Content Aggregation for Desktop

What is Content Aggregation?

Organizations often manage a variety of information in different repositories, such as policy documents, how-to guides, and internal communications. When end users have queries, finding answers scattered across these repositories can be time-consuming and tedious. To streamline this process, Whatfix offers a solution through Content Aggregation, allowing you to integrate your repositories directly into your Whatfix Dashboard.

Content Aggregation is the process of automatically gathering the information in your repositories and integrating it in Whatfix as repository links. These are Whatfix links that take you to pages in your repositories. Once you integrate a repository, you can use your Repository Links in widgets such as Self Help or Task List.

Content Aggregation significantly enhances the end-user experience of using Self Help. Content Aggregation uses a crawler that reads the content of your repositories. When you add repository links to the Self Help widget, end users can directly search for the information they are looking for without relying on the link's title, making it more intuitive to find the relevant repository page.

Content Aggregation also acts as a feedback mechanism for improving the content in your repositories. End users can provide feedback in the Self Help widget for search results. You can view this feedback and adjust the content in your repositories. Updates to your content are regularly checked and integrated into Whatfix with the help of automatic syncs.

Types of crawling in Content Aggregation

Whatfix supports out-of-the-box repository integrations for several different applications. Whatfix also supports integrating other repositories as a custom integration, provided crawling is feasible for the repository. There are two ways Whatfix crawls repositories:

• Web Crawling: In this method of crawling, Whatfix's crawler extracts information from the HTML content of your repository pages.
• API Crawling: In this method of crawling, Whatfix's crawler calls the APIs of the application where you have your repository to fetch relevant information.

Benefits of Content Aggregation

Content Aggregation can help organizations improve their support content and customer satisfaction while reducing costs and staying ahead of the competition. With the help of Content Aggregation, companies can make informed decisions and improve their overall performance. Content Aggregation benefits the end users as well as the organization's internal employees.

The following are some benefits of Content Aggregation:

• Deep Search Capability: Content Aggregation offers deep search, which means search on Repository links is possible on the basis of the title as well as the content, words, and phrases available on that page. This adds value to our customers, as their end users can get what they are looking for faster, which improves the user experience. It also helps organizations' internal employees when they try to troubleshoot customer queries.
• Helps optimize solutions: This benefits your end users and the organization as a whole. With Content Aggregation, data analysts can understand the pattern of help content consumption, the type of help content that is most looked for, streamline their support portals, and help optimize and improve their products or services.
• Saves Time and Manual Effort: With Content Aggregation, you do not have to create manual links for your support portals. Content Aggregation promises to fetch up to 2000 pieces of content within 48-72 hours. This also saves the time of going back and forth between articles and creating multiple links.
• Automatic Syncs: With Content Aggregation, sync updates are automated, which means that even if there are any updates, additions, or deletions in your knowledge base, a sync is performed timely and the repository links on your Whatfix dashboard are updated. You can also set the sync frequency. This ensures that end users have access to the updated information.
• Contextualization: Content Aggregation supports features like automatic tagging of repository links with relevant tags to help with better contextualization.

Process of Content Aggregation

Whatfix first integrates organizations' Content Repositories on the Whatfix Dashboard using Content Aggregation. These crawled repositories are then integrated with Whatfix widgets such as Self Help and Task List.

These widgets are then made available to end users. When the end users want any information that is stored in the repository, they can derive it all by searching for it in the Self Help or Task List.

For example, if an organization has multiple repositories, they can use Content Aggregation to crawl all the repositories into the Whatfix Dashboard, and then integrate it with Self Help and Task List depending on their requirements. Content Aggregation now works as a search engine. If an end user of this organization wants to find any information, they can simply search for it on Self Help and get what they are looking for.

Repository integrations supported by Whatfix

SharePoint, OneDrive, ServiceNow, Freshservice, Confluence, Salesforce, ShareFile, Freshdesk, Zendesk, and Seismic are out-of-the-box integrations supported by Whatfix's Content Aggregation capability. In addition to this, Whatfix also enables you to integrate other unsupported repositories using the Custom Repository approach.