I have been asked to determine if it is possible to integrate the search functionality from Community to include additional knowledge bases within our eco-system and return results within community.
This is possible to make only with custom module in Self-Hosted version that you use. We don't have any web hooks for this yet.
Could you please explain in more details the reason for not organizing Knowledge Base in one place and what makes you distribute Documentation among different systems so we could think of better implementation of our knowledge base system?
Hello Matt,
This is possible to make only with custom module in Self-Hosted version that you use. We don't have any web hooks for this yet.
Could you please explain in more details the reason for not organizing Knowledge Base in one place and what makes you distribute Documentation among different systems so we could think of better implementation of our knowledge base system?
Let me see if I can answer this for Matt. We are working to integrate some of our business systems and support channels. One of our key customer resource is a Wiki that we manage. We have to keep our Wiki separate or managed as this is a resource that we also supply to some of our partners. So our need is to be able to direct our customers to the UR community, with the goal to keep them in the community as much as possible. The search need will allow us to improve the integration of our tools and give the end user the best experience possible.
Stas,
Let me see if I can answer this for Matt. We are working to integrate some of our business systems and support channels. One of our key customer resource is a Wiki that we manage. We have to keep our Wiki separate or managed as this is a resource that we also supply to some of our partners. So our need is to be able to direct our customers to the UR community, with the goal to keep them in the community as much as possible. The search need will allow us to improve the integration of our tools and give the end user the best experience possible.
Thanks for your opinion. But how do you see this implementation technically to be seamless in our system? Of course, we will work on many integrations with other apps during next 6 months, but we better keep knowledge base as simple as possible to make the process of search within community user friendly.
Some thoughts on improvements that we are thinking - make multilingual KB, make continues KB categories (imagine you have several articles within 1 category that you want to display on one page, but with anchor to each article).
What we need so far, some feedback from users on how can we improve our current KB but not integrate many KBs in one system. This would be a win-win position.
I can imagine that workflows could be different, and there could different products/services company provide, so company need to forward user to the right KB. So we try to focus on seamless process now, but if technically you see the way of implementing search among all of your KBs with different architecture, we are ready to hear your opinion :)
Lee,
Thanks for your opinion. But how do you see this implementation technically to be seamless in our system? Of course, we will work on many integrations with other apps during next 6 months, but we better keep knowledge base as simple as possible to make the process of search within community user friendly.
Some thoughts on improvements that we are thinking - make multilingual KB, make continues KB categories (imagine you have several articles within 1 category that you want to display on one page, but with anchor to each article).
What we need so far, some feedback from users on how can we improve our current KB but not integrate many KBs in one system. This would be a win-win position.
I can imagine that workflows could be different, and there could different products/services company provide, so company need to forward user to the right KB. So we try to focus on seamless process now, but if technically you see the way of implementing search among all of your KBs with different architecture, we are ready to hear your opinion :)
I understand and i agree, keeping everything centralized is important for community and knowledge health but as you know many companies have old systems that they need to consider. We are trying to make as many people as possible happy. Btw - our Wiki is Confluence.
We hope to allow the user to search keywords and then return a list of options either in the system or linked to another managed web page or database. For example, we have an old forum that has some good content but we do not want to move the content over to our new community but it would be nice to allow for search. The end goal is to make the user experience as easy as possible to get the answer the first time. I get that this might not be optimal.
On the KB overall development path I would highly recommend that you look at the KCS model as many current CRMs are starting to manage towards this validate, capture, re-use method. Also a great read on new methods for knowledge management is around open collaboration. From these two methods you can start to see how knowledge re-use and collaboration can be integrated into the community workflow. Many of the concepts are around handling requests but how the knowledge is shared, captured, re-used, and kept health would all help to improve the social community model you have built out. Glad to chat more on this topic. I worked with GetSatisfaction a bit on this and just outlined some changes to ZOHO's case and knowledge management workflow that they are launching in their next release.
I understand and i agree, keeping everything centralized is important for community and knowledge health but as you know many companies have old systems that they need to consider. We are trying to make as many people as possible happy. Btw - our Wiki is Confluence.
We hope to allow the user to search keywords and then return a list of options either in the system or linked to another managed web page or database. For example, we have an old forum that has some good content but we do not want to move the content over to our new community but it would be nice to allow for search. The end goal is to make the user experience as easy as possible to get the answer the first time. I get that this might not be optimal.
On the KB overall development path I would highly recommend that you look at the KCS model as many current CRMs are starting to manage towards this validate, capture, re-use method. Also a great read on new methods for knowledge management is around open collaboration. From these two methods you can start to see how knowledge re-use and collaboration can be integrated into the community workflow. Many of the concepts are around handling requests but how the knowledge is shared, captured, re-used, and kept health would all help to improve the social community model you have built out. Glad to chat more on this topic. I worked with GetSatisfaction a bit on this and just outlined some changes to ZOHO's case and knowledge management workflow that they are launching in their next release.
Hello Matt,
This is possible to make only with custom module in Self-Hosted version that you use. We don't have any web hooks for this yet.
Could you please explain in more details the reason for not organizing Knowledge Base in one place and what makes you distribute Documentation among different systems so we could think of better implementation of our knowledge base system?
Hello Matt,
This is possible to make only with custom module in Self-Hosted version that you use. We don't have any web hooks for this yet.
Could you please explain in more details the reason for not organizing Knowledge Base in one place and what makes you distribute Documentation among different systems so we could think of better implementation of our knowledge base system?
Stas,
Let me see if I can answer this for Matt. We are working to integrate some of our business systems and support channels. One of our key customer resource is a Wiki that we manage. We have to keep our Wiki separate or managed as this is a resource that we also supply to some of our partners. So our need is to be able to direct our customers to the UR community, with the goal to keep them in the community as much as possible. The search need will allow us to improve the integration of our tools and give the end user the best experience possible.
Stas,
Let me see if I can answer this for Matt. We are working to integrate some of our business systems and support channels. One of our key customer resource is a Wiki that we manage. We have to keep our Wiki separate or managed as this is a resource that we also supply to some of our partners. So our need is to be able to direct our customers to the UR community, with the goal to keep them in the community as much as possible. The search need will allow us to improve the integration of our tools and give the end user the best experience possible.
Lee,
Thanks for your opinion. But how do you see this implementation technically to be seamless in our system? Of course, we will work on many integrations with other apps during next 6 months, but we better keep knowledge base as simple as possible to make the process of search within community user friendly.
Some thoughts on improvements that we are thinking - make multilingual KB, make continues KB categories (imagine you have several articles within 1 category that you want to display on one page, but with anchor to each article).
What we need so far, some feedback from users on how can we improve our current KB but not integrate many KBs in one system. This would be a win-win position.
I can imagine that workflows could be different, and there could different products/services company provide, so company need to forward user to the right KB. So we try to focus on seamless process now, but if technically you see the way of implementing search among all of your KBs with different architecture, we are ready to hear your opinion :)
Lee,
Thanks for your opinion. But how do you see this implementation technically to be seamless in our system? Of course, we will work on many integrations with other apps during next 6 months, but we better keep knowledge base as simple as possible to make the process of search within community user friendly.
Some thoughts on improvements that we are thinking - make multilingual KB, make continues KB categories (imagine you have several articles within 1 category that you want to display on one page, but with anchor to each article).
What we need so far, some feedback from users on how can we improve our current KB but not integrate many KBs in one system. This would be a win-win position.
I can imagine that workflows could be different, and there could different products/services company provide, so company need to forward user to the right KB. So we try to focus on seamless process now, but if technically you see the way of implementing search among all of your KBs with different architecture, we are ready to hear your opinion :)
I understand and i agree, keeping everything centralized is important for community and knowledge health but as you know many companies have old systems that they need to consider. We are trying to make as many people as possible happy. Btw - our Wiki is Confluence.
We hope to allow the user to search keywords and then return a list of options either in the system or linked to another managed web page or database. For example, we have an old forum that has some good content but we do not want to move the content over to our new community but it would be nice to allow for search. The end goal is to make the user experience as easy as possible to get the answer the first time. I get that this might not be optimal.
On the KB overall development path I would highly recommend that you look at the KCS model as many current CRMs are starting to manage towards this validate, capture, re-use method. Also a great read on new methods for knowledge management is around open collaboration. From these two methods you can start to see how knowledge re-use and collaboration can be integrated into the community workflow. Many of the concepts are around handling requests but how the knowledge is shared, captured, re-used, and kept health would all help to improve the social community model you have built out. Glad to chat more on this topic. I worked with GetSatisfaction a bit on this and just outlined some changes to ZOHO's case and knowledge management workflow that they are launching in their next release.
http://www.serviceinnovation.org/kcs/
http://www.managementexchange.com/story/designing-open-collab
I understand and i agree, keeping everything centralized is important for community and knowledge health but as you know many companies have old systems that they need to consider. We are trying to make as many people as possible happy. Btw - our Wiki is Confluence.
We hope to allow the user to search keywords and then return a list of options either in the system or linked to another managed web page or database. For example, we have an old forum that has some good content but we do not want to move the content over to our new community but it would be nice to allow for search. The end goal is to make the user experience as easy as possible to get the answer the first time. I get that this might not be optimal.
On the KB overall development path I would highly recommend that you look at the KCS model as many current CRMs are starting to manage towards this validate, capture, re-use method. Also a great read on new methods for knowledge management is around open collaboration. From these two methods you can start to see how knowledge re-use and collaboration can be integrated into the community workflow. Many of the concepts are around handling requests but how the knowledge is shared, captured, re-used, and kept health would all help to improve the social community model you have built out. Glad to chat more on this topic. I worked with GetSatisfaction a bit on this and just outlined some changes to ZOHO's case and knowledge management workflow that they are launching in their next release.
http://www.serviceinnovation.org/kcs/
http://www.managementexchange.com/story/designing-open-collab
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