Broadcom Clarity: Discontinuation of Pendo Service

Effective Date: Friday, December 6, 2024

Overview

Broadcom is discontinuing the use of the Pendo service for Clarity. This change will affect specific functionalities in certain versions of Clarity. Below, we outline the impacts, workarounds, and Broadcom's long-term plan to address the situation.

What is Pendo ?

Pendo in Clarity is a third-party analytics and guidance tool integrated into the Clarity platform to enhance the user experience. It provides features like:

1. User Guidance and Onboarding:

   • Helps new users navigate through the application with guided walkthroughs, tooltips, and in-app messaging.

2. Usage Analytics:

   • Tracks how users interact with the application, identifying popular features and areas for improvement.

3. Information Delivery:

   • Allows administrators to share announcements, updates, or contextual help directly within the Clarity interface.

4. Feature Adoption:

   • Monitors the adoption rate of new features and functionality, helping organizations understand how effectively users are leveraging the system.

Impact Summary

While there is no direct impact on Clarity’s core functionality, the following areas may experience minor issues:

1. Application Logs

• Error messages related to the system’s inability to reach Pendo or incorrect target agent code will appear in Clarity application logs.

2. Browser Network Traces

• End-user browsers may display errors in network traces indicating an inability to reach Pendo.

3. "Information Center" Feature

For Clarity Versions 16.2.1 - 16.2.3

• The "?" icon (next to the Notification/Bell icon) will still appear for customers who enabled the feature toggle for the "Information Center."

• Post-December 6, 2024: Clicking the "?" icon will yield no results.

• Previously available options ("Help," "Ask Vaia," and "Product Announcements") will no longer be functional.

For Clarity Version 16.3.0

• The "Information Center" feature toggle has been removed.

• Post-December 6, 2024: The "?" icon will appear by default upon upgrade, but clicking it will not trigger any response.

Workarounds

After December 6, 2024, customers can access "Help" and "Ask Vaia" via the MUX:

1. Navigate to the Avatar menu.

2. Select Help for accessing ICE (Information Center Experience).

3. Utilize the "Ask Vaia" icon within the same panel.

Long-Term Resolution

Broadcom is actively developing a patch to address these issues:

1. Feature Toggle Reinstatement:

   • A patch for Clarity 16.3.0 and higher will reinstate the "Information Center" feature toggle, allowing customers to disable it if needed.

2. Direct Access via "?" Icon:

   • Modifications to the "?" icon are planned to enable direct access to the ICE panel.

Note: The timeline for patch release is currently unavailable, but Broadcom is working to deliver it soon.

Next Steps

• Monitor application logs for Pendo-related errors.

• Inform end users about accessing "Help" and "Ask Vaia" through the Avatar menu in the MUX.

• Stay updated on Broadcom’s patch progress for Clarity 16.3.0 and higher.

For Further Assistance

Rego’s support team is available to help mitigate any impact. If you have any questions or concerns, please do not hesitate to contact our Rego SaaS support team at SaaSSupportTeam@regoconsulting.com. 

 Thank you for your understanding and cooperation as we work to improve our services. 

Sincerely, 

Rego SaaS Support Team