If you've ever tried to document a narrative for a flowchart, you're already familiar with how challenging it is to write something end-users can follow. But things have changed, and a new ScreenSteps editor has made it easier than ever to transform flowcharts into interactive tutorials that even the least techy person can follow.

The new workflow article has some amazing capabilities. You can write documentation that includes decision trees, checklists, and "click to continue" buttons. But if you're new to writing workflow articles, you may find it difficult to author because workflows require you to write your help documentation a little differently than you're used to. So, if you're having a difficult time writing workflow articles, here's a tip: Next time a customer calls in, record your phone conversation. Then, document that conversation as a workflow article – questions and all.

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...