Adobe Experience Manager—Forms Capability Spotlight

Transform complex form and document transactions into simple, engaging digital experiences—anytime, anywhere, on any device. Adobe Experience Manager forms streamlines form discovery, simplifies form filling, efficiently processes form data, provides timely and engaging responses, and protects sensitive content. Leveraging the power of the Adobe Marketing Cloud, Adobe Experience Manager forms further enhances customer and web mobile experiences by targeting content and measuring its effectiveness.

Digital self-serviceFrom online banking to government programs, digital self-service is growing in popularity. Customers and citizens routinely interact with engaging digital experiences in their day-to-day consumer transactions—and they are demanding the same from agencies and businesses. Customers need easy-to-use mobile experiences that are available 24x7. For digital self-service to be successful, organizations must deliver streamlined and intuitive experiences for both web and mobile users—from finding the right form and filling it out on any device, to informing users during application processing with timely and accurate information.

With smartphone usage growing dramatically—and the primary source of Internet access for many— digital self-service experiences must include all devices. Retail banks and government agencies are expanding their service offerings, transitioning from basic services to more complex online offerings, like mortgage applications and benefits enrollment. These more complex interactions require a robust enterprise platform that leverages existing systems and data while offering multiple methods of communicating status to customers. Adobe Experience Manager forms can dramatically improve organizational efficiency by digitizing these complex transactions—reducing call center costs; printing; rekeying of data; and distributing, delivering, and storing paper forms and documents.

Authoring, management, and publishingAdobe Experience Manager forms combines form and document authoring, management, and publishing with workflow and correspondence capabilities. It allows agencies and businesses to create easy-to-use, engaging, and responsive experiences throughout the entire interaction life cycle—from find and fill, to process and respond. Business users can author forms by leveraging existing assets, and then quickly publish to web or mobile channels via a customizable forms portal, helping customers find and access the forms they need. Smartphone, tablet, and desktop users can take advantage of forms tailored to their devices, providing a familiar environment for form completion. Organizations can capture form data and process it through structured workflows with back-end systems and provide targeted communications to their users—speeding up response times and significantly improving the overall customer experience.

Adobe Experience Manager—Forms

Businesses can use the drag-and-drop interface and standard form elements to easily create forms optimized for web and mobile experiences—even on smartphones.

Streamlined forms discoveryConnecting the right form with a user is the first step in the digital forms journey. For users, finding the right form on large websites can be a daunting task. Once users find the right form, it may be in a format that is not appropriate or convenient for their device. For organizations, keeping large form collections up-to-date can be a challenge, as forms are often created in one location and then copied into a web content management system. Organizations need to make the discovery process as easy as possible, while presenting users with up-to-date forms automatically rendered for their location and device.

Adobe Experience Manager forms provides a comprehensive set of features that streamline the form discovery process for users—and speed form management and publishing for organizations.

• Central repository for form creation and management

• Graphical user interface allows business users to import, search, manage, preview, and publish forms

• Forms portal with automated form publishing

• Responsive form directory for sites

• Form directory search bar (keywords, tags, and other metadata)

• Forms portal can include PDF, HTML5, or adaptive forms

• Dynamic detection of user device and location

• Ability to save work in progress as a draft

Simplified form fillingDifferent data capture situations require different form experiences. Some users and organizations prefer a digital form that looks similar to familiar paper forms, while others—particularly smartphone users—require a more guided experience. The adaptive forms feature in Adobe Experience Manager forms presents smartphone, tablet, and desktop users with a simplified, responsive interface that is automatically rendered for their device and browser. Organizations can use reference templates included with Adobe Experience Manager forms, or they can leverage CSS templates and site assets to create their own templates. Business users can organize a form into logical sections, allowing users to focus on filling out one section at a time.

With Adobe Experience Manager forms, you can create forms that dynamically adapt to user responses—for example, by adding or removing fields or sections. Out-of-the-box integration with Adobe Analytics allows organizations to measure form usage and use the data to optimize forms, increasing conversion rates.

• Prefilled form fields through user-authorized integration with back-office systems or social-net-working sites

• File attachment support

• Reuse of Adobe XML form templates to create adaptive forms

• Save forms in progress as draft

• Adobe Document Cloud eSign services integration or a scribble field for electronic signatures

• Adobe Analytics integration for form usage metrics

Adaptive forms features simplify form filling for mobile users.

Some users and organizations prefer a familiar paper form experience. Adobe Experience Manager forms offers pixel-perfect, paginated HTML and PDF forms that look just like paper. With PDF forms, users can save their forms locally, and organizations can use digital signatures to validate authenticity for users, and 2D barcodes to capture form data. Desktop and tablet users can view HTML5 forms on any browser, and use scribble signatures to electronically sign forms.

Whether an adaptive, HTML5, or PDF form, all Adobe Experience Manager forms offer these easy-to-use features to simplify filling out forms:

• Dynamic layout

• Prefilled form fields via integration with other data sources

• Form field validation

• Dynamic tables

• Context-sensitive help

• Scripting and XML data handling

• Accessibility design and checking

• Reusable form components (fragments) save time and effort

Efficient processingOnce users submit a form, organizations can process the submission in a timely fashion by connecting form data with existing back-office systems, business rules, and people. With Adobe Experience Manager forms, organizations can build streamlined, end-to-end workflows that integrate process components with existing web applications and data. The forms workflow capability for Adobe Experience Manager forms includes a mobile workspace application that extends your digital business processes to field workers—even when they are offline. Field workers can fill out forms immediately, work on tasks, and take advantage of device capabilities to collect rich data, such as photos, videos, geolocation tags, timestamps, and other information. They can synchronize their data the next time they connect to the network—improving productivity and reducing errors.

• Efficient forms processing and integration with back-office systems

• Mobile Workspace app allows mobile workers to collect and record data across multiple forms—even when offline

• HTML workspace provides task assignment and tracking

• Drag-and-drop workflow design environment

• Enterprise content management connectors (ECM) integration

• Open standards support—including XML and SOAP—connects forms data with enterprise systems

• Out-of-the-box HTML reports monitor backlogs, work queues, and key performance indicators (KPIs)

• Customizable dashboards provide real-time insight into business operations

• API connects with third-party reporting tools

Adobe Experience Manager forms workflow extends business processes to online and offline workers.

Timely and engaging responsesCommunicating timely, personalized information that users can access from anywhere, on any device improves the self-service digital experience. A lack of appealing, personalized, and relevant communications can result in low conversion rates and dissatisfied users. Digital responses help organizations ensure delivery of receipts, statements, and welcome kits while avoiding cost and security issues associated with printing, mailing, and storing paper.

Adobe Experience Manager forms includes a complete set of tools for organizations to create structured documents and personalized business correspondence. It enables business users to develop document templates, gather content from several sources, generate batch and on-demand communications—and deliver it all without the help of IT. Business users can personalize communications, assemble and attach documents, incorporate information from back-end systems, and include interactive components to make the experience more compelling. An intuitive user interface helps nontechnical users develop business rules to decide when to generate a communication as the result of an inquiry or initiate a user-generated response. With Adobe Experience Manager forms, organizations can drive traffic to personalized web portals that not only deliver receipts, welcome kits, and statements, but also serve targeted content to clients that can result in enrollment or purchase of additional services.

• Correspondence authoring environment with support for templates, content blocks, business rules, and more

• Document conversion and assembly

• Support for on-demand or batch document delivery through multiple channels, including web portals, PDF, email, and paper

• Audit trails with change history

• Digital signatures validate content integrity and signer’s identity

• Document security add-on for Adobe Experience Manager forms includes encryption, usage policies, tracking, and auditing

Adaptive document features in Adobe Experience Manager forms simplify the document experience for users.

Like adaptive forms, adaptive documents use responsive design capabilities to bring easy-to-use, engaging digital experience to document users—anywhere, anytime, on any device. Organizations can embed forms components into documents and send their users interactive, data-driven statements or custom correspondence that can be viewed on a smartphone, tablet, or desktop.

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For more informationwww.adobe.com/go/aemforms

Supported environments

Server platforms• Linux

• Microsoft Windows Server

• Oracle Solaris

• IBM AIX

Java EE–compliant application servers The Adobe Experience Manager solution includes an application server. Alternatively, it can be installed in the following:

• JBoss Application Server

• Oracle WebLogic Server

• IBM WebSphere Application Server

Form and document protectionCompromising sensitive information can damage an organization’s reputation, compliance posture, or competitive position. Yet to succeed in today’s global economy, government agencies and businesses need to exchange sensitive digital information efficiently and securely with clients, business partners, or their own employees—24x7. Developing information risk management strategies allows organizations to understand and prioritize risk in a consistent and repeatable way, and target solutions that map risk profiles to protection levels. Document security must be a key pillar of any organization’s information risk management strategy.

The document security add-on for Adobe Experience Manager forms is an information-centric solution that proactively protects and controls sensitive information contained in PDF and Microsoft Office documents based on business policy—regardless of where the information resides or flows—for its entire life cycle. Detailed audit trails and integration with the data workbench capability in Adobe Analytics allows organizations to visually track document usage around the globe and take decisive action based on real-time data.

The document security add-on for Adobe Experience Manager allows an organization with sensitive information to:

• Match policies to the sensitivity level of data

• Protect common document files

• Streamline document protection and consumption

• Store protected documents

• Track all actions taken on protected information

• Strengthen document protection with real-time visual analysis

About Adobe Experience Manager Adobe Experience Manager, part of Adobe Marketing Cloud, allows marketers and developers to design, manage, and deliver customer-facing digital experiences across every channel—web, mobile, social, video, and in-store. The solution spans web content management, digital asset management, mobile apps, social communities, forms and documents, and commerce. Adobe Experience Manager integrates with other Adobe Marketing Cloud solutions, allowing businesses to use analytics to deliver targeted content to identified segments and transform static content into engaging, personalized experiences—optimizing lead generation and accelerating revenue.