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?