Sylogist

Nomination Details

Who We Are 

We are the Sylogist Education Team – Frank, Sarah, and Jessica. We’re responsible for creating almost all the content on our site, though we are starting to get some SMEs involved as Draft Contributors. 

What We Do 

Our Team values the documentation as much as the product when working towards a goal of client satisfaction. Customers must be able to find the answers to their questions easily and quickly – it leaves them happier with their use of our products and it reduces the burden on our Support team.  

And all that we can leverage with CXOne Expert has allowed us to realize a 50% increase in users logging into the Knowledge Center from 2021 to 2024. And a 175% increase in sessions and a 40% increase in the time users spent on pages across that same time period. 

Some of the ways that we leverage Expert features include: 

• Content Reuse – CR is a key feature for us. 

• Within product lines, we will use Content Reuse when topics appear in several areas – for example, explaining a feature that applies to both Receivables and Payables.  

• We also have features that appear in multiple product lines. Where possible, we maintain content in a central repository and use CR to repeat it in several different products. 

• Paths – We have a couple of key use cases for paths. 

• We have a path for New Users, taking them through alternating articles and videos to introduce them to the concepts they’ll need to work successfully with each product. 

• We have some very complex tasks in our products – sometimes they’re done only once a year and sometimes they’re done monthly over the course of several days – and we use Paths to guide users through the different steps.  

• Custom Classifications – In the last year, we’ve added several classifications to give us more control over our content.  

• One identifies the Product Line, which allows us to run certain reports (e.g., Aging) for those areas. 

• We have duplicate content – places where we have not yet or cannot introduce Content Reuse – and our Duplicate Content classification helpse to remind us that any edits made have to be repeated in other places. 

• Finally, we are working towards better use of the accessibility features available in CXOne Expert and our Accessibility classification identifies pages we’ve reviewed and whether they contain any edits in support of that goal. 

• Also, all our custom classifications are hidden from end-users through the Site CSS. 

• Variables – We use a number of variables, from date-related variables (current year, current year minus one) to product-related variables (product names, company name).  

• We also have conditional variables to allow for a single variable (product name) for those articles that use Content Reuse to display in multiple areas. 

• Definition Lists – We use definitions lists widely (maybe too much, as Jessica is a bit of an addict – is there a 12-step program for that?). 

• We have many pages within the software that present a large number of fields, so we use tables to display the field-level explanations. And we usually hide those tables behind a definition list to make the pages a little easier to read.  

• We’ve even found a way to make nested definition lists for those times when things get extra complicated. 

• Templates – We have several templates for content that we use repeatedly, including: 

• The JavaScript and CSS required for definition lists, 

• Our field definition tables,  

• Conditional content segments defined to be visible to ADMIN and AUTHOR users only, 

• CSS code to hide the thumbnail on Category and Guide pages. 

Thank You 

We thank you for this nomination for the Expert Award. We love working with CXOne Expert and we love learning all the ways that Expert can help us achieve our goals. Many of the features we use were learned from other customers. That is the incredible value to our community and we extend our thanks not just to the CXOne Expert staff but to all our fellow users! 

 

Team

Jessica Betterly - Education Manager

Sarah Cawlfield - User Education Specialist | Technical Writer

Frank Tagader - User Education Specialist | Technical Writer