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Greg DeVore

Greg DeVore
CEO of ScreenSteps

Recent Posts

3 Questions that Help You Achieve Better Outcomes

Greg DeVore - Oct 19, 2017 3:12:00 PM

ScreenSteps offers some exciting possibilities for delivering the information your teammates need right where they need it - in the browser. But without a little bit of a plan, you can run into one of two problems:

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New in ScreenSteps- Improved Widget and User Group Reports

Greg DeVore - Oct 19, 2017 2:57:00 PM

This week we have released a few updates that focus on usability of the ScreenSteps extension and user reporting.

Improved design

In this update we wanted to make the extension easier to use as well as make it clearer which type of resource you would be viewing. We made the following improvements:

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Improving Employee Training by Integrating Instructor-Led, E-Learning and Knowledge Bases/Job Aids

Greg DeVore - Oct 18, 2017 1:19:00 PM

The video below gives a brief overview of how you can integrate instructor-led training, e-learing and knowledge base content to improve employee learning and performance. The video is about 4 minutes long.

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Does Your Business Need Better Training or Something Better than Training?

Greg DeVore - Oct 17, 2017 5:37:00 PM

So many people we talk to tell us that they need better training in their business. But I'm not sure they are totally correct. In many cases I think they really need something better than training.

This week I came across a 18 month old post on LinkedIn:

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What are the Benefits of Performance Enablement vs. Employee Training?

Greg DeVore - Oct 16, 2017 8:16:00 AM

Sometimes it can be hard to distinguish between employee training and performance enablement. In businesses, both training and enablement have the same goal - better job performance - but they go about it in a very different way.

Training's primary goal is to teach an employee something that they will then hopefully apply in the workplace. It is designed to be a transfer of knowledge and/or skills.

Enablement is different. Enablement assumes that the employee can do the job effectively, they just need a little help. Enablement focuses on removing any roadblocks that prevent the employee from being successful.

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Sending a Comment Out to All Incidents Attached to a Zendesk Problem Ticket

Greg DeVore - Feb 3, 2015 7:00:00 AM

In a previous post we talked about using Zendesk problem and incident tickets. One of the problems with using this feature is that comments on the problem ticket won't get pushed to the incident tickets. There may be times when you want to provide your customers status updates on how far along you are in resolving an issue. This post will show you how to send out a message to all incident tickets that are attached to a problem ticket.

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Problems and Incidents in Zendesk

Greg DeVore - Jan 27, 2015 2:38:00 PM

I just recently learned about using Problems and Incidents in Zendesk and I can't believe I didn't know about this before.

Topics: Zendesk

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Using Zendesk Triggers and Automations to train new agents

Greg DeVore - Jan 20, 2015 1:07:04 PM

One of the benefits of Zendesk is the way you can set up various business rules to automate your support process and make sure that nothing falls through the cracks. Triggers and Automations are the tools that you use to make all of this automation happen.

Topics: Zendesk

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Understanding Zendesk Help Center Viewing Permissions

Greg DeVore - Dec 19, 2014 9:15:14 AM

Use ScreenSteps to author your Zendesk articles that need lots of screenshots.

Today we are going to talk about Zendesk Help Center viewing permissions. Some companies want to have all of their knowledge base and community (or user forum) content public for everyone. But some companies want to have a bit more control over who can see what.

Topics: Zendesk

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The Zendesk Private Comments App

Greg DeVore - Dec 11, 2014 4:26:00 PM

The default Zendesk interface lets you add either a public or a private comment to a ticket. But there are many times that I find I want to add both. I want to respond to the customer, but also add a private note for future reference.

Topics: Zendesk

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