MindTouch vs. Oracle WebCenter Sites

If a company doesn't want to make their knowledge base public-facing, you lose a lot of the value of using MindTouch in a closed environment. MindTouch is not ideal for extremely structured content management scenarios that are strong DITA advocates. Companies that require localization might not be good fits either.

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Oracle WebCenter Sites is very well suited to presenting marketing content in all shapes and forms, including mobile, an in a corporate web site. Oracle WebCenter Sites can also manage small product catalogs easily. Important things to consider when selecting a CMS:

• How important is the ease with which my business users update content?
• How often are updates made?
• How distributed are my business contributors?
• How important is preview in my organization's workflow and publishing process?

• MindTouch helps to easily organize our help articles to ensure that our end user is receiving the proper information.
• The MindTouch platform is extremely easy to navigate which reduces the turnaround time for our team to publish new material.
• The editor tools supplied through MindTouch make styling our documentation a breeze.
• The contextual help tool allows our customers to consume documentation based on the page they are viewing in our platform.

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• Easy-to-use content authoring and design tools for business users.
• Segmentation based on implicit (behavioral) or explicit (known user or characteristics) criteria or a combination of the two.
• Flexible rules engine for creation of customer segments and recommendations, enabling delivery of targeted content and campaigns.

• When we do have a support issue, we frequently need to go through multiple people, contacts, ways of explaining things, etc,. before someone on their end actually understands our problem. It's rare that the first person we talk to understands the big picture or appreciates our use case.
• The draft functionality is a promising start but lacks some key features that cause us regular frustration. For example, you can only create one draft of a page at a time. This is fine if changes come to you in perfect sequential order, but it makes it impossible for us to update a live page while a draft exists. More specifically, if we're working on updating content on a page for a new feature being released next month, but then we notice a typo today, we can't fix the typo in production without first deleting the draft or doing some hacky workaround of temporarily copying/pasting the source HTML of the draft page and saving it someplace else.
• Existence of, or integration with, true source control would be a huge win, but it's something currently lacking in the product. MindTouch's content reuse feature is helpful in the right situations, but it's not robust enough to scale well for lots of content.
• Version history of page changes is not 100% reliable. Sometimes items don't show up at all or there is a delay before the diff is visible. Also, creating a draft does not register at all in the page version history.
• In-site search is poor, unless you know the *exact* title of what you're looking for. We tell our customers to use Google, not the MindTouch search. Google is excellent at searching our MindTouch site.

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• Creating new content is not so easy
• Publishing is not trivial
• In my opinion documentation is weak
• I think there are cheaper solutions then WCS

We've put lots and lots of content into the MindTouch system, of course, so that makes it harder to opt out, but we're also very pleased with their rate of development and weekly pushing of improvements, as well as their response and solutions to our questions and input All in all, a winning combination.

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A valuable tool for enabling marketers and business users to easily create and manage contextually relevant social and interactive online experiences across multiple channels on a global scale to drive sales and loyalty. It also allows multi-site management (in fact Sites) using the assets and template developed, without having to re-implement again for each individual site.

The site is responsive across multiple devices and screens. It has a clear path to contact support. The articles are searchable. Site users do have trouble navigating the site and finding what they need. That may be due to the architecture of the site, but it'd be nice if MindTouch offered more solutions are this. Our content is organized by product line. And many of those product lines have overlapping training content, so we have extensive duplicate content.

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MindTouch is a hosted site, so as a heavy user there are times when I notice that pages are slow to load, or something happens like Amazon Web Services crashing the entire east coast for a few hours, that you do notice even if it isn't actually the fault of the MT tool itself. It's the risk of using a hosted tool, but the benefits are pretty amazing and outweigh these performance issues.

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It's good. Pretty solid. We got a lot of input to get up and running, but did a lot of the setup and customization work ourselves, because of our high standards. We've gotten good response and results on specific projects related to customization and our CSM is also pretty responsive. Overall, I think that the jobs of CSMs and support folks would be easier if the product weren't wonky in some ways. They seem to have to do more "workarounds" for basic functionality that should just work out of the box

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The WebCenter Sites Support team is extremely good and very responsive to client needs. They are quick to resolve Level 1 issues and when escalated to Level 2, the team makes every effort to keep the client informed.

Written documentation and videos are very good and have helped on numerous occasions when I've had to look up how to accomplish a certain task. The reason I have not given a full score is mainly because there have been some inaccuracies in the documentation because updates to the MindTouch framework have slightly changed the way things work. But this is usually the same type of challenges I face when making documentation for the software solution we develop. So all in all I'm very satisfied with both the personal webinars and the online documentation MindTouch provides for their service.

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Just know that there is so much more involved than adding your content. There are so many pieces to launching your site -- especially if you are moving from another platform. If you are not a person who typically works in the "website" realm, do your homework, ask your web people, engineers, etc., because there's a lot to do that you won't know about until you are unexpectedly smacked in the face with it. Learn from my mistakes! We are very happy now, but it was a long road getting to launch day for us

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I will be brief. DealerTeam is built upon Salesforce and we try to support native apps. We used Desk.com first for basic Help Ticket management. The product did not satisfy how our customers were looking for information. We upgraded to Service Cloud with Knowledge Base and spent one year writing content and developing our support agency. Again, our customers were upset about submitting help tickets and waiting for answers. They wanted access to self-help while working with a customer. Today we continue to use Service Cloud with MindTouch integration and have found complete success. There is simply no other solution I know of that is a flexible and easy to use as MindTouch when it come to providing customer success and product support

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There are lot of WCM products available in the market, some free and some licensed. But for a organisation using more Oracle products and on Java technology, WCS is the best in class, for intranet and internet needs. It has everything which is required for a web application. Also it can be well integrated with other platforms with Oracle Document Cloud/Oracle Content/Oracle Identity Manager and a lot more. Its a well integrated product. It can also be integrated with social media using a community plugin. It also comes with its own search and analytics tools. The templates are pure JSP and can be easily coded by Java developers using the development guide. Its based on Java, so writing custom applications and integrating is easy

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We tried to migrate to MindTouch for 5 months and failed, remained with Zendesk

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• Our operational efficiently has improved significantly. Prior to Mindtouch, we managing duplicate content in two separate authoring solutions. Delivering content predictably and consistently was difficult and stressful for writers. In Mindtouch, we were able to optimize our content (remove redundancies) giving us more time to test, review, and improve content quality.
• Traffic to our knowledge center is increasing monthly.
• Internally, SMEs and customer-facing teams are recognizing the value Mindtouch brings through self-service knowledge. These SMEs want to contribute more to content, either as contributing writers or collaborators with tech writers.

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• It has alleviated some of the burden on our IT staff.
• It has allowed our Marketing department to be more hands-on with content changes, and they have more flexibility with the types of changes and how often they make them.

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Independently Invited by TrustRadius

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