Knowledge Base Documentation

Leverage interactive demos for knowledge base documentation to enhance self-serve education, shorten time to answer and improve customer success.

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Objective

To provide users with an intuitive and engaging way to access educational materials, improving their ability to find solutions independently and effectively, while reducing support tickets.
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Empower Self-Learning

Enable users to explore and learn about your product or service at their own pace.

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Reduce Support Requests

Decrease the volume of support queries by a user friendly self-serve option.

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Shorten time to answer

Embed How-To Tutorials directly in the product, giving users immediate access to answers when they have questions.

How to Implement?

Steps

  1. Integrate your step-by-step How-To tutorials in all the locations where users are likely to seek help.
  2. Demo Structure

1. Integrate your step-by-step How-To tutorials in all the locations where users are likely to seek help.

Product Interface:

Integrate tutorials directly into the product interface, either beside the object being explained or in a dedicated support section.
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Knowledge Base/Help SharePoint:

Replace or complement screenshot-based step-by-step articles with interactive tutorials for a more engaging support experience.

Support Tickets:

Include links to relevant demos in automated responses or support replies to facilitate self-service resolutions.

Onboarding How-To Library:

Provide a comprehensive library of onboarding tutorials to encourage user adoption and ease the learning curve.

2. Demo structure

Detailed Step-by-Step:

Ensure the tutorial is thorough and precise, capturing all relevant drop-downs and explaining the specific choices available without shortcuts.

End Goal First:

Begin by stating the end goal of the process, such as creating an opportunity or converting a lead, to provide context for the steps.

Clear Communication:

Use guides and highlight specific elements by blurring surrounding areas to enhance clarity and focus.

Text-Based Narrative:

Prefer text-based explanations over video for easier updates; text allows you to modify individual screens without re-recording the entire demo, simplifying future adjustments.