User Troubleshooting Options

Lucas Raab

2022年10月21日 13:00

Hello,

With some of our larger campaigns in terms of user counts, these capabilities would be useful when troubleshooting:

• User impersonation - if a user calls in an issue saying that they're done with the training, but it still shows them as incomplete. It would be handy to have an impersonation option to launch the training as that user to see what they see. We have things like proxy logs, but that isn't good enough because the logs will only tell us what the browser did, not what the user did. 
• User progress - currently, KnowBe4 only offers three progress indicators. Not started, in progress, and completed. Similar to the user impersonation, it would be useful to see what sections a user has completed as well as what in-slide content they've completed

These would let us be more proactive when dealing with user emails and/or phone calls. It would be more respectful of the user's time to independently investigate the issue than do the "let me know when you're available" dance to do a screen share.

Additionally, when our users take training off our corporate network, we have zero visibility into what and where a user has ended up in a training course. Having the impersonation and/or progress tracking will help us troubleshoot user issues when we have zero visibility from a network perspective.

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  Max Garczynski 2022年10月21日 22:36

  Hi Lucas,

  Thank you for sharing your feedback, our team really appreciates it!

  I've gone ahead and submitted a feature request to our development team for the ability to view user progress in training via impersonation AND by looking at a progress tracker. While I can’t provide a timeline or guarantee that this feature request will be implemented, our team always appreciates this information.

  In the meantime, please be sure to keep an eye out for our latest changes here: https://support.knowbe4.com/hc/en-us/articles/115009454228-Security-Awareness-Training-Platform-KMSAT-Change-Log. 

  I hope you have a wonderful day!

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  Lucas Raab 2022年10月24日 14:55

  Thanks, Max! One product I had in mind as a reference is Gitlab: https://docs.gitlab.com/ee/user/admin_area/#user-impersonation 

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  Alex Hutton 2022年10月24日 17:05

  Hi Lucas,

  We appreciate your feedback on this, and I have updated the request with your recommendation.  Please let us know if you have any other suggestions as we are always striving to improve our product.

  Cheers,

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