around the world.
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Games Workshop's Customer Service

When it comes to customer service from Games Workshop, I have always received second to none great service. It just happens that a Warpsmith (chaos space marine) a good friend of mine received, had some issues, primarily with the power axe the model comes with. The model itself was fine and usable, but the axe was literally missing a large chunk of the handle beneath its hands.
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Surprise: Wall of Martyrs Fortification and More Dark Angel Rumors

It looks like the Wall of Martyrs will indeed get at least part of its terrain with rules, or perhaps they will also sell the bunker part separately. This rumor set includes a "Battle Bunker" as a fortification listing. Of course this is still a rumor.

Dark Angels heavy support is listed here as well as a dedicated transport list.
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Presence of Faeit: Buried With No Escape

This week has been a rough on my end, but loaded with lots of rumors regarding everything from Dark Angels to Orks. Normally I do not discuss personal events, and I will not go into detail here, but this week truly sucked ass.

Presence of Faeit is my weekly editorial. I generally report during the week what is going on, and today is my day to comment on what exactly it is that I am thinking of.
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Maelstrom Games Goes Under: Official

Maelstrom Games is no more. It seems that their debt was bought by Wayland Games Ltd, and later the debt was called. Regardless of how that looks (ruthless at first), please read the following letter that details out what happened from Wayland Games Ltd. I have provided a link to the official letter as well.
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Flesh of Cretacia: Black Library Pre-orders

The Flesh Tearers are the star of the next Space Marine Battles novels from the Black Library. It is available now for pre-order in both ebook or Hardcover.
Hardcover $20.00
Ebook $11.99
Dual Edition 26.99
http://www.blacklibrary.com/warhammer-40000/flesh-of-cretacia.html

THE STORY
Mere centuries after the end of the Horus Heresy, the newly-founded Flesh Tearers Chapter continues its bloody crusade against the xenos races that threaten Segmentum Pacificus. Chapter Master Amit leads his warriors to a feral world in pursuit of orks, but discovers something far more ancient and deadly in the depths of the jungle. Already battle-weary, the Flesh Tearers must master the dark legacy of their primarch Sanguinius if they are to prevail... and perhaps find a world worthy of being called their home.

The Hobbit: December 1st

Other sources are chiming in, and there seems to be a lot that correlates between the sources. So check out the latest on the Hobbit for your some casual Saturday reading.
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Concerning Hobbits: Getting The Truth About the Rumors

Yesterday we had some rumors about the LotR and the Hobbit. Some of it is apparently true and accurate, and yet some of it was apparently wrong. Lets get down to the truth of what is coming from a very reliable source.
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Non Profit Game/Model Auctions

Here is something from the Faeit 212 inbox, and I am not going to go into much detail on it. Take a look below and you can decide for yourself whether or not go this route.

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New Advanced Orders are Up

New Advanced Orders are up today. The Wall of Martyrs, Megaforces, and More. Check out the video.

December and the Hobbit

Keeping it light on rumors regarding the Hobbit, we have a rumor that discusses what we might be seeing regarding a new game, or a remake of an old one.
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Ravenwing Units: Black Knights and Dark Talons

One place that people look for insight into what is going to be released is the latest Black Library novels. There was a Black Library weekender, and ravenwing was at its forefront. Our source attended, and this is what he was able to report.
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New Eldar Bomber and Much More

Yesterday in the rumor mill, Stickmonkey is letting go of what models we should expect for 2013 for both Eldar and Orks. In the works there is mention of a couple new units not seen before for 40k, including a new Eldar Tank, New Eldar bomber, and more.
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Dark Angel Tactical Squads to Get Heavy Flamers

Here is another little rumor bit about Dark Angels, and specifically this time not about Deathwing or Ravenwing. Apparently it will also become an option for standard codex Space Marines as well. check out below.
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Dark Angels Release Date

Here is a bit on the release date supposedly from soneone within the "inner" ranks. Not exactly sure what that means, but lets take a look at it for it is, a possibility that we may see the Dark Angels codex earlier than what some are saying as April.
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Dark Angel Clarifications

There are a few clarifications to the latest Dark Angel Rumors, so I figured we had best get them down, as there was some cloudiness on what they exactly meant. So here they are, specifically about the new Reaper Cannon and some Plasma Gun options.
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More Eldar in the News

This time around though its from the Black Library and Gav Thorpe. I have been keeping up on Gav Thorpe's series of books about eldar and their background, which I think is the strongest part of his books so far, and I expect this one to be no different. The exciting part of this is its about Howling Banshees.
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Dark Angel Rumors: Lots of Plasma and the Ravenclaw

Dark Angels are getting plasma, and from the looks of it, its everywhere. This rumor set contains rumor bits for Troop and Fast Attack choices and comes from the Stickmonkey. Take a look and enjoy.
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The Eldar Codex Moves Forward

The Eldar codex has been started. I take the rumor below to mean that the design and testing side of things is done, and everything has been handed over to the author for writing. If that is the case its normally a about a 6 month deal to finish it. That doesnt mean released in 6 months, rather the codex will be ready to be released in that time period.

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French Games Day Interview with Robin Cruddace

This is an excellent brief interview with Robbin Cruddace at France's Games Day which to my understanding just ended the previous weekend. Robbin was gracious enough to answer some questions by one of our readers here, and Commissar-Lord Brusilov wrote up an excellent overview of that conversation. This is definitely worth your time to read, answers some questions about the Black Templar and codex creation, so sit back and enjoy on a hopefully quiet Sunday morning.
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Not Yet Released Model Seen in this Picture

This was shown to us here on the site comment section, and I am sure many readers have already seen it. On the left hand side of this picture is part of a chaos chariot that is not yet released. Hastings has said it looks like it will comes early next year alongside the Warriors of Chaos army book.

Scuzgob was the reader I am crediting with revealing the leak to us. Not sure if there was someone first elsewhere.

What Happened to the Missing Chaos Models?

Several models that were listed in rumors did not make the light of day in today's release of models. So what happened to them, and are we going to see some of these in the near future? Hastings apparently has some answers.
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November 2nd Half Releases

Here is what is going to be released for the second half of November and the price lists. Take a look, there are a lot that we already know, and of course some a few things I am not sure what exactly they are.... like the death world basing kit.

Blindsiding Ork Rumors

Yesterday we had some Ork rumors hit, and most of us were amazed we were seeing something along the lines of Orks hitting the rumor mill. Well, a little bit of asking, and we were able to determine where these rumors came from.
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Dark Angel Rumors Hitting Hard and Fast

The Dark Angel Rumors are just hitting right and left now, and there is not much slowing down the flow of info. Of course that is a little bit odd if we are not to see a codex until April, but we take what we can get. Lets take a look at what the latest rumor bits are.
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Deathwing and Ravenwing Rumors

This one looks slick, with Deathwing Terminators assaulting off of deepstrike and taking options like Plasma Cannons. They of course are seperated into different unit types for deathwing like some earlier rumors were saying, for HQ, Elite, and Troop units.

Take a look, it looks like Dark Angels are going to be tough.
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Ork Rumors

In this mornings rumors we have Ork Weird Boys with powers that get more dangerous the more Orks that surround them, with powers directly from Mork (offensive), and ones from Gork (strategic). There are large new squigoth type creatures, new rules for Mega Armour units, and Orks with FnP.

It looks like we get to start off a November with a nice little rumor set.
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