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• Spirent Communications Improves Customer Experience with Knowledge Management

  - by Tony Berk

  Spirent Communications plc is a global leader in test and measurement inspiring innovation within development labs, communication networks and IT organizations. The world’s leading communications companies rely on Spirent to help design, develop, validate, and deliver world-class network, devices, and services. Spirent’s customers require high levels of support for a diverse and complex product portfolio, and the company is committed to delivering on this requirement. Spirent needed a solution to help its customers get the information they need quickly and at their convenience through its Web site. After evaluating several solutions, Spirent selected and deployed Oracle Knowledge for Web Self Service Enterprise Edition. Oracle Knowledge Management uses natural language processing to understand the true intent of each inquiry logged via the support portal’s search function. The Spirent Knowledge Base on the company’s Customer Support Center (CSC) finds the best possible answer using search enhancement features?such as communications industry-specific libraries and federation to search external sources. Spirent has reduced contact center call volume while better serving its customers. Each time a customer uses the knowledge base, they find answers faster than by calling, and it saves Spirent an average of US$210 per call?which is significant when multiplied across the thousands of calls received monthly. Oracle Knowledge also helps support engineers find answers more quickly, enabling the company to scale without adding additional support engineers. Oracle Knowledge is integrated with Spirent's Siebel Contact Center implementation to provide an integrated desktop for CRM and agent intelligence, avoiding the need for contact center personnel to toggle between various screens to address customer inquiries, thereby accelerating customer service. Click here to learn more about Sprient's use of Siebel CRM and Oracle Knowledge Management.

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• Subclassing to avoid line length

  - by Super User

  The standard line length of code is 80 characters per line. This is accepted and followed by the most of programmers. I working on a state machine of a character and is necessary for me follow this too. I have four classes who pass this limit. I can subclass each class in two more and then avoid the line length limit. class Stand class Walk class Punch class Crouch The new classes would be StandLeft, StandRight and so on. Stand, Walk, Punch and Crouch would be then abstract classes. The question if there is a limit for the long of the hierarchies tree or this is depends of the case.

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• Why should ViewModel route actions to Controller when using the MVCVM pattern?

  - by Lea Hayes

  When reading examples across the Internet (including the MSDN reference) I have found that code examples are all doing the following type of thing: public class FooViewModel : BaseViewModel { public FooViewModel(FooController controller) { Controller = controller; } protected FooController Controller { get; private set; } public void PerformSuperAction() { // This just routes action to controller... Controller.SuperAction(); } ... } and then for the view: public class FooView : BaseView { ... private void OnSuperButtonClicked() { ViewModel.PerformSuperAction(); } } Why do we not just do the following? public class FooView : BaseView { ... private void OnSuperButtonClicked() { ViewModel.Controller.SuperAction(); // or, even just use a shortcut property: Controller.SuperAction(); } }

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• How do I handle priority and propagation in an event system?

  - by Peeter

  Lets say I have a simple event system with the following syntax: object = new Object(); object.bind("my_trigger", function() { print "hello"; }); object.bind("my_trigger", function() { print "hello2"; }); object.trigger("my_trigger"); How could I make sure hello2 is printed out first (I do not want my code to depend on which order the events are binded). Ontop of that, how would I prevent my events from propagating (e.g. I want to stop every other event from being executed)

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• DDD: service contains two repository

  - by tikhop

  Does it correct way to have two repository inside one service and will it be an application or domain service? Suppose I have a Passenger object that should contains Passport (government id) object. I am getting Passenger from PassengerRepository. PassengerRepository create request to server and obtain data (json) than parse received data and store inside repository. I have confused because I want to store Passport as Entity and put it to PassportRepository but all information about password contains inside json than i received above. I guess that I should create a PassengerService that will be include PassengerRepository and PassportRepository with several methods like removePassport, addPassport, getAllPassenger and etc. UPDATE: So I guess that the better way is represent Passport as VO and store all passports inside Passenger aggregate. However there is another question: Where I should put the methods (methods calls server api) for management passenger's passport. I think the better place is so within Passenger aggregate.

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• CRM@Oracle Series: Showcasing Innovation with Oracle Customer Hub

  - by tony.berk

  When is having too many customers a challenge? It is not something too many people would complain about. But from a data perspective, one challenge is to keep each customer's data consistent across multiple enterprise systems such as CRM, ERP, and all of your other related applications. Buckle your seat belts, we are going a bit technical today... If you have ever tried it, you know it isn't easy. If you haven't, don't go there alone! Customer data integration projects are challenging and, depending on the environment, require sharp, innovative people to succeed. Want to hear from some guys who have done it and succeeded? Here is an interview with Dan Lanir and Afzal Asif from Oracle's Applications IT CRM Systems group on implementing Oracle Customer Hub and innovation. For more interesting discussions on innovation, check out the Oracle Innovation Showcase.

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• Customer Experience Metrics That Matter Most

  - by Charles Knapp

  When customers contact your company, they don't ask to be deflected or handled or converted. They want to be satisfied. To improve the customer experience, you need more than traditional measures such as deflection rates, handling times, and conversion rates. In this new Oracle AppCast podcast, tune in to this conversation with me about customer experience metrics that you can use to grow your business. Would you like to learn more? Please join us at the one of a kind Customer Experience Summit at the Oracle OpenWorld Conference, October 3-5 in San Francisco.

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• Customer won't decide, how to deal?

  - by Crazy Eddie

  I write software that involves the use of measured quantities, many input by the user, most displayed, that are fed into calculation models to simulate various physical thing-a-majigs. We have created a data type that allows us to associate a numeric value with a unit, we call these "quantities" (big duh). Quantities and units are unique to dimension. You can't attach kilogram to a length for example. Math on quantities does automatic unit conversion to SI and the type is dimension safe (you can't assign a weight to a pressure for example). Custom UI components have been developed that display the value and its unit and/or allow the user to edit them. Dimensionless quantities, having no units, are a single, custom case implemented within the system. There's a set of related quantities such that our target audience apparently uses them interchangeably. The quantities are used in special units that embed the conversion factors for the related quantity dimensions...in other words, when using these units converting from one to another simply involves multiplying the value by 1 to the dimensional difference. However, conversion to/from the calculation system (SI) still involves these factors. One of these related quantities is a dimensionless one that represents a ratio. I simply can't get the "customer" to recognize the necessity of distinguishing these values and their use. They've picked one and want to use it everywhere, customizing the way we deal with it in special places. In this case they've picked one of the dimensions that has a unit...BUT, they don't want there to be a unit (GRR!!!). This of course is causing us to implement these special overrides for our UI elements and such. That of course is often times forgotten and worse...after a couple months everyone forgets why it was necessary and why we're using this dimensional value, calling it the wrong thing, and disabling the unit. I could just ignore the "customer" and implement the type as the dimensionless quantity, which makes most sense. However, that leaves the team responsible for figuring it out when they've given us a formula using one of the other quantities. We have to not only figure out that it's happening, we have to decide what to do. This isn't a trivial deal. The other option is just to say to hell with it, do it the customer's way, and let it waste continued time and effort because it's just downright confusing as hell. However, I can't count the amount of times someone has said, "Why is this being done this way, it makes no sense at all," and the team goes off the deep end trying to figure it out. What would you do? Currently I'm still attempting to convince them that even if they use terms interchangeably, we at the least can't do that within the product discussion. Don't have high hopes though.

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• Oracle Customer Experience Summit @ OpenWorld

  - by Christie Flanagan

  This first-ever Oracle Customer Experience Summit @ OpenWorld kicked off yesterday, bringing together established thought leaders and practitioners in customer experience. The first day saw noted marketing and customer experience thought leader, Seth Godin, take the stage to discuss how rapidly accelerating change and adoption are driving new behaviors and higher expectations in a massively disruptive transformation in which the customer now holds the power. His presentation gave us in-depth insight into this always-connected, always-sharing experience revolution we are witnessing.If you haven’t yet made it over to the Oracle Customer Experience Summit at The Westin St. Francis and the recently made over Oracle Square (aka Union Square), there’s still time today and tomorrow to network with industry peers and hear best practices from those who have steered their ventures through the disruptive trends of customer experience and have proven, successful strategies to share for driving strategic customer-centric initiatives. If you’re interested in learning how Oracle WebCenter helps businesses meet the demands of the customer experience revolution, be sure to check out these sessions at the Oracle Customer Experience Summit later today:Using the Online Customer Experience to Drive Engagement and Marketing Success Thursday, Oct 4, 4:15 PM - 5:15 PM - St. Francis - GeorgianMariam Tariq - Senior Director Product Management, Oracle Stephen Schleifer - Senior Principal Product Manager, Oracle Richard Backx - Business IT Architect/Consultant, KPN NL Netco CE Channels Online The online channel is a critical means of reaching and engaging customers. Online marketing efforts today must be targeted, interactive, and consistent to provide customers with a seamless experience. These efforts must include integrated management of Web, mobile, and social channels—supported by cross-channel customer data and campaigns—and integration with commerce to drive an engaging and differentiated online customer experience. Attend this session to learn how you can use the online channel to increase customer loyalty and drive the success of your marketing initiatives.Empowering Your Frontline Employees: Sales and Service Enterprise Collaboration Thursday, Oct 4, 5:30 PM - 6:30 PM - St. Francis - Elizabethan ABStephen Fioretti - VP, Product Management, Oracle Peter Doolan - Group Vice President, Sales Engineering, Oracle Andrew Kershaw - Sr Director Business Development, Oracle Marty Marcinczyk - VP Customer Experience Engineering, Comcast A focus on the employee experience is critical, because it can make or break your customers’ experiences, directly or indirectly. Engaged and empowered frontline employees become your best advocates and inspire your brand champions. This session explores proven approaches and tools, including social collaboration tools, that can help you empower and enable your frontline teams to improve customer and employee experiences.And before you go, you'll also want to explore the Innovation Tents in Oracle Square which feature leading-edge customer experience demonstrations; attend our customer journey mapping workshop; and learn at sessions focused on innovating differentiated experiences that drive cross-functional alignment.

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• My proposed design is usually worse than my colleague's - how do I get better?

  - by user151193

  I have been programming for couple of years and am generally good when it comes to fixing problems and creating small-to-medium scripts, however, I'm generally not good at designing large scale programs in object oriented way. Few questions Recently, a colleague who has same number of years of experience as me and I were working on a problem. I was working on a problem longer than him, however, he came up with a better solution and in the end we're going to use his design. This really affected me. I admit his design is better, but I wanted to come up with a design as good as his. I'm even contemplating quitting the job. Not sure why but suddenly I feel under some pressure e.g. what would juniors think of me and etc? Is it normal? Or I'm thinking a little too much into this? My job involves programming in Python. I try to read source code but how do you think I can improve me design skills? Are there any good books or software that I should study? Please enlighten me. I will really appreciate your help.

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• A PHP design pattern for the model part [PHP Zend Framework]

  - by Matthieu

  I have a PHP MVC application using Zend Framework. As presented in the quickstart, I use 3 layers for the model part : Model (business logic) Data mapper Table data gateway (or data access object, i.e. one class per SQL table) The model is UML designed and totally independent of the DB. My problem is : I can't have multiple instances of the same "instance/record". For example : if I get, for example, the user "Chuck Norris" with id=5, this will create a new model instance wich members will be filled by the data mapper (the data mapper query the table data gateway that query the DB). Then, if I change the name to "Duck Norras", don't save it in DB right away, and re-load the same user in another variable, I have "synchronisation" problems... (different instances for the same "record") Right now, I use the Multiton pattern : like Singleton, but multiple instances indexed by a key (wich is the user ID in our example). But this is complicating my developpement a lot, and my testings too. How to do it right ?

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• Interface Design Problem: Storing Result of Transactions

  - by jboyd

  Requirements: multiple sources of input (social media content) into a system multiple destinations of output (social media api's) sources and destinations WILL be added some pseudo: IContentProvider contentProvider = context.getBean("contentProvider"); List<Content> toPost = contentProvider.getContent(); for (Content c : toPost) { SocialMediaPresence smPresence = socialMediaService.getSMPresenceBySomeId(c.getDestId()); smPresence.hasTwitter(); smPresence.hasFacebook(); //just to show what this is smPresence.postContent(c); //post content could fail for some SM platforms, but shoulnd't be lost forever } So now I run out of steam, I need to know what content has been successfully posted, and if it hasn't gone too all platforms, or if another platform were added in the future that content needs to go out for it as well (therefore my content provider will need to not only know if content has gone out, but for what platforms). I'm not looking for code, although sample/pseudo is fine... I'm looking for an approach to this problem that I can implement

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• Expose subset of a class - design question

  - by thanikkal

  Suppose i have a product class with about close to 100 properties. Now for some operations (Say tax calculation) i dont really need this bulky product type, rather only a subset that has price related properties. I am not sure if i should create different snap shots(class) of products that just has the properties that i am interested in. what would be the ideal approach so that i don't unnecessarily pass around unsought fluff? Thanks in advance.

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• Choosing a design pattern for a class that might change it's internal attributes

  - by the_drow

  I have a class that holds arbitrary state and it's defined like this: class AbstractFoo { }; template <class StatePolicy> class Foo : public StatePolicy, public AbstractFoo { }; The state policy contains only protected attributes that represent the state. The state might be the same for multiple behaviors and they can be replaced at runtime. All Foo objects have the same interface to abstract the state itself and to enable storing Foo objects in containers. I would like to find the least verbose and the most maintainable way to express this.

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• Book Review: Pro SQL Server 2008 Relational Database Design and Implementation

  - by Alexander Kuznetsov

  Investing in proper database design is a very efficient way to cut maintenance costs. If we expect a system to last, we need to make sure it has a good solid foundation - high quality database design. Surely we can and sometimes do cut corners and save on database design to get things done faster. Unfortunately, such cutting corners frequently comes back and bites us: we may end up spending a lot of time solving issues caused by poor design. So, solid understanding of relational database design is...(read more)

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• Are there any GUI or user interface design patterns? [closed]

  - by Niranjan Kala

  I was curious about GUI design patterns, so I searched and got some information, including a list of UI patterns for the web. This UI patterns website says that: UI Patterns is a growing collection of User Interface Design Principles and User Interface Usability Patterns present on web applications and sites today. Are there any other design patterns for constructing websites or other user interfaces? Are there any books that describe these patterns? I'm particularly interested in patterns for Windows desktop development and web development in the .NET platform.

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• Is there a definitive reference on Pinball playfield design?

  - by World Engineer

  I'm looking at designing tables for Future Pinball but I'm not sure where to start as I've little background in game design per se. I've played scores of pinball tables over the years so I've a fairly good idea of what is "fun" in those terms. However, I'd like to know if there is a definitive "bible" of pinball design as far as layout and scoring/mode design goes. I've looked but there doesn't seem to be anything really coherent that I could find. Is it simply a lost art or am I missing some buried gem?

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• CEO Is the New CRM

  - by andrea.mulder

  Danny Rippon launched his blogging career last week with The Marketer outlining how CRM has evolved from managing customer data to 'CEM' - Customer Experience Management, and for true market leaders it is moving towards 'CEO' - Customer Experience Optimisation. Or as we like to say here in the states Customer Experience Optimization (with a "z"). Click here to hear Danny's thought on why CEO Is the New CRM.

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• How to justify technology choice to customer?

  - by suslik

  When freelancing / contracting a customer will typically specify functional requirements, acceptance criteria, etc, and the implementation details are in the developer's hands. As a developer your technology choice is a balancing act between what you are most familiar with, technologically what the right tool appears to be, ease of finding coders with this skill and their expense, and a few other factors. I'm in a situation where I have evaluated my options and selected a somewhat obscure open source technology that I believe will get me there faster, easier, and be more maintanable in the long term. It's different, but I think that that is what the requirements call for. The customer has inquired about what I'm going to use to build the solution, and now they are concerned because they've never heard of it before. The reasons for my choice are mostly technical, whereas the customer isn't (but they know some buzzwords!). Explaining these technical reasons will not be easy, and I am not sure if that is the right way to approach this situation anyway. And that's my question: what is the right way to approach this situation so as to cause the least amount of headache for everyone involved?

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• Travelocity Delivers Superior Customer Experience and Reduces Operating Costs with Oracle RightNow

  - by Tony Berk

  Turning the spotlight to our newest member of the CRM and Customer Experience (CX) family, RightNow, we highlight one of many customer success stories.  Travelocity is a leading provider of consumer-direct travel services for the leisure and business traveler. It markets and distributes travel-related products and services directly to individuals through Travelocity and its various brand websites and contact centers, and websites owned by its supplier and distribution partners. Before RightNow, Travelocity was running one system for its agent desktop and a separate email solution. Toggling between systems was inefficient and cumbersome. The RightNow contact center solution enables Travelocity to react at a moment’s notice and get customers the information they need before, during, and after their trip while maximizing agent productivity and driving revenue. Superior customer experience is one key reason why Travelocity continues to be a leader in the industry. The RightNow contact center solution supports Travelocity across its global brands with multi-channel support to provide superior care however customers communicate with the company—via phone, email, web, chat or mobile. Click here to learn more about Travelocity's use of Oracle RightNow and review other RightNow success stories.

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• What's new in ASP.Net 4.5 and VS 2012 - part 1

  - by nikolaosk

  I have downloaded .Net framework 4.5 and Visual Studio 2012 since it was released to MSDN subscribers on the 15th of August.For people that do not know about that yet please have a look at Jason Zander's excellent blog post .Since then I have been investigating the many new features that have been introduced in this release.In this post I will be looking into new features available in ASP.Net 4.5 and VS 2012.In order to follow along this post you must have Visual Studio 2012 and .Net Framework 4.5 installed in your machine.Download and install VS 2012 using this link.My machine runs on Windows 8 and Visual Studio 2012 works just fine. Please find all my posts regarding VS 2012, here .Well I have not exactly kept my promise for writing short blog posts, so I will try to keep this one short. 1) Launch VS 2012 and create a new Web Forms application by going to File - >New Web Site - > ASP.Net Web Forms Site.2) Choose an appropriate name for your web site.3) Build and run your site (CTRL+F5). Then go to View - > Source to see the HTML markup (Javascript e.t.c) that is rendered through the browser.You will see that the ASP.Net team has done a good job to make the markup cleaner and more readable. The ViewState size is significantly smaller compared to its size to earlier versions.Have a look at the picture below 4) Another thing that you must notice is that the new template makes good use of HTML 5 elements.When you view the application through the browser and then go to View Page Source you will see HTML 5 elements like nav,header,section.Have a look at the picture below  5) In VS 2012 we can browse with multiple browsers. There is a very handy dropdown that shows all the browsers available for viewing the website.Have a look at the picture below When I select the option Browse With... I see another window and I can select any of the installed browsers I want and also set the default browser. Have a look at the picture below  When I click Browse, all the selected browsers fire up and I can view the website in all of them.Have a look at the picture below There will be more posts soon looking into new features of ASP.Net 4.5 and VS 2012Hope it helps!!!

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• Tool to Convert table base design to table less design

  - by brz dot net

  What is the best optimized way to convert table base design to table less design? the layout should be cross browser compatible and SEO Friendly. Is there any tool/editor which converts existing table base design to table less design? Is there any option in dreamweaver to convert the design in tableless?

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• De-facto standards for customer information record

  - by maasg

  I'm currently evaluating a potential new project that involves creating a DB for typical customer information (userid, pwd, first & last name, email, adress, telfnr ...). At this point, requirements are only roughly defined. The customer DB is expected in the O(millions) of records. In order to calculate some back-of-the-envelope numbers for DB sizing and evaluate potential DB options & architectures, I'm looking for some de-facto standards for these kind of records. In particular, the std size of every field (first name, last name, address,...) or typical avg for a simple customer record would be great info. With so many e-commerce websites out there, there should be some kind of typical config that can be reused and avoid re-inventing the wheel. Any ideas?

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• how should I design Objects around this business requirement?

  - by brainydexter

  This is the business requirement: " A Holiday Package (e.g. New York NY Holiday Package) can be offered in different ways based on the Origin city: From New Delhi to NY From Bombay to NY NY itself ( Land package ) (Bold implies default selection) a. and b. User can fly from either New Delhi or Bombay to NY. c. NY is a Land package, where a user can reach NY by himself and is a standalone holidayPackage. " Let's say I have a class that represents HolidayPackage, Destination (aka City). public class HolidayPackage{ Destination holidayCity; ArrayList<BaseHolidayPackageVariant> variants; BaseHolidayPackageVariant defaultVariant; } public abstract class BaseHolidayPackageVariant { private Integer variantId; private HolidayPackage holidayPackage; private String holidayPackageType; } public class LandHolidayPackageVariant extends BaseHolidayPackageVariant{ } public class FlightHolidayPackageVariant extends BaseHolidayPackageVariant{ private Destination originCity; } What data structure/objects should I design to support: options a default within those options Sidenote: A HolidayPackage can also be offered in different ways based on Hotel selections. I'd like to follow a design which I can leverage to support that use case in the future. This is the backend design I have in mind.

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• What's new in ASP.Net 4.5 and VS 2012 - part 2

  - by nikolaosk

  This is the second post in a series of posts titled "What's new in ASP.Net 4.5 and VS 2012".You can have a look at the first post in this series, here. Please find all my posts regarding VS 2012, here. In this post I will be looking into the various new features available in ASP.Net 4.5 and VS 2012.I will be looking into the enhancements in the HTML Editor,CSS Editor and Javascript Editor.In order to follow along this post you must have Visual Studio 2012 and .Net Framework 4.5 installed in your machine.Download and install VS 2012 using this link.My machine runs on Windows 8 and Visual Studio 2012 works just fine.I will work fine in Windows 7 as well so do not worry if you do not have the latest Microsoft operating system.1) Launch VS 2012 and create a new Web Forms application by going to File - >New Web Site - > ASP.Net Web Forms Site.2) Choose an appropriate name for your web site.3) I would like to point out the new enhancements in the CSS editor in VS 2012. In the Solution Explorer in the Content folder and open the Site.cssThen when I try to change the background-color property of the html element, I get a brand new handy color-picker. Have a look at the picture below  Please note that the color-picker shows all the colors that have been used in this website. Then you can expand the color-picker by clicking on the arrows. Opacity is also supported. Have a look at the picture below4) There are also mobile styles in the Site.css .These are based on media queries.Please have a look at another post of mine on CSS3 media queries. Have a look at the picture below In this case when the maximum width of the screen is less than 850px there will be a new layout that will be dictated by these new rules. Also CSS snippets are supported. Have a look at the picture below I am writing a new CSS rule for an image element. I write the property transform and hit tab and then I have cross-browser CSS handling all of the major vendors.Then I simply add the value rotate and it is applied to all the cross browser options.Have a look at the picture below.  I am sure you realise how productive you can become with all these CSS snippets. 5) Now let's have a look at the new HTML editor enhancements in VS 2012You can drag and drop a GridView web server control from the Toolbox in the Site.master file.You will see a smart tag (that was only available in the Design View) that you can expand and add fields, format the web server control.Have a look at the picture below 6) We also have available code snippets. I type <video and then press tab twice.By doing that I have the rest of the HTML 5 markup completed.Have a look at the picture below 7) I have new support for the input tag including all the HTML 5 types and all the new accessibility features.Have a look at the picture below   8) Another interesting feature is the new Intellisense capabilities. When I change the DocType to 4.01 and the type <audio>,<video> HTML 5 tags, Intellisense does not recognise them and add squiggly lines.Have a look at the picture below All these features support ASP.Net Web forms, ASP.Net MVC applications and Web Pages. 9) Finally I would like to show you the enhanced support that we have for Javascript in VS 2012. I have full Intellisense support and code snippets support.I create a sample javascript file. I type If and press tab. I type while and press tab.I type for and press tab.In all three cases code snippet support kicks in and completes the code stack. Have a look at the picture below We also have full Intellisense support.Have a look at the picture below I am creating a simple function and then type some sort of XML like comments for the input parameters. Have a look at the picture below. Then when I call this function, Intellisense has picked up the XML comments and shows the variables data types.Have a look at the picture below Hope it helps!!!

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