Knowledge Bases That Stay in Sync with Your Product Documentation
Publish to customer-facing knowledge portals, support agent dashboards, and in-product help from the same DITA source as your full product documentation. MadCap IXIA CCMS eliminates the drift that occurs when knowledge bases are maintained separately, so answers are always consistent, current, and accurate.
Organizations Trust MadCap IXIA CCMS for Enterprise Knowledge Delivery
80%
Content Reuse Rate
The Challenge: An aging help system could not support multi-channel knowledge delivery to 30,000+ customers, support agents, and in-product contexts.
The Solution: Built an Intelligent Content Supply Chain with MadCap IXIA CCMS, publishing to three distinct knowledge channels simultaneously.
The Result: Achieved 80% content reuse across a support agent portal, customer knowledge center, and in-product contextual assistance.
125,000+
Customers Served
The Challenge: Documentation for 75,000+ product SKUs needed to be accessible to customers across 30+ countries through a searchable web portal.
The Solution: Integrated MadCap IXIA CCMS with a content delivery platform for web-based documentation delivery with faceted search.
The Result: Serves 125,000+ customers across 30+ countries with product documentation, ordering guides, and marketing content through a unified portal.
150+
Vessels Delivered Annually
The Challenge: Manual creation of vessel operating manuals in Adobe FrameMaker took 3 to 4 weeks each, with uncontrolled source documents that blocked content reuse across similar vessels.
The Solution: Migrated to MadCap IXIA CCMS for DITA-based componentized authoring, enabling reuse across similar vessel classes.
The Result: Produced about 80 vessel manuals in the first year by cutting per-manual production from weeks to days, with 30%+ reduction in translation-related work.
Enterprise knowledge bases are customer-facing and internal self-service portals that surface answers, procedures, and product information from a common content repository. When built on DITA with MadCap IXIA CCMS, knowledge base content shares the same components as product documentation, eliminating the drift that develops when knowledge bases are maintained as a separate silo. DITA’s metadata and taxonomy support enables faceted search and audience-specific filtering, while IXIA CCMS’s workflow and publishing automation keeps portals current without manual intervention.
Everything You Need for Enterprise Knowledge Delivery
Multi-Channel Knowledge Delivery
Publish knowledge base content to customer portals, support agent dashboards, and in-product help systems from the same DITA source as your product documentation.
Metadata-Driven Faceted Search
DITA’s metadata and taxonomy support enables faceted search, audience-specific content filtering, and role-based output targeting in your published knowledge base via integrated delivery platforms.
Component-Level Content Reuse
Knowledge base articles share the same DITA components as product documentation. When a procedure changes in the repository, scheduled build manifests republish the affected knowledge base outputs, keeping portals current without manual file-by-file updates.
Portal and CRM Integration
Publish to MadCap Syndicate for dynamic, faceted-search portals that filter by taxonomy, format, language, and audience.
Automated Review and Publishing
Route knowledge content through review and approval workflows before publication. Scheduled build manifests automate publishing runs to keep portals current.
Multilingual Knowledge Bases
Serve global customers with knowledge bases in multiple languages. Component-level translation management ensures only changed content is sent for localization.
MadCap IXIA CCMS Resources for Knowledge Base Publishing
Videos & Tutorials
Watch demos and feature overviews to see how IXIA CCMS powers enterprise knowledge base publishing, content delivery, and self-service portal management.
Watch IXIA CCMS Videos
Success Stories
See how enterprises like Avalara, AMD, and Analog Devices use IXIA CCMS to publish structured knowledge bases and self-service portals at global scale.
View IXIA CCMS Stories
Product Overview
Learn about IXIA CCMS’s full feature set for DITA-based content management, multi-channel publishing, and enterprise knowledge base delivery.
Explore IXIA CCMSFrequently Asked Questions
Because knowledge base content and product documentation share the same DITA components in a single IXIA CCMS repository, there is no content drift. When a procedure or specification changes, every knowledge base article that references it will reflect the change in the next scheduled publishing run. Avalara achieves 80% content reuse across three knowledge channels using this approach.
IXIA CCMS integrates with MadCap Flare Online for branded HTML5 knowledge portals, MadCap Syndicate for dynamic content delivery, and enterprise CRM platforms like Salesforce®. Analog Devices uses an integrated content delivery platform to serve 125,000+ customers across 30+ countries.
Yes. Avalara publishes to three distinct channels simultaneously from the same DITA source: a support agent portal through Salesforce®, an online knowledge center for 30,000+ customers, and in-product contextual user assistance. DITA’s conditional processing lets you tailor content for each audience without duplicating files.
DITA’s rich metadata and taxonomy support translates directly into powerful search experiences. Content delivery platforms like MadCap Syndicate and Flare Online leverage DITA metadata for faceted search, topic-level filtering, and audience-specific content delivery. Users find answers faster because the underlying DITA content structure supports metadata-driven faceted search and audience-specific filtering in the delivery platform.
Yes. DITA conditional processing and ditaval filtering let you include or exclude content based on audience, channel, or product. A support agent portal might include troubleshooting procedures and internal notes, while the customer-facing knowledge base shows only user-relevant content, all managed from the same source.
Build Better Knowledge Bases with IXIA CCMS
Get a personalized demo and see how IXIA CCMS powers multi-channel knowledge delivery from a single DITA source, with 80% content reuse and zero content drift between documentation and knowledge bases.
