Building a Knowledgebase in CQ5

[felicity_bright]

What are the potential pitfalls for building a knowledge base or FAQ section using CQ5?

I'm doing some work for a UK based company and they currently have Oracle Right Now as a customer experience platform.  

This is used to deliver the knowledgebase and it seems to have a whole lot of smarts that understand what customers are looking for, and surfaces the right knowledge at the right time.

I wondered how feasible it would be to build something similar in CQ5, or would it make more sense for the company to stick with the proven solution?

Interested to hear your thoughts.

Thanks and Regards,

Felicity.

[Paul_McMahon]

I think primary challenge there is the algorithm for how you link the customer's needs to the data. I think duplicating that will be hard to do no matter what framework/platform you implement this on. I don't think AEM is going to provide you any help with that part of the solution. Building a solution to manage the knowledge base content and display would be relatively straightforward in AEM, but the secret sauce with Right Now is the algorithm for matching the customer's question to the right content. Obviously there are some parallels to the capabilities of Adobe Target, but obviously very specialized. I think it would be hard to replicate the algorithm immediately in AEM - you spend quite a bit of time replicating it I think. 

[Sham_HC · Accepted solution]

Generally building kb/faq is straighter approach like post articles,permission, search,rating, comments....  Implementing with aem is easy unless requirements various.

Not aware of Oracle Right now component details to comment on.    I have see couple of customer built kb with cq5 example [1].

[1]  http://helpx.adobe.com/experience-manager/kb/index/full_kb_list.html

[Sham_HC]

Generally building kb/faq is straighter approach like post articles,permission, search,rating, comments....  Implementing with aem is easy unless requirements various.

Not aware of Oracle Right now component details to comment on.    I have see couple of customer built kb with cq5 example [1].

[1]  http://helpx.adobe.com/experience-manager/kb/index/full_kb_list.html