Success story

Building a streamlined knowledge management system with Adobe RoboHelp

Streamlined knowledge, maximized user value: Nagarro's solution for an industrial automation leader.
Know how Nagarro assisted a leading automation company specializing in industrial automation services and software, in streamlining and focusing its extensive knowledge base to serve various user groups with minimum duplicate information.

Business overview

A growing and diverse user base led to the client's Zendesk knowledge base expanding significantly over time. Recognizing the need for a more efficient and accessible solution, the client engaged Nagarro to migrate their knowledge base articles to a centralized, streamlined, and easily accessible platform. This new platform aims to streamline access and minimize the need for rework by enabling customized views of the existing and new knowledge base articles for each distinct user group.

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Suggested solution

Nagarro proposed Adobe RoboHelp as the ideal document library solution, which aligned with the client's requirements. The conditional tags feature of Adobe RoboHelp enabled the reuse of existing knowledge base articles, allowing for content customization for different user groups within a single document.

The client quickly approved the solution, recognizing its effectiveness in streamlining and personalizing their documentation management.

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Solution implementation and integration

To implement the solution, we chose an agile and iterative approach that ensures continuous collaboration with the client throughout the process.

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Step 1

Seamless integration of Adobe Robohelp with Zendesk to enhance knowledge base management 

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Challenge

Third-party authentication issue in Adobe Robohelp and Zendesk integration 

Implementation

The integration of Adobe RoboHelp with Zendesk was an important step in the creation and publication of knowledge base articles. However, the process was hindered by issues with third-party authentication on the Zendesk platform, which was configured on the client’s side.

To resolve this issue, we analyzed the problem and identified the necessary adjustments to the third-party authentication settings in Zendesk. By implementing these changes, we were able to successfully establish the connection between Adobe RoboHelp and Zendesk.

Once the integration was complete, we migrated the knowledge base articles from Zendesk to Adobe RoboHelp. After the migration, extensive testing was performed to ensure seamless functionality for different user groups. 

Outcome

As a result of these efforts, we published customized and user-oriented knowledge base documents tailored to different user groups. This implementation fulfilled the client’s requirements for a flexible and user-centric documentation publishing system.

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Step 2

Established Adobe RoboHelp as a unified knowledge base management system

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Challenge

The client required a comprehensive migration of their Microsoft Word-based product manual into Adobe RoboHelp to establish it as the single source of truth for their knowledge base management.

Implementation

Building on the successful integration of Zendesk with Adobe RoboHelp, we facilitated the seamless migration of the client’s Microsoft Word-based product manual into the RoboHelp project. To ensure consistency and ease of use, we replicated the structure of the Word manual's Table of Contents (TOC) in Adobe RoboHelp.

After integration, the product manual was customized to suit two distinct user groups, improving accessibility and user experience. Using Adobe RoboHelp's powerful conditional tagging feature, we were able to tailor specific content elements such as text, sections, images, tables, references and links to the individual needs of each audience.

Outcome

This tailored approach enabled the client to deliver personalized and relevant content to its various user groups while maintaining a unified knowledge base. The implementation ensured a smooth transition to Adobe RoboHelp, improved the client’s documentation process and met their goal of creating a flexible and user-centric knowledge management system.

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Step 3

Generating multiple content publishing output presets

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The challenge

The client needed a versatile publishing solution that would support multiple output formats for a single knowledge base project and ensure scalability and accessibility for different platforms and user requirements.

Implementation

To fulfil this requirement, experts at Nagarro proposed to create multiple output formats for publishing content from Adobe RoboHelp. These included responsive HTML5 websites, frameless web help, printed documents (Word or PDF), micro-content and chatbot-enabled content. After assessing the client's requirements, Nagarro recommended prioritizing the publication of content in frameless and PDF format.

This approach gave the client the flexibility to cater to different user preferences while maintaining consistency across all documentation channels. By leveraging the advanced capabilities of Adobe RoboHelp, we ensured that output was optimized for seamless delivery and accessibility.

Outcome

Our innovative strategy effectively solved the client's extensive documentation issues. Adobe RoboHelp's integration with Zendesk, coupled with a responsive and phased publishing process, enabled the client to deliver dynamic and user-centric content in the required formats, improving overall knowledge management and end-user satisfaction.

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Conclusion

By centralizing information and streamlining documentation, this project revolutionized the customer's workflow, empowering them with enhanced productivity and valuable insights.

At Nagarro, we go beyond managing information — we turn it into a strategic asset. This success story shows how, with the right expertise and innovative solutions, complex documentation challenges can be transformed into opportunities for efficiency, accessibility and user-centric content.

Our commitment to innovation, agility and intensive collaboration ensures that companies can realize the full potential of their knowledge base. At Nagarro, we don’t just optimize workflows, we create sustainable impact by driving digital transformation and operational excellence for our customers worldwide.

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