CREATING SALESFORCE DOCUMENTATION WITHSCREENSTEPS ANDSCREENSTEPS LIVE

• Started in 2003 - E-learning consulting company

• Launched ScreenSteps as a side project in 2007

• Launched ScreenSteps Live in 2009

• Launched ScreenSteps.me in 2010

WHO WE ARE AND WHY YOU SHOULD CARE

• We create hundreds of pages of documentation

• We support thousands of customers

• Documentation and support are not our primary jobs

WHO WE ARE AND WHY YOU SHOULD CARE

1.Tools

2.Methodology

KEYS TO HOW WE WORK

1.Adoption

2. Proficiency

3. Low error rate

4.No phone calls

GOALS OF A SALESFORCE DEPLOYMENT

1.What - Leads, Opportunities, Contacts, Accounts, etc.

2.Why - What are our Salesforce goals

3.How - How do I complete the tasks that will help my organization achieve those goals

KEY KNOWLEDGE AREAS

KEY KNOWLEDGE AREAS: RATE OF CHANGE

What

Why

How

Should almost never change

May change as you expand your use of Salesforce but the change should be

infrequent

Will change frequently

SCREENSTEPS - THE WHAT

StepsConsists of a screen capture/photo and text

LessonsConsists of one or more steps

ManualCollection of lessons with a specific sequence. Lessons can be grouped into chapters

Output FormatScreenSteps Live, Word, PDF, HTML, blogs, wikis

A Desktop tool for Windows/Mac for creating, updating and exporting documentation that has lots of pictures in it.

SCREENSTEPS - THE WHYNO LONG MANUALS - MODULAR ASSEMBLY

1. Easier to create

2. Easier to keep up to date

3. Easier for your users to reference

MODULAR DOCUMENTATION

CREATING LESSONS

Increase the number of lessons

Decrease the timeto author

CREATING SALESFORCE DOCUMENTATION

1. Scoping out your manual

2. Lesson titles

3. Image capture tricks

4. Annotation tricks

5. Working with steps

SCREENSTEPS LIVE - THE WHATSpaceA website for displaying and controlling access to your ScreenSteps content

ManualsThe manuals you create in ScreenSteps Desktop

Lessons

BucketsAn collection of lessons without a specific sequence

Lessons

A cloud-based service for publishing, distributing and collaborating on your ScreenSteps documentation

Key benefits:•Simple - Instant web interface•Search•Storage of source files•API

SCREENSTEPS LIVE - THE WHY

Space

Manuals

Lessons

Buckets

Lessons

1. Simple permissions

2. We can grow our documentation organically, as needed

3. We can deliver our content where our users need it

4. We always have access to our source files for updating

PUBLISHING SALESFORCE DOCUMENTATION

1. Publishing manuals

2. Tags

3. Permissions

4. Integrating with Salesforce

5. Bringing in other authors

1.Don’t Plan

2.Don’t Finish

3.Don’t Worry

TIPS FOR GETTING STARTED

1.Write down your top 10 support questions

2.Answer them

DON’T PLAN

1.As new questions come in, add to your documentation

2. Split out manuals and buckets as needed

DON’T FINISH

1.Get started, don’t wait to get everything just right

2. ScreenSteps Live makes it easy to change your content organization as your needs change

DON’T WORRY

SCREENSTEPS AND SCREENSTEPS LIVESimple and effective Salesforce documentation for people who have better things to do than create documentation