MERCATOR OCEAN JOURNA: 
SEPTEMBER 2021 
2.4 Tools and services 
Center has been made available, replacing the technicaı 
FAQs that had existed since 2015, and which now deal with 
more general questions. This intuitive interface is divided 
into different themes, known as collections, and brings 
together more than 100 articles facilitating the use anc 
handling of Copernicus Marine Service data. 
Below are some examples of the collections available: 
- getting started with Copernicus Marine Service, 
Copernicus Marine Database - Pan European Platform, 
and 
Copernicus Marine Data Visualisation and Processing. 
At the end of each article, the user can evaluate it, and 
the Service Desk can then make it more fit to users’ 
expectations. 
2.4.5 User Notification Service : The User Notification 
Service section of the User Corner gathers all operational 
issues impacting the Copernicus Marine Service products 
or services. Issues are displayed as notifications, and 
sorted under 4 categories (Figure 10): General, Incidents, 
Maintenance and Improvements: 
A customisable RSS feed is available to build it according 
to specific criteria (products, regions, settings, etc.). A 
dedicated Twitter account is also avallable to follow alı 
notifications. 
2.4.1 Chat: A Chat is available on each page of the website, 
facilitating exchanges with users. This solution was 
requested by users and was implemented at the end of 
2020. The evaluation of user satisfaction is also done by 
this means, when a conversation Is closed. 
2.4.2 User Corner: Since January 2021, the User Corner 
has been expanded. It now includes 13 sections presenting 
services and useful links to different pages of the website: 
Getting Started: useful links and information for new 
users, 
FAQ: general questions and answers about the 
Zopernicus Marine Service, 
User Notification Service: be informed on operational 
issues on products and services, 
Help Center: collections of technical articles to 
master Copernicus Marine Service’s data, 
Product Roadmap: timeline of upcoming service 
developments and improvements, 
User Learning Services: e-Learning resources, 
Product Quality: product quality information updates, 
Collaborative forum: join the Copernicus Marine 
Zommunity, 
Login/Register: create a free account, 
Get Inspired: use cases across the 12 Blue Markets, 
Contact Us: contact the User Support, 
Service Commitments and Licence: range and level 
of services that the Copernicus Marine Service will 
supply to the user, 
Product Catalogue: printable catalogue in PDF format. 
2.4.3 Getting Started page: The Getting Started page was 
created at the end of 2018 to guide new Users through their 
first steps on the Copernicus Service. After a summary of 
the offer, several useful links are presented to find out 
averything to know to get operational. 
2.4.4 Help Center: With the arrival of the Chat, a new Help 
3. CONCLUSION AND NEXT STEPS 
The user learning and user support services have evolved 
continuously throughout the period 2015-2021, and are 
highly rated by the users (respectively 4.2 and 4.7/5). They 
are key to foster the user uptake. The next Copernicus 
phase (2021-2027) will allow the strengthening of these 2 
activities. 
EEE 
ncidents 
We I pa Sf 
Pracuct SOUFCS 
& Any - ww 
tatus 
AN 
REBEIOT 
r— 
Al! 
ı 
Darameter 
Os 
r 
Ad! 
All 
_——— 
Search 
a 
. Make this view an RSS feed 
gure 10: User Notification Service