Ensuring completeness when publishing to a content management system
First Claim
1. A method for requiring a predetermined level of template completeness when publishing information on products and services within a content management system (CMS), the method comprising:
- storing in a database a plurality of objects arranged in a content taxonomy, wherein the content taxonomy comprises a plurality of object groups, a plurality of object types, a plurality of objects, and a plurality of articles, wherein each object group comprises a plurality of object types sharing a first commonality, wherein each object type comprises a plurality of objects sharing a second commonality, and wherein each of the objects comprises a plurality of articles that together provide information about an associated object;
providing a plurality of CMS templates wherein each template is associated with one of the plurality of articles and describes a format and layout thereof;
defining a CMS template set chosen from the plurality of CMS templates, the CMS template set used to describe information for a type of products or services wherein application of the templates for generating new articles provides each of the objects of the same object type with the same CMS template set as the other objects of the same object type, including the same set of articles with the same format and layout;
creating a new object in the content taxonomy, including generating a record of the new object in the database, determining the object group and the object type of the new object, based on the determined object group and object type identifying the CMS template set associated therewith, the identified CMS template set defining the number and type of articles requiring completion for the new object, and automatically generating said number and type of articles;
receiving pieces of content for the articles in the identified CMS template set from multiple users, each of said articles being assigned to one of the multiple users for providing said content, including creating a task identifier that links each of said articles to the associated user, controlling a workflow for article completion for the new object, and displaying an indicator representing an article requiring completion to the associated user;
determining if the received pieces of content satisfy a predetermined criteria establishing CMS publication readiness;
prohibiting CMS publication until the predetermined criteria is satisfied;
receiving a publication request from the CMS publisher after the predetermined criteria is satisfied; and
after receiving the publication request, automatically publishing the pieces of content and corresponding CMS templates to the CMS without further interaction from the CMS publisher.
3 Assignments
0 Petitions
Accused Products
Abstract
New functions for a contact center system include: testing user'"'"'s comprehension of informational messages with a quiz; capturing insight of superior users having a KPI score above a threshold by having those users submit information on why they perform so well; dynamically ordering solutions to issues by re-ranking the solutions periodically based on recency and frequency; integrating information for use by a contact center representative while online with a customer and information for use when not online; storing content items in a telecommunications industry taxonomy; directing user feedback on a content item to the proper owner/manager of that content; communicating solution information using a solutions taxonomy; displaying a dual information system having a CRM application as well as reference material that is context-appropriate; enforcing completion of a group of templates when creating a content item to be published; ensuring a group of templates for a content item are complete before publishing them; and searching within a contact center system portal using a continuum of search functions.
122 Citations
6 Claims
-
1. A method for requiring a predetermined level of template completeness when publishing information on products and services within a content management system (CMS), the method comprising:
-
storing in a database a plurality of objects arranged in a content taxonomy, wherein the content taxonomy comprises a plurality of object groups, a plurality of object types, a plurality of objects, and a plurality of articles, wherein each object group comprises a plurality of object types sharing a first commonality, wherein each object type comprises a plurality of objects sharing a second commonality, and wherein each of the objects comprises a plurality of articles that together provide information about an associated object; providing a plurality of CMS templates wherein each template is associated with one of the plurality of articles and describes a format and layout thereof; defining a CMS template set chosen from the plurality of CMS templates, the CMS template set used to describe information for a type of products or services wherein application of the templates for generating new articles provides each of the objects of the same object type with the same CMS template set as the other objects of the same object type, including the same set of articles with the same format and layout; creating a new object in the content taxonomy, including generating a record of the new object in the database, determining the object group and the object type of the new object, based on the determined object group and object type identifying the CMS template set associated therewith, the identified CMS template set defining the number and type of articles requiring completion for the new object, and automatically generating said number and type of articles; receiving pieces of content for the articles in the identified CMS template set from multiple users, each of said articles being assigned to one of the multiple users for providing said content, including creating a task identifier that links each of said articles to the associated user, controlling a workflow for article completion for the new object, and displaying an indicator representing an article requiring completion to the associated user; determining if the received pieces of content satisfy a predetermined criteria establishing CMS publication readiness; prohibiting CMS publication until the predetermined criteria is satisfied; receiving a publication request from the CMS publisher after the predetermined criteria is satisfied; and after receiving the publication request, automatically publishing the pieces of content and corresponding CMS templates to the CMS without further interaction from the CMS publisher. - View Dependent Claims (2)
-
-
3. A system for requiring a predetermined level of template completeness when publishing information on products and services within a content management system (CMS), the system comprising:
-
a database unit for storing a plurality of objects arranged in a content taxonomy, wherein the content taxonomy comprises a plurality of object groups, a plurality of object types, a plurality of objects, and a plurality of articles, wherein each object group comprises a plurality of object types sharing a first commonality, wherein each object type comprises a plurality of objects sharing a second commonality, and wherein each of the objects comprises a plurality of articles that together provide information about an associated object; a plurality of CMS templates wherein each template is associated with one of the plurality of articles and describes a format and layout thereof; a definition unit for defining a CMS template set chosen from the plurality of CMS templates, the CMS template set used to describe information for a type of products or services wherein application of the templates for generating new articles provides each of the objects of the same object type with the same CMS template set as the other objects of the same object type, including the same set of articles with the same format and layout; a creation unit for creating a new object in the content taxonomy, including a record generation unit for generating a record of the new object in the database unit, a selection unit for determining the object group and the object type of the new object, an identification unit for, based on the determined object group and object type, identifying the CMS template set associated therewith, the identified CMS template set defining the number and type of articles requiring completion for the new object, and an article generation unit for automatically generating said number and type of articles; a receiver for receiving pieces of content for the articles in the identified CMS template set from multiple users, each of said articles being assigned to one of the multiple users for providing said content, including creating a task identifier that links each of said articles to the associated user, controlling a workflow for article completion for the new object, and displaying an indicator representing an article requiring completion to the associated user; a determination unit for determining if the received pieces of content satisfy a predetermined criteria establishing CMS publication readiness; a prohibition unit for prohibiting CMS publication until the predetermined criteria is satisfied; a receiver for receiving a publication request from the CMS publisher after the predetermined criteria is satisfied; an automatic publisher for automatically publishing (after receiving the publication request) the pieces of content and corresponding CMS templates to the CMS without further interaction from the CMS publisher, and at least one computer processor through which the definition unit, the receiver, the determination unit, the prohibition unit, the receiver and the automatic publisher are executed. - View Dependent Claims (4)
-
-
5. A computer program on a computer readable medium, for execution by a computer for requiring a predetermined level of template completeness when publishing information on products and services within a content management system (CMS), the computer program comprising:
-
a code segment for storing in a database a plurality of objects arranged in a content taxonomy, wherein the content taxonomy comprises a plurality of object groups, a plurality of object types, a plurality of objects, and a plurality of articles, wherein each object group comprises a plurality of object types sharing a first commonality, wherein each object type comprises a plurality of objects sharing a second commonality, and wherein each of the objects comprises a plurality of articles that together provide information about an associated object; a code segment for providing a plurality of CMS templates wherein each template is associated with one of the plurality of articles and describes a format and layout thereof a code segment for defining a CMS template set chosen from the plurality of CMS templates, the CMS template set used to describe information for a type of products or services wherein application of the templates for generating new articles provides each of the objects of the same object type with the same CMS template set as the other objects of the same object type, including the same set of articles with the same format and layout; a code segment for creating a new object in the content taxonomy, including a record generation code segment for generating a record of the new object in the database unit, a selection code segment for determining the object group and the object type of the new object, an identification code segment for, based on the determined object group and object type, identifying the CMS template set associated therewith, the identified CMS template set defining the number and type of articles requiring completion for the new object, and an article generation code segment for automatically generating said number and type of articles; a code segment for receiving pieces of content for the articles in the CMS templates from multiple users, each of said articles being assigned to one of the multiple users for providing said content, including creating a task identifier that links each of said articles to the associated user, controlling a workflow for article completion for the new object, and displaying an indicator representing an article requiring completion to the associated user; a code segment for determining if the received pieces of content satisfy a predetermined criteria establishing CMS publication readiness; a code segment for prohibiting CMS publication until the predetermined criteria is satisfied; a code segment for receiving a publication request from the CMS publisher after the predetermined criteria is satisfied; and a code segment for automatically publishing (after receiving the publication request) the pieces of content and corresponding CMS templates to the CMS without further interaction from the CMS publisher. - View Dependent Claims (6)
-
Specification