HelpX Program Status December 2, 2016

HelpX Business Highlights

  • CCL 2.0 Template: Improves customer access to pertinent Learn content based on skill level and provides more immediate navigation to related topics - went live at MAX on 11/2
  • AEM Search & Report: Added "template types" info to AEM Search results which gives content authors the ability to see what templates are used for a set of files - released 11/15
  • Acrolinx: Reporting and terminology db moved to Hillsboro co-lo which improves platform access and maintenance task handling - released 11/15
  • Globalization: Added ability for Loc team members to track rollout status per handoff batch in PPB so that they can view publishing workflow progress across multiple batches - released 11/15
  • Merchandising support: HelpX developed a mechanism to display the CC Black Friday Marketing Campaign promos on certain CS-related help docs - released 11/15

Total stories and bug fixes delivered for Sprint 38/39

New functionality

Contact Us 3.0: "Step skipping" ability to allow deep-linking into support experience.

Contact Us steps can be bypassed based on product support options available
  • User Guide template: The content is displayed via a combination of AEM node structure, templates, and tags
Left and right rail content is generated dynamically from tags and node structures
  • AEM Search and Report: The Page Template used for a file is now in search results.
AEM Search and Report tool can now display teh Page Template used

CCL 2.0 template: New Before/After image component can display effects of product features

The before/after component uses two like images to compare and contrast results of a particular instruction

Black Friday Marketing Campaign (BFMC) promo: HelpX leveraged promo content to support the BFMC

Here's the CS6 Downloads page showing the BFMC promotion

Upcoming HelpX Stories

User Guide

  • Finalizing and refining functionality to prepare for December 13th release

CCL template

  • Better error handling to provide default behaviors when no product tag present


  • Performance enhancements and error handling improvements

Contact Us 3.0

  • Work continues on entitlement, performance, and automation

Upcoming releases

  • User Guide Template: using dynamic content, this new template will simplify publishing workflows and improve customer access to available topics - launching 12/13
  • Contact Us 3.0: The customer support routing experience will have a new look, enhanced entitlement functionality, and more streamlined access to support options - launching 1/11
  • Customer Chat: The current platform (being EOLed) will be upgraded from LivePerson to their new LiveEngage platform - launching Q1-Q2 timeframe

Issue or blockers

  • Currently, there are no blockers or issues requiring escalation


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