Employee/Customer Onboarding, Training and Enablement

Why You Need to Create Expert Templates For Customers and Employees

Jonathan DeVore - Oct 15, 2019 1:28:39 PM

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.

Topics: New Feature- workflow article

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One Reason Your Support Articles Are Not Deflecting Customer Tickets

Jonathan DeVore - Sep 17, 2019 1:58:44 PM

Your customer support knowledge base has two main purposes:

  1. Deflect support tickets.
  2. 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...

Topics: New Feature- workflow article

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3 New Features Coming That Simplify Complex Procedures

Jonathan DeVore - Jul 29, 2019 2:04:29 PM

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 complicatedeven 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?

Topics: Documentation- New Feature

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Pruning the ScreenSteps Knowledge Base

Jonathan DeVore - Jul 22, 2019 2:49:49 PM

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

Topics: New Feature

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Create a Table of Contents in an Article

Jonathan DeVore - Sep 8, 2017 12:21:36 PM

Are some of your ScreenSteps articles kind of lengthy?

Topics: Customer Support- New Feature

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