After you've onboarded a prospect/new customer to your SaaS, and after they've gone through some additional training, your users may still have trouble using your product - not because your instructions are bad, but because your users may still not know what to do.

I'm not aware of any commandments, requirements, or laws for onboarding customers to a software platform - but I do have 3 rules that I try to live by: Find out what a user wants to do Motivate them to action Give them a map that shows them how to get wherever they want to be Why live by those rules? Well, during the onboarding phase, it's really important that your customers experience "wins" early on. If you know what they want to do, it's easy to motivate and provide a specific map. If you don't know what they want, you end up overwhelming customers with too much information.

Are you making these common documentation mistakes?

The old knowledge base template was a little outdated, and looked like this: Which is fine, if you like that that look. But some of you mentioned that it was too text-heavy and difficult to navigate through when you had a lot of documentation (and many of you have A LOT of documentation... like, over 400 articles). So, last week, we released a new template to make your knowledge base a little snazzier looking.

We often get questions about using ScreenSteps vs. MadCap Flare or RoboHelp. I'm not going to go into a feature by feature comparison - both RoboHelp and MadCap Flare are very capable products and if you start listing all of the features, both will have a much longer list than ScreenSteps. The main difference between ScreenSteps and these other authoring tools is philosophy. Both Flare and RoboHep are built around the the idea of "documentation projects." A team or author using one of these products will go through everything you would do with a traditional project:

I was ready to checkout of Lowe's. On my way to the register, I noticed there were a few available machines at self-checkout, and considered skipping the line to scan everything myself.

We're happy to announce a new and improved Zendesk integration. It now works with Zendesk Legacy AND Help Center, is a much faster setup, and has a tighter integration with Zendesk so that you can author everything in ScreenSteps.

1. Adapt for complex scenarios Some procedures are straightforward while other procedures include a lot of "if this, then that" situations. If your documentation needs to explain a complex procedure, make sure you account for all of those variations.