March 2025

March 13: Coffee Hour- Extending content and integrations

Highlights from this coffee hour:

• Matt Adlai-Gail (Model N) shared insights from an Atlassian webinar, stating that 25% of work hours are spent searching for information, leading to 5 million lost hours per year in a 10,000-person organization.
• Matt emphasized shifting from knowledge hoarding to knowledge sharing to improve efficiency.
• Parker Smith (Expert) and Matt discussed how knowledge platforms like Expert can serve as a central hub for both internal and customer knowledge.
• Katherine Wedgewood (Liaison) discussed using global variables to manage content efficiently.
• Frank Tagader (Sylogist) suggested a content review manager tool to automate reminders for content updates and SME reviews.
• Jessica Betterly (Sylogist) highlighted the importance of content restructuring to improve accessibility and relevance.
• Katherine Wedgewood described integrating Expert with Salesforce for customer support teams but noted it wasn't widely used due to workflow habits.
• Parker Smith recommended experimenting with micro-content formats to improve Salesforce integration usability.
• Clint Rodenfels(ResMed) asked about simultaneously integrating Expert into multiple Salesforce instances, which was confirmed as possible.
• Ardan Sharp (Liaison) shared how their community integration allows seamless navigation between Expert and the community platform.
• Aliya Nadeeva (Model N) shared how they integrated transcripts of training videos into search results by hiding text in HTML, making videos more discoverable.
• Frank Tagader suggested using alt tags as metadata for image searches and content indexing.
• Rachel (Verizon) proposed using media repositories to pull images into external platforms for customer-facing content.
• Katherine Wedgewood expressed interest in using Pendo for interactive product tours to promote help content.
• Matt Adlai-Gail shared his experience implementing Pendo for analytics and customer engagement, discussing its integration with Expert.
• Matt also explained how A/B testing with Pendo is helping optimize content delivery methods.