April 3, 2017
How to Manage Structured Content When You Use Salesforce Communities

You've made the investment in Salesforce, it's backed by management and the money has been spent. You are committed to using Salesforce as the platform for your Customer Service portal using Salesforce Communities. And it's a solid platform, giving you much of the functionality you need. But there's a problem dealing with structured content and it's quickly becoming a headache you don't know how to deal with.

Dealing with Structured Content in Salesforce

Salesforce Communities provides Knowledge, a knowledge base solution to search and find information on your company's products and services. You enable your customers to search the knowledge base as part of the self-service support capabilities.

For many organizations though, Knowledge has some challenges in how the content is created and managed. Knowledge does not provide the capabilities needed to create highly structured content, yet you need this content structured because you use it in many situations in different ways.

In some cases, you have already invested time in creating structured content in another system and you want to import it in to Knowledge to make it available to your customers. But there's no way to import this content and ensure it keeps its structure.

For others, your content is available as Word documents, and you want to import it into Knowledge and wrap metadata around it to give it structure. Unfortunately, you cannot do this with Salesforce either.

So you're caught. Your company has made the commitment to use Salesforce Communities as your customer portal and you can't create and manage content the way you need to. You need a way to deliver structured content to customers while retaining the Salesforce solution mandated by your company.

Resolving Challenges with Structured Content

Good news. Ingeniux can help. The Ingeniux CMS is a decoupled content management solution that supports structured content out of the box. Two important things to understand:

  1. Ingeniux is decoupled. The presentation of your content is completely separated from the creation and management of your content. You use Ingeniux to manage your content, then leverage a couple of different methods to publish that content to different channels, like Salesforce Knowledge.
  2. Ingeniux content is structured content. Ingeniux supports a structured content model, so you can define a taxonomy and metadata and apply it to your content as you create it. For content that is already created, whether that's in another CMS, a component content management system that supports DITA, or in Word documents, you can import it into Ingeniux and keep, or create, the metadata it needs. If you want to enhance the metadata that came with the content you imported, you can do that as well. Once you have your content ready, you can preview how it will look in any publishing channel you define.

So you have your content in Ingeniux CMS, now what? Now you publish that content into your Salesforce customer portal in one of two ways:

Publishing your content into Salesforce directly: Ingeniux supports the ability to publish content into Salesforce Knowledge as individual article objects. These knowledge articles are then available in the Salesforce Communities experience. Ingeniux can apply tags and categories to each article. In addition, Ingeniux provides the ideal editorial platform as it supports workflow and review content before it goes to Salesforce.  

Create a separate, yet seamless, web experience: Create a separate website that exists alongside your Salesforce Community. Brand it to look exactly like the portal, and publish your content there. The customer doesn't know the content is on a separate website, it is a completely seamless experience. 

There are several benefits to publishing content in a separate web experience:

  • You can provide a rich faceted search experience making it even easier for customers to find the information they need.
  • You can provide federated search. If there's content located in another system that you want to include in the search, you can connect that repository and include it in the search experience.
  • Ingeniux CXP is a compatible Salesforce Connected app that supports SSO from Communities to the ingeniux CXP experience. 

A Better Way to Support Structured Content in Salesforce Communities

You're committed to Salesforce Communities, but that doesn't mean you have to deal with the challenge that Knowledge brings to working with highly structured content.

Ingeniux provides flexible options for authoring, managing and publishing structured content. It's your requirements, your strategy, Ingeniux's CMS solution.

I invite you to contact us for a demo to see the power and ease of deploying this unique capability.

Posted by Andrew Douglas
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