LiveCycle/ADEP Solutions

ICR: Add custom asset attributes

This blog post is part of the series on customizing the Adobe Integrated Content Review solution.

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Integrated Content Review lets you define custom asset attributes that are listed in the solution interface Asset Details pod as well as the Task Details area in the Adobe Creative Suite Task List Extension for ICR.

In this blog post, we’ll learn how to perform the following tasks:

  • Create custom attributes using Adobe CRXDE
  • Modify the appropriate orchestration in Workbench to ensure that custom attributes are displayed in the Task List extension
  • Test the newly added attributes

For detailed information about each of these tasks, refer to this PDF document (download).

Optional background reading

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Original article at http://blogs.adobe.com/ADEPhelp/2011/09/icr-add-custom-asset-attributes.html.

ICR: Update the campaign portal SWF without redeploying the package

This blog post is part of the series on customizing the Adobe Integrated Content Review solution.

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If you’re working with just the Flex project that ships with Integrated Content Review, you may find it convenient to update the campaign portal SWF directly without redeploying the entire package (template-integratedcontentreview-pkg.zip).

You can generate the SWF in one of the following ways:

  • Clean the solution interface project from within Flash Builder:
    • In Flash Builder, select Project > Clean. The contents of the default project output folder—ICR_SOURCEintegratedcontentreview[CampaignPortal]bin-debug—are updated.
    • Rename the ICR.swf file in this folder to campaign_portal.swf.
  • Run build.xml:
    • Run the build.xml in the ICR_SOURCEintegratedcontentreview[CampaignPortal] folder. The contents of the ICR_SOURCEintegratedcontentreview[CampaignPortal] folder, which includes campaign_portal.swf, are updated.
Once you have the campaign_portal.swf file available, follow these steps to update it in CRX:
  1. Navigate to http://localhost:4502/crx/index.jsp and log in using admin credentials.
  2. Click Content Loader.
  3. Click Browse and select /content/icr.
  4. Click Choose File and select the campaign_portal.swf file that you just generated.
  5. Click Import.
For background information about setting up the ICR development environment, refer to this earlier blog post.

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Original article at http://blogs.adobe.com/ADEPhelp/2011/09/update-the-campaign-portal-swf-without-redeploying-the-package.html.

Setting up the ICR development environment

This is the first blog post in the series on customizing the Adobe Integrated Content Review solution.

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The Integrated Content Review solution ships with a solution interface and building blocks that you can customize as per your organization’s requirements. Before you set out to customize these components, you must first set up your development environment. Setting up the ICR development environment involves the following broad steps:

  1. Set up prerequisites
  2. Locate the solution interface and required dependencies
  3. Understand available projects
  4. Set up available projects in Flash Builder
  5. Set up Java projects in Eclipse
  6. Build and deploy the solution interface

For detailed information about each of these steps, refer to this PDF document (download).

Watch out this space for more customization scenarios for ICR!

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Original article at http://blogs.adobe.com/ADEPhelp/2011/08/setting-up-the-icr-development-environment.html.

Adobe’s Ed Van Siclen talks Customer Experience on Sky Business News

Mark Szulc

Adobe’s Ed Van Siclen talked to Sky Business News about the importance of Customer Experience Management (CEM) during a recent visit to Australia. I’ve talked to Ed on many occassions and seen him present. He clearly gets what CEM is all about and how organizations are taking advantage of the latest solutions Adobe is providing. […]


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Original article at http://feedproxy.google.com/~r/MarkSzulcsBlog/~3/ji1CC5AFOSY/.

Configuring email notifications for the Managed Review & Approval Solution Accelerator

- Gilbert Yu

The Adobe Managed & Approval Solution Accelerator 9.5 is a wonderful solution for automating reviews for documents in your organization. One of the handy features  of the solution is email updates for automated reviews. For example, emails are automatically sent for these scenarios:

  • When a reviewer completes a review or review stage.
  • When an approver approves a document.
  • When reviewers or approvers are added to or removed from a review.
  • When a review or review stage completes.

This requirement is necessary for organizations that have regulated review and approval workflows. However, in non-regulated environments, this requirement may be a distraction to users because of the number of emails  that can be sent in reviews that involve significant number of people.

Alexandra Phillips has provided an article to describe how to configure  the emails that are sent using the Solution Template provided with the Managed Review & Approval Solution Accelerator. Check out the article here.

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Original article at http://blogs.adobe.com/ADEPhelp/2011/07/configuring-email-notifications-for-the-managed-review-approval-solution-accelerator.html.

Enabling XA Transactions in SQL Server 2008 for ADEP Interactive Statements

The Adobe Customer Experience solution “Correspondence Management” (formerly Interactive Statements Solution Accelerator) requires an XA-type JDBC data source. XA is a specification for distributed transaction processing that involves multiple resources such as a database, or a JMS queue. More here.

In the JBoss Turnkey as well as in the pre-configured JBoss EAP tree, it is defined in the file adobe-sa-ds.xml in %JBOSS_HOME%aep_sqlserverdeploy. The JNDI name is “AdobeDefaultSA_DS“. It uses a different driver class (com.microsoft.sqlserver.jdbc.SQLServerXADataSource) compared to the other ADEP Document Services JDBC data sources (IDP_DS and EDC_DS) which are non-XA (com.microsoft.sqlserver.jdbc.SQLServerDriver). Both these classes are available in version 3 of Microsoft’s SQL Server JDBC Driver which supports SQL Server 2008.

Default SQL Server 2008 installs are not configured for XA transactions. If you have a JBoss 5.1 EAP instance running ADEP Document Services against Microsoft SQL Server 2008, you will get the following error messages every 2 minutes in JBoss server.log:

[com.arjuna.ats.internal.jta.recovery.xarecovery1] Local XARecoveryModule.xaRecovery got XA exception javax.transaction.xa.XAException: com.microsoft.sqlserver.jdbc.SQLServerException: Failed to create the XA control connection. Error: “Could not find stored procedure ‘master..xp_sqljdbc_xa_init_ex’.”, XAException.XAER_RMERR

To configure a SQL Server 2008 instance for XA, your SQL Server 2008 DBA has to perform several steps server-side, on the SQL Server machine:

1) Download the Microsoft SQL Server JDBC Driver 3.0 from here and install it somewhere (run the .exe)

2) Copy sqljdbc_xa.dll from %JDBC_DRIVER_INSTALL_ROOT%sqljdbc_3.0enuxax64 (assuming the SQL Server 2008 instance is 64-bit) to %SQLSERVER_INSTALL_ROOT%Instance_rootMSSQL10.MSSQLSERVERMSSQLBinn

CREATE XA STORED PROCEDURES and ROLES

3) Copy-paste the contents of the script xa_install.sql in %JDBC_DRIVER_INSTALL_ROOT%sqljdbc_3.0enuxa and execute it using SQL Server Management Studio’s Query Editor.

4) Confirm the creation of new stored procedures in SQL Server Management Studio. In the left pane, navigate to Programmability->Extended Stored Procedures for the “master” database – it should look something like this:

APPLY ROLE TO J2EE APPSERVER JDBC USER

5) Using SQL Server Management Studio’s Query Editor, assign the ‘SqlJDBCXAUser’ role to the SQL Server user that the JDBC connection pool uses for authentication and execute it. The following script assigns the role to the user ADEPJBoss:

USE master
GO
EXEC sp_grantdbaccess 'ADEPJBoss', 'ADEPJBoss'
GO
EXEC sp_addrolemember [SqlJDBCXAUser], 'ADEPJBoss'

“Command(s) completed successfully.”

CONFIGURE THE DISTRIBUTED TRANSACTION COORDINATOR (DTC)

6) Choose the Windows menu Administrative Tools->Component Services.

7) In the left navigation pane, navigate to Console Root->Component Services->Computers->My Computer->Distributed Transaction Coordinator->Local DTC.

8) Highlight ‘Local DTC’, right-click the mouse and choose ‘Properties’.

9) Choose the ‘Security’ tab. Ensure that the checkbox for ‘Enable XA Transactions’ is checked. Please see screenshot below.

10) Click Apply, then OK.

CONFIGURE REQUIRED WINDOWS SERVICES TO START AUTOMATICALLY

11) Choose the Windows menu Administrative Tools->Services. In it, make sure that the “Distributed Transaction Coordinator” service is set to start automatically. Start it.

12) Also make sure that the other services it depends on, namely ‘Remote Procedure Call‘, ‘Security Accounts Manager‘ are also set to start automatically.

13) Re-start the SQL Server instance

14) Re-start the appserver instance hosting ADEP Document Services and make sure that the error messages no longer appear.

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Original article at http://blogs.adobe.com/ADEP/2011/08/enabling-xa-transactions-in-sql-server-2008-for-adep-interactive-statements.html.

Adobe Launches New Digital Enterprise Platform for Customer Experience Management

Mark Szulc

New Solutions Empower Marketing and IT to Transform Multi-Channel Customer Experiences June 20, 2011 12:04 AM Eastern Daylight Time SAN JOSE, Calif.–(EON: Enhanced Online News)–Adobe Systems Incorporated (Nasdaq:ADBE) today announced its new Adobe Digital Enterprise Platform for Customer Experience Management (CEM). The platform enables enterprises to build immersive, multi-channel digital interactions for today’s social and mobile customers. […]


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Original article at http://feedproxy.google.com/~r/MarkSzulcsBlog/~3/W8pYZMeRIiI/.

Adobe Retires the “LiveCycle” Brand, Its Services Become Part of Broader Capability

Jayan Kandathil

On June 20, 2011, Adobe announced its new “Digital Enterprise Platform” software or ADEP. The platform is designed to address a new problem domain that Adobe and others have identified as “Customer Experience Management” or CEM. Please use the Twitter hashtag #AdobeCEM to follow tweets regarding CEM.

For customers with extant investment in Adobe LiveCycle and are wondering about what all of this means to them, here are some points to consider:

1) The enterprise services, and the orchestration capabilities that LiveCycle provided will all continue to be available as part of the new Adobe Digital Enterprise Platform software. They will henceforth be called “Document Services“.

2) “Document Services” will continue to be J2EE (JEE) applications requiring a J2EE appserver such as JBoss, WebSphere or WebLogic as well as a relational database such as Oracle, SQL Server, DB2 or MySQL.

3) Day CQ5 will become a “Customer Experience Solution” named “Web Experience Management”. There will also be other Customer Experience Solutions.

4) Mosaic will henceforth be called “Composite Application Framework”

5) LiveCycle Data Services will become “Data Services”

5) All “Customer Experience Solutions”, “Composite Application Framework” and “Data Services” will run on the new Apache Felix OSGi framework, not J2EE (no Tomcat, JBoss, WebSphere or WebLogic required). They will be using a JSR-283 compliant Java Content Repository (JCR) – no relational database will be required.

Here’s a simple equation to remember:
ADEP = LiveCycle + (Day) CQ5 + Mosaic + Data Services + “Customer Experience Solutions” (formerly “Solution Accelerators”)

We will be renaming this blog once the Adobe Digital Enterprise Platform software is released.

For those interested in the history of Adobe’s LiveCycle brand, see this.

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Original article at http://blogs.adobe.com/livecycle/2011/06/adobe-retires-the-livecycle-brand-its-services-become-part-of-broader-capability.html.

Customer Experience Management – A Case Study in Failure

I want to share an example of a failure for a company to grasp the importance of customer experience management.  If you have not heard, Customer Experienceis a term used to describe the sum of all experiences a customer has with a supplier of goods or services, over the duration of their relationship. Customer Experience covers multiple phases and contexts including awareness, discovery, attraction, interaction, purchase, use, cultivation and ultimately advocacy or ranting (like I am doing).

The story starts with me.  I am an avid outdoors type person.  I love having good ski, snowboard, mountain bike, kayak and hiking gear.  I generally buy nothing short of the best as I’ve found myself in places where your life depends upon your equipment.

Recently I bought some Vibram hiking boots from Mountain Equipment Co-op.  They basically wore out in about a year despite the fact they were only one of 6 pairs of footwear I used in that year.  This includes the gaping holes in the toes and any of the plastic area.  I called MEC which were very helpful but they said my best bet was to talk to Vibram myself.  I went to the website twice now and left messages telling someone what happened and asking at the very least if they would contact me.  I feel the quality of the boots is real bad and could have been possibly improved by the company examining them (I will otherwise not use them anyways).

Anyways, long story short, no one returned any communication to me.  The company has permanently lost me as a customer over this.  They showed no consideration for me as a customer.

Now while I rant about other companies on this blog with similar story (Rheem Water Heaters, Hillcrest Plumbing – both criminals IMO and The evil City Center Florists), I also want to commend companies that do really good things with customer experience.  I recently made a post applauding Marriott Hotels for outstanding customer experiences.   I’ve had similar great experiences with Shaw Cable Group, Delta Faucets (great warranty service) and others like Mountain Equipment Co-op.

So what are the lessons to be learned here?

1. If you run a company, you can no longer ignore the power of the people to spread bad news of horrible experiences via social media such as blogs, twitter, facebook etc.  A simple person like myself can put such a message out and it will eventually reach potentially millions of your customers.

2. I would suspect people are much more motivated to spread negative experience than good ones.  Companies like Vibram and ignore your customers when they have serious and legitimate complaints, it will hurt you.  Just read the follow on messages on the City Center florists blog post about how others reacted to their deceptive and illegal business practices – http://technoracle.blogspot.com/2010/03/vancouver-city-centre-florists-use.html

3. You need a platform to reconcile the multiple channels of experience into a single view at your company.  This should take into account social media activities as well as data from existing business processes and CRM type systems.

4. Understanding the context of an experience is essential.  This will probably involve ontology work or semantics for a shared understanding of the possibilities, meaning and concepts within an experience, with inside of and outside of the enterprise.

5.  The old way of doing business is dead!  Big multinationals cannot simply adopt the Ostrich move (stick your head in the sand until danger goes away).  YOu must be proactive in ensuring your customers have the best experience or they will not be your customers much longer.

In closing, if I owned stock in Vibram,  I’d be selling it as fast as I can.  Bad experience, shoddy workmanship and no desire to communicate with customers are a recipe for financial disaster.

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Original article at http://technoracle.blogspot.com/2011/03/customer-experience-management-case.html.

How the architect looks at Customer Experience (video)

What does Customer Experience Management really mean, abstract of how it is implemented?  This was what I considered when being interviewed in Barcelona earlier this year. The goal was to explore what “Customer Experience” means in terms of how enterprise architects might think.

 

The idea of “user experience” itself is not new. Most competent architects consider the users’ perspectives during any interaction with a system or systems they are designing. Customer Experience is unique and represents an emerging discipline of modern enterprise architecture covering many aspects of the logical, data and process views of any enterprise, spanning more than one system. Customer Experience (CX) is the sum of all experiences a customer has with a supplier of goods or services, over the duration of their relationship. This duration may cover several unique stages including awareness, discovery, attraction, interaction, purchase, use, cultivation and advocacy. CX as a term covers multiple contexts (the lifetime of a relationship down to an individual transaction. (Source = Wikipedia).
To give a more concrete example, an individual may have a history with an enterprise. This history may encompass several of the stages mentioned above including discovery (data may be stored in website interaction analytics, browser cookies, and tracking), interaction (data may be stored in CRM systems), use (data may be stored in the state of a business process instance), and advocacy (data may be stored in tweets, Facebook posts, and other social media).
The question that looms before any architect is how to reconcile the various data and historical interactions so your enterprise can deliver the best possible experience. Even the term “Customer” here is probably too prescriptive. The experience factor can also cover users that are within your own domain such as employees. Now factor in that this customer may have multiple concurrent channels of communication open and the problem comes into focus very quickly. How can you reconcile social media trails with CRM data? How can the telephony system be reconciled with the users’ web browsing data and process interactions? The graphic below illustrates this challenge.

 

The idea of converging the data required in any specific channels of interaction so you can deliver that experience is really powerful in terms of the experience it can deliver. If I call a company and the person who picks up the phone can immediately have full access to all my data, chances are high that they will serve me better.  The more they know about me, the less they have to query me at the very least.  It always agitated me when I would phone the credit card company and had an automated attendant ask me to key in my CC number, only to be forwarded to a human operator who had no visibility of the data I just entered, so I had to provide it to them again (or having my call forwarded to another department of an enterprise and having to repeat an entire conversation from start to finish).  An important thing to note here is that companies that successfully mitigate this have a huge advantage in garnering customer loyalty over those who ignore it.  Even though customers may not be able to distinguish the exact reason one company offers a better experience over another, the experience will be felt.So where does Adobe fit in?

The development of LiveCycle ES as a service oriented platform, essentially what the industry calls an Enterprise Service Bus (ESB), enabled data to be aggregated from various sources and gave enterprises the ability to access data and orchestrate data and services into processes, both short and long lived.  The acquisition of Omniture gave Adobe the leading web analytics suite.  The acquisition  of Day Software completed the technology for delivering CX and integrating social media channels however the integration of these technologies will really shine in the next evolution of the LiveCycle ES platform.  Additionally, the acquisition of Demdex provides the next evolution of our enterprise platform with the ability to enable clients to aggregate and manage their strategic data assets as well as make data actionable in a broad range of third-party advertising technologies.  Even the latest beta release of Flash Player 10.3 is rife with new media measurement features that allow deeper access of analytics data.

The mainstream press seems to have missed the agile Adobe acquisitions in terms of where the company is heading and what it will be able to deliver to enterprise customers in years to come. Some analysts like RedMonk, Forrester and, Gartner seemed to have taken notice though.  We’ve quietly built ourselves into a superpower in terms of being able to deliver CX to our customers.

To sum this up, architects MUST consider the view of overall customer experience over the lifetime of the relationship between their enterprise and the customers.  The alpha architects will need to consider how to successfully integrate RIA data with back end systems and distributed web data, sometimes in the form of a trail of digital breadcrumbs.  When they consider the many aspects and challenges of this view of architecture, it will become apparent who has positioned themselves as the leader.

Enjoy the video!

 

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Original article at http://technoracle.blogspot.com/2011/03/how-architect-looks-at-customer.html.

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