Abstract: Knowledge base is gaining popularity as a customer support tool. Customers search the knowledge base for solutions to their issues. Keywords searched in knowledge base are analyzed and reports are made available for managers and supervisors to understand the trends and requirements of customers. The number of keywords searched can be extremely large in some organizations. In this specification, storing the keywords in a meaningful way in order to generate report for further analysis is discussed. Efficient data storage helps in managing voluminous data and also reducing the amount of memory required to store the data. Any of the above embodiments can be used independently or together with any combination of other embodiments.

Abstract: Mechanisms and methods for enabling customers to manage multi-lingual knowledge bases, so that end users can access articles based on a language the end user chooses, while also providing publishers with tools to manage articles in different languages and to translate them, either using an external vendor or leveraging in house translators, and providing administrators (knowledge managers) with the ability to setup or choose which languages are available in the knowledge base, as well as default language assignments for translations.

Abstract: In accordance with embodiments, there are provided mechanisms and methods for versioning content in a database system using content type specific objects. These mechanisms and methods for versioning content in a database system using content type specific objects can enable embodiments to provide a database system which stores information associated with multiple versions of content. The ability of embodiments to provide a database system which supports content versioning can enable an efficient and comprehensive storage of content types having different features by the database system.

Abstract: In accordance with embodiments, there are provided mechanisms and methods for versioning content in a database system using content type specific objects. These mechanisms and methods for versioning content in a database system using content type specific objects can enable embodiments to provide a database system which stores information associated with multiple versions of content. The ability of embodiments to provide a database system which supports content versioning can enable an efficient and comprehensive storage of content types having different features by the database system.

Abstract: Mechanisms and methods for enabling customers to manage multi-lingual knowledge bases, so that end users can access articles based on a language the end user chooses, while also providing publishers with tools to manage articles in different languages and to translate them, either using an external vendor or leveraging in house translators, and providing administrators (knowledge managers) with the ability to setup or choose which languages are available in the knowledge base, as well as default language assignments for translations.

Abstract: Mechanisms and methods for enabling customers to manage multi-lingual knowledge bases, so that end users can access articles based on a language the end user chooses, while also providing publishers with tools to manage articles in different languages and to translate them, either using an external vendor or leveraging in house translators, and providing administrators (knowledge managers) with the ability to setup or choose which languages are available in the knowledge base, as well as default language assignments for translations.

Abstract: Knowledge base is gaining popularity as a customer support tool. Customers search the knowledge base for solutions to their issues. Keywords searched in knowledge base are analyzed and reports are made available for managers and supervisors to understand the trends and requirements of customers. The number of keywords searched can be extremely large in some organizations. In this specification, storing the keywords in a meaningful way in order to generate report for further analysis is discussed. Efficient data storage helps in managing voluminous data and also reducing the amount of memory required to store the data. Any of the above embodiments can be used independently or together with any combination of other embodiments.

Abstract: Online communities, also referred to as “forums,” are used as a customer support tool along with a repository of useful articles, also referred to as “knowledge base.” Users may navigate between the forum and the knowledge base. Social networks can also be used to access the forum and knowledge base. Forums and knowledge bases that have confidential data may be restricted to employees of a multi-tenant database system. Any of the above embodiments can be used independently or together with any combination of other embodiments.

Abstract: A computer implemented method a document management workflow in a multi-tenant system environment is disclosed. The method includes receiving instructions to create a composition a document. The document is encapsulated in a knowledge article version and the knowledge article version having a document category. The knowledge article version is associated with a knowledge article. The method further includes invoking the document management workflow that is specific to the knowledge article, the knowledge article version and the document category and configuring the document management workflow to include a plurality of workflow steps based on the knowledge article, the knowledge article version and the document category. Each of the plurality of workflow steps are then associated with one or more triggers and actor roles. The actor roles define permissible actions in each of the plurality of workflow steps.

Abstract: The present invention features a computer implemented method and network for managing a knowledge base stored in a multi-tenant architecture. The method includes storing information corresponding to a plurality of KnowledgeArticles amongst a plurality of tables. Information in a first of the plurality of tables includes data corresponding to an online version of said KnowledgeArticles and data related to changes to the KnowledgeArticles. Information contained in a second table comprises a subset of the data that is independent of the data related to the changes. Changes to the KnowledgeArticles are recorded in the second table in response to changes made to the first table. Access to information in the first table is restricted access to users having write access to said KnowledgeArticles.

Abstract: In accordance with embodiments, there are provided mechanisms and methods for versioning content in a database system using content type specific objects. These mechanisms and methods for versioning content in a database system using content type specific objects can enable embodiments to provide a database system which stores information associated with multiple versions of content. The ability of embodiments to provide a database system which supports content versioning can enable an efficient and comprehensive storage of content types having different features by the database system.