Private knowledge base (login required)Ī private knowledge base is simply a ScreenSteps site that requires a login. You can make the sites private (requiring a login) or public (no login required). When you create these sites, you have two options. Each site is a knowledge base with a custom domain and you can create custom content just for it. Within that account, you can create one or more sites. When you sign up for ScreenSteps, you are signing up for an account. ScreenSteps sites: Private and public knowledge base options Then we’ll go over the advantages of using ScreenSteps for your private and customer-facing knowledge bases. This article will help you choose the right ScreenSteps knowledge base option for your company.īelow, I’ll explain the two options - public or private - available when building your knowledge base account in ScreenSteps. They choose the best solution for their company. Some strictly want to set up an internal knowledge base while others want an external knowledge base or both. Over the past eight years, I’ve worked with multiple ScreenSteps knowledge base customers to organize their accounts. So, you’ve decided it’s time to consider a customer-facing knowledge base. They are used to a Google-esque experience where they can find answers they need at their fingertips. People aren’t as willing to get on the phone to talk to someone. And they’ve done a great job, but you recognize that it’s a changing world. In the past, you’ve relied solely on your customer service team to support customers. Plus, your end-users will be able to quickly read your documentation, resulting in fewer mistakes and follow-up questions.When it comes to serving your customers, you like to have options. If you grab great screenshots for your documentation, the pictures will explain the process for you and you'll end up having to write a lot less text. In the example below, the end-user can read the text in the image, and quickly identify where it is on their screen. For example, your screenshot might be of the field "Primary Campaign Source." If an end-user is reading that, they are going to spend some time searching their screen to find that field - there's no context around for them to quickly see where that is on their screen.Īnother practice is just to put the icon of the button the end-user needs to click and tell them to, "Click on the magnifying glass." Your end-users will spend a few minutes looking for that icon and get frustrated.Ī great screenshot will be legible and also provide some context so that users can easily see where on the screen the action is happening. If your screenshot is too small, it's difficult to place where the action is happening. Screenshots that show the entire screen are hard to read. It can be tempting to just hit "Print Screen" on your keyboard and grab the entire screen - try to avoid the temptation. So today's tip is on taking perfect screenshots for your Salesforce documentation. If you do it correctly, it's faster to write and easier to read - but if you don't know the best practices for taking screenshots, your users won't find them very helpful. ![]() Using screenshots to explain how to perform a process to your users is becoming the standard for writing customized Salesforce documentation.
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