Knowledge Management

How to Ask Your Course Instructor Questions

Help Center Article

There are three ways for course participants to ask instructor questions, either during or between live Zoom sessions. This Help Center article guides participants through the options.

Audience: Customers of a company offering virtual instructor-led courses

Roles: Documentation, Technical Writing, Help Center Management

Tools: Zendesk

Zendesk Macros

Scripted Customer Responses

I managed an extensive library of Zendesk macros, writing and editing hundreds of customizable ticket responses. Click View to review three samples.

Audience: Customers and Customer Support Specialists

Roles: Technical Writing, Editing, Documentation, Knowledge Base Management

Tools: Zendesk

How to Process a Voicemail Ticket Before Responding

Process Documentation

This is a sample of SOP documentation created for a Customer Support department transitioning to using Zendesk Talk.

Audience: Customer Support Specialists

Roles: Documentation, Technical Writing

Tools: GoogleDocs, Confluence, Snagit

Orientation Buddy Program

FAQ

Audience: Seasoned employees curious about volunteering as a Buddy for new hires

Roles: Documentation

Tools: GoogleDocs, Canva

How to Add a Meter Entry

Help Center Instructional Video

This video walks customers through one method of adding a vehicle meter entry to a fleet management platform.

Audience: Users of a fleet management SAAS

Roles: Help Center Content Creation, Documentation, Video Editing, Narration

Tools: Camtasia, Canva

Customer Support Specialist Help Center

Knowledge Base

I designed, built, and maintained this internal Customer Support Specialist Help Center, writing content for over 300 quick-reference links that empowered CS Specialists to address customer needs promptly.

Audience: Customer Support Specialists

Roles: Documentation, Help Center Management, Copywriting, Technical Writing

Tools: Confluence, GoogleDocs

New-Hire Orientation Resource Center

Knowledge Base

As the lead on redesigning a company onboarding program, I identified the need for and built a self-serve resource center for new hires with instructional content, software tutorials, a 135-term company glossary, and documentation on company culture and policies.

Audience: New employees of an online learning company

Roles: Knowledge Base Management, Documentation, Technical Writing, Copywriting, Software Tutorial Development

Tools: Confluence, Snagit, Camtasia

Staff Resource Center

Knowledge Base

After identifying internal knowledge base gaps, I advocated for this 80-article resource center for staff to expedite the location of company procedures, policies, instructional videos, and FAQs.

Audience: Over 200 employees and contractors of an online learning company

Roles: Knowledge Base Management, Documentation, Technical Writing, Copywriting

Tools: Confluence, Snagit, Camtasia

Mission-Critical Job Details

Knowledge Base

I led internal documentation initiatives that advanced company knowledge and resilience, including devising a system to secure employees’ mission-critical job details in Confluence during the COVID-19 pandemic.

Audience: Over 200 employees and contractors of an online learning company

Roles: Documentation, Knowledge Base Management, Technical Writing

Tools: Confluence, Snagit, Camtasia