Knowledge Base Article Types
Use Standard Articles, Interactive Checklists, and Workflow Articles to help employees handle complex procedures
Create searchable, clearly formatted content quickly with standard articles. Standard Articles are perfect for capturing policies, FAQs, and procedures in a searchable format.
It’s easy to build the articles with content creation tools, including integrated screen capture, pop-up links, foldable sections, video embedding capabilities, and more.
Help your employees work faster and make fewer mistakes with Interactive Checklists.
Interactive Checklists are flexible to fit the needs of an employee depending on their familiarity with the process.
Experienced employees can quickly follow a checklist, while less experienced employees can expand each checklist item to see detailed instructions.
Replace “if-then” directions and wordy instructions with easy-to-follow Workflow Articles.
In Workflow Articles, you make complex procedures easy by asking your employees questions and then guiding them through a procedure based on their answers.
It is like you are a coach, sitting next to them, guiding them through the decisions and steps they need to take.
Now users of any experience level can handle complex procedures, troubleshooting tasks, configurations, or customer support calls.
“Our last class of newly-hired reps used ScreenSteps and it was the best our call center has ever seen.”
“All feedback from our reps has been beyond positive. My reps appreciate the step-by-step process and describe it as ‘dummy proof.’ Thank you for helping me bring my vision for our protocol revamp to life.”
“Our new reps didn’t have any first-day jitters because they were using call flows. They were able to handle any call right out of the gate, and after a few weeks, our new reps had metrics that were better than our tenured reps.”
It’s time for a better performance report. Most mistakes are unnecessary if you’ve clearly documented procedures and your employees regularly follow your guides.