%PDF-1.6
%
60 0 obj
<>stream
hj0_<'I2!+Azil$Ma{c\?bP$D\#H RXpqfʃ§þƔWPR*h4
Zd0ׯL!(N[F$(EME*S06
FRXƁĥz̵]
SLMVo1?H3J<Ȁ't^{NWm
6<#㟬ߌ3vpɝ(ҁ }(J@;QioDv;FHLo M}
endstream
endobj
61 0 obj
<>stream
hޤJP_e`{AʅhZ)u;I\j!Ʉ0߹g&PASH;{
jJ疏yADaS۬y=}t~;3a-v5r_zY%`ڐM=kWler=?涫t7I|e?jMIU0a[66ZK92 JdѺBrE@%({0PzV"h轎\FV
Z\o&NB.74P3uso7SבkO@GHC1Xp !
endstream
endobj
1 0 obj
<>
endobj
3 0 obj
<>
endobj
12 0 obj
<>stream
2018-02-02T18:02:04-05:00
2019-09-11T21:44:27+05:30
2019-09-11T21:44:27+05:30
Adobe Photoshop CC 2019 (Macintosh)
xmp.iid:7abe9513-2af9-4b30-9bb2-9f22c97f4178
xmp.did:5a297315-6fd3-4db2-8873-522f9b9744c8
adobe:docid:photoshop:05f43534-fbbf-4541-b73e-9a120b734465
proof:pdf
xmp.iid:7fcffc3a-e3ea-43b1-9b86-7d3f7dedec02
xmp.id:af478814-82ae-4619-a4a9-78b033c39c79
xmp.did:5a297315-6fd3-4db2-8873-522f9b9744c8
proof:pdf
converted
from application/x-indesign to application/pdf
Adobe InDesign CC 13.0 (Macintosh)
/
2018-02-02T18:02:04-05:00
converted
from application/pdf to application/vnd.adobe.photoshop
saved
xmp.iid:6de18b80-220c-4a36-9a65-16739f585842
2019-09-02T16:08:41+05:30
Adobe Photoshop CC 2019 (Macintosh)
/
saved
xmp.iid:7fcffc3a-e3ea-43b1-9b86-7d3f7dedec02
2019-09-11T21:44:27+05:30
Adobe Photoshop CC 2019 (Macintosh)
/
converted
from application/vnd.adobe.photoshop to image/jpeg
derived
converted from application/vnd.adobe.photoshop to image/jpeg
saved
xmp.iid:7abe9513-2af9-4b30-9bb2-9f22c97f4178
2019-09-11T21:44:27+05:30
Adobe Photoshop CC 2019 (Macintosh)
/
image/jpeg
Adobe PDF Library 15.0
False
Hashout technologies can help you leverage your existing inves
Hashout technologies can help you leverage your existing investment in Adobe Experience Manager (AEM) to deliver a great self-service experience.
Leverage Your AEM Digital Experience to Drive Customer Self-Se
Leverage Your AEM Digital Experience to Drive Customer Self-Service
Customers Prefer Self-Service Support
Customers Prefer Self-Service Support
According to research by the Technology Services Industry Assoc
According to research by the Technology Services Industry Association, customers prefer to solve product issues on their own, rather than call into a support phone number. I bet you feel the same way too. When you have an issue with your phone or cable service, what’s the first thing you do? You Google it, right? You want to find the right answer, quickly, from whatever device you have handy. Your customers want that same convenience. And delivering that experience not only helps your customers to be more successful with your product, it helps your bottom line by lowering support costs!
A successful self-service website is truly a win-win.
A successful self-service website is truly a win-win.
$230
$230
Average cost to solve a case on the phone
Average cost to solve a case on the phone
$52
$52
Cost to solve the same case on the web!
Cost to solve the same case on the web!
(TSIA) Link
(TSIA)
Page Number
1
Three Components of a Winning Self-Service Strategy
Three Components of a Winning Self-Service Strategy
But how do you get from where you are today to an effortless s
But how do you get from where you are today to an effortless self-service web experience?
There are three critical components to your strategy:
There are three critical components to your strategy:
These components work together to ensure customers can find th
These components work together to ensure customers can find the content they need online and avoid having to call in for support. The rest of this post will focus on the first item - building a great self-service website experience that ensures:
Customers can find content easily The content on the site is ac
Customers can find content easily The content on the site is accurate Customers transition seamlessly between marketing and support
A great self-service website experience
A great self-service website experience
Strong knowledge management practices
Strong knowledge management practices
The ability to report the impact of self-service
The ability to report the impact of self-service
Page Number
2
Leverage Your Existing Investments to Build a Great Experience
Leverage Your Existing Investments to Build a Great Experience!
If you’re reading this, then you’re probably trying to figure o
If you’re reading this, then you’re probably trying to figure out how you are going to fund a project to build a self-service experience. Your support organization is likely a cost center, which means you are going to have to fight for every dollar you spend. A large capital expense project to build out a feature-rich self-service website … well, that may not be in the cards. But don’t worry! Hashout can help. The key is to leverage your existing investments in Adobe Experience Manager and your CRM. Connecting your CRM to AEM to deliver self-service content means you save money on technology and you save money by deflecting cases! In this scenario, your content lives in your CRM, where you can create, edit, and otherwise manage the content and any review processes. The Hashout Connector polls the CRM system periodically for new content and pushes it into AEM. AEM then publishes the content to the website, where you can leverage templates, branding, and styles consistent with the rest of your website.
This approach is viable with a number of CRMs, but today we are
This approach is viable with a number of CRMs, but today we are going to focus on how we can connect AEM with Salesforce to present content to customers.
Creates content Edits content Manages workflow
Creates content Edits content Manages workflow
Your support organization
Your support organization
Search for content Browse articles Submit cases
Search for content Browse articles Submit cases
Your customers
Your customers
Customer Relationships Management (CRM) System
Customer Relationships Management (CRM) System
Adobe Experience Manager (AEM)
Adobe Experience Manager (AEM)
Pushes content to website
Pushes content to website
connector
connector
Page Number
3
The AEM to SFDC Connector
The AEM to SFDC Connector
This connection is possible because Salesforce provides RESTful
This connection is possible because Salesforce provides RESTful APIs that allow a client application (in this case AEM) to retrieve data from Salesforce. The data can then be parsed and stored in AEM. To get started, your Salesforce admin will need to set up a connected app, which allows a client application to authenticate to Salesforce and retrieve data according to the security policies set up by your administrator. AEM can then be configured to retrieve data in real time or at a specified interval, say once every 2 min. AEM receives the data in JSON, parses it, and stores it in jrc nodes. AEM can then be set to fire workflows that process the data into web pages and replicate them across your publishers.
It might sound complicated, but it is pretty straightforward. W
It might sound complicated, but it is pretty straightforward. What it means in practice is that you can write your content in Salesforce, perhaps leveraging KCS. Then the content will just appear on your website, formatted the way you want it! And the article pages can still take advantage of any other features you’ve built into your site.
Creates content Edits content Manages workflow
Creates content Edits content Manages workflow
Your support organization:
Your support organization:
Replicate content pages
Replicate content pages
PUBLISHER
PUBLISHER
Creates content Edits content Manages workflow
Creates content Edits content Manages workflow
Your customers:
Your customers:
AUTHOR
AUTHOR
Request records using SOQL
Request records using SOQL
Parse JSON and store in temporary nodes
Parse JSON and store in temporary nodes
Execute workflows to process the data and create content pages
Execute workflows to process the data and create content pages
Page Number
4
Save Money and Deliver an Exceptional Self-Service Experience
Save Money and Deliver an Exceptional Self-Service Experience
Your marketing team worked hard to drive your company’s brand
Your marketing team worked hard to drive your company’s brand through your web experience; the last thing you want to do is disrupt that experience when customers go to get support online. With help from Hashout, you can deliver the same brand experience while delivering support solutions to customers online. You can save money by leveraging existing technologies, while enabling customers to solve their issues they way they want to! And then you get to save money again by deflecting cases! Oh, but now you may be wondering how to measure those case deflections. Don’t worry, we can help with that too.
Page Number
5
About Hashout
About Hashout
We help customer-centric companies deliver impactful digital e
We help customer-centric companies deliver impactful digital experiences at scale. With experience in implementing transformational projects around the world, our team is the best-in-class to take your innovative ideas from concept stage to the successful launch they deserve. Be it end-to-end product development or working on specific modules (such as DevOps Automation and Front End Design), we act as your extended engineering team to accelerate product development. Digital Experience, Analytics and Support are our core practice areas and we have built an exceptional reputation and talent on all three of them.
We are also an Adobe Partner and Salesforce expert and can hel
We are also an Adobe Partner and Salesforce expert and can help you maximize the return on investment from your Adobe Experience Manager and Salesforce implementation.
contact@hashouttech.com
contact@hashouttech.com
www.hashouttech.com
www.hashouttech.com
703 646 7375
703 646 7375
Page Number
6
adobe:docid:photoshop:8f8fbd1f-bf8c-11e9-a5a4-81c7906c386f
xmp.did:27eaa216-98b7-cb44-8d70-870badebb28d
xmp.did:36e5260d-d6ea-c942-ad57-88f485b59dd7
xmp.did:6de18b80-220c-4a36-9a65-16739f585842
CDCFFA7DA8C7BE09057076AEAF05C34E
3
sRGB IEC61966-2.1
2550
3300
8
8
8
2
1
3
3000000/10000
3000000/10000
2
0221
1
2550
3300
endstream
endobj
13 0 obj
<>/Filter/JPXDecode/Height 3300/Intent/RelativeColorimetric/Length 1099742/Metadata 12 0 R/Subtype/Image/Type/XObject/Width 2550>>stream
jP
ftypjpx jpx jp2 rreq - -jp2h ihdr colr jp2cOQ / \ #Bp[[ZSSSKQKQKbCCD=;;;`] $Bp\ZZZuRRRJJJC`C`C;;;;:] $Bq\%\%\ T7T7TLuLuLE
E
Ey<<