SAP C4S Knowledgebase - Mindtouch and Jam - Can we use both?

[Andrew86]

I have found various articles relating to the implementation of Mindtouch and the implementation of SAP Jam within C4S.

Can you implement both but with slightly different purposes?

1) Use Mindtouch as a front facing knowledgebase allowing the customer the means to search for Q&As or likewise be forward links from the service agents to relevant articles.

2) Use SAP Jam as a knowledgebase/forum for internal member of our departments to post internal news, internal documents etc. Accessible only to department members who have access to SAP Jam.

What could be the technical challenges and potential problems in using both?

[Former Member]

Andrew,

Great question. You can absolutely implement both MindTouch and JAM (both are standalone solutions) and use them for different use cases but there is a big technical limation of having two separate sources of content. Most likely your content will become inconsistent and outdated from system to system.

Our customers tend to implement MindTouch for both use cases and leverage robust permissions model that allows you to give access down to the specific user and groups. This creates a single source of truth for content and allows your team to keep all information up to date and consistent. Here is Mindtouch's documentation that explains permissions and its functionality:

https://success.mindtouch.com/Support/Content_Management/Manage_Pages/Permissions_and_Privacy/Page_p...

JAM still is used by our customers for document sharing and collaboration.

Hope this helps!

Kathryn Randazzo - Product Marketing Manager @MindTouch

[sandeephebbar]

Hi Andrew,

In C4C Service scenario, for solution finder you can either use Mindtouch or SAP JAM, both cant be used at a time. Since both have different providers this can`t be merged in a Solution Finder.

Regards,
Sandeep