Adobe launches XML Documentation for Adobe Experience Manager as a Cloud Service

The modern workforce is under tremendous strain because of the COVID-19 pandemic. Often with tighter budgets, organizations still need to sustain revenue streams while balancing the need to provide exceptional customer experiences and high engagement for their employees. And while resource availability may be at an all-time low, the volume of support required across industries is at an all-time high.

As organizations look to ramp up support initiatives for customers and employees, documentation and content teams are facing an overwhelming demand to create and deliver contextually relevant support content faster. Adobe’s component content management system (CCMS) — XML Documentation for Adobe Experience Manager, is a mission-critical piece in the customer journey puzzle as it provides structured content management capabilities to author, manage and deliver relevant, personalized and consistent experiences for post-sale and support content. In an upcoming Forrester study*, 50 percent of respondents’ organizations said they experienced a risk of increased strain on their help desk or contact center workforce due to incorrect content or documentation. The study also found that 64 percent of respondents’ organizations found it challenging to meet the demands of content creation today.

One way to reduce strain on the support workforce and improve employee engagement is to provide contextually relevant support content to enable self-service. To meet these growing demands for support content in the fastest and smartest way possible, and scale efforts, organizations need a modern, purpose-built platform solution. The new XML Documentation for Adobe Experience Manager as a Cloud Service gives them just that — a digital foundation that’s always current, scalable, and accessible.

XML Documentation for Adobe Experience Manager as a Cloud Service provides IT leaders and content creators the environment to author, manage and deliver product & technical documentation and policies and procedures content at scale. With continuous access to the latest features and a modular architecture — designed to auto-scale within seconds, while still maintaining peak performance, content teams can really scale content creation and deliver support content faster. The availability of more support content which is updated even faster, makes it easier for customers and employees to find answers themselves, thus reducing customer support queries and improving customer satisfaction.

“We see a great potential and value in the launch of XML Documentation for Adobe Experience Manager as a Cloud Service.” said Marco Cacciacarro, senior technical writer at BlackBerry, Canada. “From our experience in beta testing, we were very pleased with the enhancements made to the application, the performance and stability of the Cloud environment, and the overall vision for the product. Our beta experience has been a very positive one, and we continue to be impressed with Adobe’s willingness to seek out our feedback and use it to make practical, high-value improvements to XML Documentation for Adobe Experience Manager.”

Cloud-native component content management. SaaS-like agility.

The shift towards anytime, anywhere access to services has truly spilled over into all stages of customer engagement, from early product research to long after purchase. XML Documentation for Adobe Experience Manager as a Cloud Service is a compelling proposition for mid-size companies and enterprises that are increasingly transforming to adopt advanced digital tools but need more simplicity and flexibility to support their evolving business models. A cloud-native architecture makes it easy to scale as organizations grow. The Cloud Service environment is preconfigured and tested to meet enterprise security best practices and industry-recognized certifications. It’s also protected against outages and disasters with built-in redundancy and proactive monitoring.

AI-powered documentation

In today’s digital-first world, content without context is just information. So not only are documentation teams required to churn out huge volume of content, but they also need to ensure that the content is contextually relevant, easily discoverable, quickly consumable, and delivered at rapid speed. To maintain such high standards for content velocity and hyper-personalization, AI can go a long way.

By leveraging  Adobe Sensei, our AI and machine learning technology, with XML Documentation for Adobe Experience Manager, we are empowering organizations to power next-gen documentation workflows. Smart tags for text automatically identify and extract relevant metadata keywords from enterprise documents which saves time and ensures super-fast content creation and delivery. And the intrinsic intelligence added as enhanced metadata in turn leads to easier content discovery by end users.

Hassle-free management with focus on innovation

The true benefit of Cloud Service lies in enabling teams to focus on designing superior customer experiences instead of planning for product updates. The new service simplifies the IT stack, lowers total cost of ownership and reduces dependency on IT teams for deployment, maintenance, and enhancements, more easily allowing documentation and IT teams to align with their organizations’ strategic initiatives.

XML Documentation for Experience Manager as a Cloud Service uniquely offers an end-to-end, cloud-native component content management solution to create, manage and deliver unparalleled content experiences at scale, with SaaS-like speed to value while being extensible and customizable to meet business needs. Learn more about our new Cloud Service here.

*A commissioned study conducted by Forrester Consulting on behalf of Adobe, June 2021.