Content Migration

Goal

Move the full knowledge base from a self-hosted open-source platform (with a Coveo search module) to Oracle CX Knowledge—an enterprise cloud solution. When the company moved, it was a good moment to also clean up the library to improve content quality and remove outdated material and ensure everything works correctly on the new platform.

My Role

Knowledge Manager's assistant — I handled the content review after migration, archived legacy articles, and fixed HTML formatting where needed. This migration happened while I was still in the assistant role, before I took on full Knowledge Manager responsibilities.

Context

Company Size: Enterprise

Role: Knowledge Manager Assistant

Period: 2020–2023

Team: 1 KB Manager + 2 Assistants + ~10 Contributors

Toolkit: Oracle CX, 4 sites

Library Scale: 1,300 knowledge articles covering 20 products, catering 5 regions.

Constraints

A knowledge base of this size and age naturally has some drift—articles that were accurate when written but haven't been updated since, or content from acquired companies that was formatted differently. Articles that came in through acquisitions sometimes had HTML structure issues that caused display problems.

Obstacles

Given the volume of articles and ongoing work on content from acquired companies, the migration continued with the entire library, including some articles for deprecated features. Following the migration, some articles that had worked fine in the old system had rendering issues in the new one, which is a normal part of any platform switch, but it necessitated a separate clean-up pass.

What I Did

Before the migration, I went through the list of articles flagged automatically based on labels and update dates. I evaluated each one against a checklist: whether the feature was still supported and whether there were any duplicate or overlapping articles on the same topic.

After the migration, I reviewed the most popular articles for display issues and fixed them by editing the HTML source code (the markup language behind web pages) directly to bring the formatting in line with Oracle CX standards.

Lessons Learned

I participated in migration planning and execution discussions, gaining in-depth insight into large-scale content migration, the necessary steps, the reasoning behind the main project decisions, and possible mitigation plans.