Frameworx Application: CM Authoring and Compilation

Category: (3) TAM Application Type

Application Identifier: 9.6.5.2

Maturity Level: 4

Overview

CM Authoring and Compilation – authoring tools used to collaboratively create or enhance content and implement it via a review and testing process, compilation tools used to compile content into physical formats needed for on-line tools that support work center personnel by serving content as part of a scripted dialog with a customer. Content may be enriched with meta-tags to associate content based on content of call and template.

 Example, caller is Mrs. Jones and is calling about the account she provided and that account has inventory. Script is “Good morning [caller], I see your account [account provided by caller] has [list if inventory] services. How may I help you?”

Functionality

CM Authoring and Compilation consists of the following (but not limited to):

• Creator - responsible for creating and editing content.
• Editor - responsible for tuning the content message and the style of delivery, including translation and localization.
• Publisher - responsible for releasing the content for use.
• Administrator - responsible for managing access permissions to folders and files, usually accomplished by assigning access rights to user groups or roles. Admins may also assist and support users in various ways.

Supported Business Services

(3) TAM Application Type CM Authoring and Compilation

Appears on these diagrams:

• 9.6.5 Content Management

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