Understanding Broken Content (And How To Fix It)

CloudRadial makes it easy to customize content for a specific company.

Most CloudRadial Partners will choose to control all of their content from the Partner > Content area. Overall, the idea is straightforward - have all of the content that a company gets within their feature set coming from a single area for better visibility.

However, it's also extremely common to need to customize content to fit a particular need of a client (or multiple clients). To accomplish this customization, you can choose to "break" the content off of its subscription from the content package found in Partner > Content and make any necessary changes at the company level. 

• How can I break content off of a subscription?
• What happens when content is broken off of a subscription?
  • Benefits of broken subscription content
  • Drawbacks of broken subscription content 
• How can I tell if content is already broken off of a subscription?
• How can I put content back on a subscription?
• FAQs

How can I break content off of a subscription?

To break content off of a subscription, you must:

1. Navigate to Partner > Clients
2. Select the company that needs modifications
3. Use the 3 blue-dot menu to Impersonate Admin in that company

Now, you'll find yourself within their company. Navigate to the specific piece of content you wish to modify. We'll use the example of a ticket within Support > Report a Problem. 

Once you get there, select the content and select the Edit button at the top to break it off of the subscription. 

If the content is "subscribed" to a content package, you'll get a message similar to the following:

This message will let you know that the content is coming from a content package and will list its name for you. Selecting Continue and following through with the prompts will not break the content from its subscription.

Content is only broken from its subscription when you make a change to it and select Submit at the bottom to finalize the changes. 

What happens when content is broken off of a subscription? 

If you break content off of a subscription, CloudRadial will unlink it and it will be ineligible to receive updates from the content package that it once belonged to.

There are benefits and drawbacks to this.

Benefits:

• You can have super granular control over content at the company level
• Content updates will not overwrite your changes
• You can better collaborate with people within that company, who can now access and edit that content (with the right permission level, but not by default)

Drawbacks:

• You cannot easily tell what content has been broken from its subscription (more details below)
• Content cannot be easily updated for mass changes 
• You have introduced multiple places to manage content, which can make more work for yourself

How can I tell if content is already broken off of a subscription?

The only way to tell if a piece of content is broken from its subscription is to select it from within a specific company and Edit it.

If the message to break it off of the subscription doesn't appear and it allows you to directly edit the content, then it means that the content has either:

• Been broken off of the subscription previously
  • OR
• Been created for that company at the company level

In either case, the end result is that the piece of content is "orphaned". Orphaned content will live by itself within the company level until deleted manually and will not be updated in bulk from any source. 

How do I put content back on a subscription?

Putting content back on a subscription is not possible. Once it is broken, it is permanently broken.

To get the subscribed content, you'll need to republish a new version of that content item back to the company. Doing so means losing any customizations that have occurred, so please keep that in mind.

To republish a new version of content and make it part of the subscription again, follow these steps:

1. Navigate to Partner > Clients
2. Select the company that needs modifications
3. Use the 3 blue-dot menu to Impersonate Admin in that company
   
                
   
   
4. Locate and select the piece of content that should be "resubscribed"
5. Use the Red Trashcan icon to delete the item
   
   
   
   
6. Once you have deleted the item (or items), navigate back to Partner > Content 
7. Locate and select the content package that you want to re-push to the company
   • This is the package that originally contained the item that you deleted in step 5
8. Select Settings within the content package
9. Select the Subscribers tab
10. Uncheck the checkbox of the customer that needs their content reset
11. Once unchecked, Check the checkbox again (essentially, a reset)
    • This will automatically publish the content again to the company
    • If you notice you cannot check the checkboxes, read the Note* below. 

Performing these steps will add the content back and will automatically publish it back to the company. Note that publishing times will vary on the size of the content package (more items in the content package means more publish time). If you think the package isn't publishing, you can always use the Publish button at the top of the content package to force a publish as well. 

Note*: This occurs when the option to Automatically add or remove to companies based on group membership? enabled for that content package. Disable it momentarily, perform the steps above, and re-enable it. Also note that you may only toggle that option when a company group is present within the Selected column. 

FAQ

• Can customers/end users break content off of subscriptions?
  
  
  • By default, no - but they can if they have the appropriate level of access through a Partner-created role. Giving a user access to Edit (or higher) gives them the power to break items off of subscribed packages. You'll want to check specific user roles that you've created to see if you have your users on permission levels that allow this.
    
    
    
    
• Is there a way to make content "unbreakable" to users?
  
  
  • Yes. When editing any piece of content, you'll see an option to toggle: Is this item partner managed? 
    
    Doing so will ensure that the item can only be managed (and broken) by Partner-level users in the system.