MindTouch TCS
August 30, 2016

MindTouch TCS

Anonymous | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Review Source

Software Version

TCS

Overall Satisfaction with MindTouch

MindTouch is being used in my organization to provide an internal and external knowledge base for some of our products. We host customer-facing articles that provide customers additional help with some of the more complex features. Internally, we host training documents and guides to help our employees navigate the complex processes of our business.
My team is responsible for creating and maintaining the content. MindTouch allows us to consolidate our knowledge into one location for centralized access.

  • User role management - user roles can be explicitly set and permissions to specific pages or sets of pages can be easily set, helping determine visibility of specific content.
  • The WYSIWYG editor is intuitive and provides preset formats for frequently used text styles
  • DekiScript extends the interface, allowing content creators to pull in other resources or provide dynamic content without having to update pages as more content is created.
  • Tagging allows dynamic content to be made visible and updating tags can help shape list results to drive customers to the content you want them to see.
  • Search can be challenging. Most customers don't use boolean search strings, so vague search terms can return lots of results, confusing customers.
  • Creating content from scratch is great, but editing can cause some text blocks to have extra formatting added, affecting the final text formatting. I've seen nested header tags in the source that should not be there along with other nested font tags that can render the text in interesting ways.
  • Formatting with CSS is not easy. In some cases, we have to submit a ticket to have our root CSS updated. The CSS should be completely user-managed.
  • Header and footer templates are not user-accessible. We have to submit a ticket to update information in our page headers.
  • I am not able to provide any data on this question at this time.
We have not been through a product evaluation for some time.
We have not achieved much success mainly due to lack of user acceptance and internal marketing efforts. We will be revisiting our processes and working to make sure our employees understand the value of our investment.
For our customers who are familiar with the resources, it provides them a "starting point" for getting help.
That has not been considered at this time.
MindTouch is well suited for authenticated users. You are able to cordon them off to a specific content area and let them explore. For anonymous users, on a site supporting many disparate products, customer can be overwhelmed with irrelevant content. For experienced content writers and managers, MindTouch allows easy creation and management of new or updated articles. New or novice writers are challenged with understanding the content hierarchy and often misplace articles.