The ability to compartmentalize information is great.
The ability to track a document's edit history has really helped with audits.
The ability to control who can view/edit/remove a document has helped us make sure the reps get the information they need without confusion.
The search functionality has greatly improved since we first started using SupportPoint and helps our reps efficiently find the information they require.
The feedback system using only email is too simple for a large user base. Ideally, users could submit feedback with more context such as type of feedback, urgency and other info, and this meta-data could help receivers sort by priority. It would be nice if there was an interface within SP to manage feedback and export it to a spreadsheet format, rather than rely on email addresses alone.
We also dislike the limited functionality of the Side Window display. Our reps routinely open side windows for reference information while still using the core SP window to follow a procedure, but we are limited by the lack of left tab functionality for the side window display.
The "Active users report" in the Analytics section is a step in the right direction, but user management continues to be an issue—an "Inactive users report" would actually be more helpful I think. For administrative and audit purposes, it would also be nice to have the ability to see when a user was created / how long they've been a user, who created that user, and the history of a user's roles/permissions. Also, deleted users continue to show up in User reports.
The functionality of the Taskflow tab in which arrows always linearly point to the next task, even for branching tasks, is confusing to users and has basically led us not to use it.
Finally, more options for styles/formats when creating a document would be nice.
We've streamlined document creation and managing content updates so our users rarely encounter conflicting information.
We've greatly cut down on the amount of time our users spend searching for the info they need.
We've slightly cut down on training time.
We've given our users more independence without the need to stop to ask questions.