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Employee/Customer Onboarding, Training and Enablement

Come to ScreenSteps blog to learn how to onboard, train and support your employees and customers.

Blog Feature

New Feature | workflow article

By: Jonathan DeVore
October 15th, 2019

A buzzword that's been going around for quite some time is "Knowledge Management." The idea is that subject matter experts can write down what they know in knowledge articles and transfer their knowledge to somebody else. But here's where organizations are getting a little confused – transferring knowledge isn't the ultimate goal of knowledge management. Writing down everything you know so that somebody else can read a bunch of information isn't really what managers and executives want.

Blog Feature

New Feature | workflow article

By: Jonathan DeVore
September 17th, 2019

Your customer support knowledge base has two main purposes: Deflect support tickets. Decrease ticket escalation from your tier 1 support agents to your tier 2 support agents. If it's not doing those two things very well, then you may have this problem...

Blog Feature

Documentation | New Feature

By: Jonathan DeVore
July 29th, 2019

Six months ago, the ScreenSteps team received several support tickets for setting up Single Sign-on (SSO). These tickets required phone calls or lengthy back-and-forth emails before finally being resolved. Now, we love helping our customers, but our team was frustrated that our self-help documentation was falling short for this particular operation. Admittedly, SSO can get a tad complicated—even I shuddered a little when I had to get involved with SSO troubleshooting—but isn't the point of self-help documentation that customers can perform tasks on their own without involving support? Even though we had very detailed help articles for setting up SSO, apparently those articles weren’t very helpful to the majority of customers who were setting up Single Sign-on. What was going on?

Blog Feature

New Feature

By: Jonathan DeVore
July 22nd, 2019

We are getting ready to release an update to the ScreenSteps template.

Blog Feature

Customer Support | New Feature

By: Jonathan DeVore
September 8th, 2017

Are some of your ScreenSteps articles kind of lengthy?