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A credit union or bank connects a chatbot to their SharePoint and tests it with a small group of employees. They quickly run into hallucinations, outdated information, and knowledge gaps. They then invest 12 months and expand headcount to get procedures to a place where the AI can use it. That story isn't rare. It's close to the median outcome.

Many leaders operate on a false assumption: if we train someone on it, they'll do it correctly. We know that isn't true.

Right now, a lot of organizations are making a significant investment in knowledge. But why isn't it actually making a difference in training & operations?

Both ScreenSteps and Engageware (formerly SilverCloud) help financial institutions manage and share knowledge. But there’s a crucial difference—whether employees are expected to interpret procedures or actually follow them with confidence.

Both ScreenSteps and Document360 help organizations create and share knowledge. The difference lies in what happens next—whether employees simply find information or can actually follow it to complete their work.

WalkMe is often the first name that comes to mind when people hear “Digital Adoption Platform.” It overlays interactive prompts, bubbles, and walkthroughs directly on top of applications, showing employees exactly where to click. ScreenSteps takes a different approach. It’s a Knowledge Operations Platform designed to deliver in-app guidance without overlays or automation. Instead of showing where to click, ScreenSteps helps employees follow business processes with clear, visual, step-by-step guides. Both tools aim to make employees more independent, but ScreenSteps was intentionally designed to address several weaknesses that DAPs like WalkMe create: lack of agility, single-application limitations, and dependence on technical specialists.

Both Whatfix and ScreenSteps help employees follow processes and complete work accurately. But they go about it in very different ways. Whatfix focuses on in-app guidance—helping people click through tasks in a single system. ScreenSteps focuses on operational guidance—helping people follow complex business processes that often cross multiple systems.

Both ScreenSteps and Scribe help teams capture and share know-how. They just take different approaches depending on what kind of knowledge you need to share and how people will use it. This article will give you the information you need to make the right choice based on your needs.

At ScreenSteps, our mission has always been to help our customers do much more than just write documentation. It has been to help them transform their company cultures by transferring knowledge more efficiently. Today, I’m thrilled to announce a major upgrade to the ScreenSteps platform, something that’s been a long time in the making and marks a turning point in how organizations build and scale knowledge.

Artificial intelligence (AI) is only as good as the information you feed it.