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Linda Spiller | Portfolio
Support docs​

  • Project: SaaS company -  knowledge base​
  • Roles: Technical Writer and Product Documentation Owner 
  • Type:  Enterprise Support Center documentation for customers
  • Format: Online
  • Tools:  Salesforce - knowledge articles

Overview

I've written several types of support documentation as a technical writer and as a volunteer. Currently, I write and edit knowledge base articles in Salesforce for a SaaS that sells verification and identity services to enterprise customers around the world.

 

My past work includes: 

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  • Electronic help files

    • Biotechnology software and hardware startup

    • Included in scientific imaging software for research labs and scientists

    • Created using WinHelp and RoboHelp

  • Wikis

    • Social media forums for mainstream streaming services and antenna users​

    • Detailed how-to guides to assist members​​

    • Created using Markdown and published online

Application is no longer available.

Knowledge base article for a new account management procedure

 

​​Key tasks I did:

  • Using the same portal used by customers, I tested a new procedure to reset the expiration date of an API Key.

  • Created a screenshot using the screenshot tool available on Mac.

  • Edited the screenshot to add a callout to help guide users. 

  • Added alt text for the screenshot. 

  • Guided the article through the review process and published it. 

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What I learned: 

  • This was one of several related support center articles I updated that allowed me to learn more about new features and changes to the customer portal. I enjoy creating and editing screenshots, even though we rarely use them, because screenshots can get out of date quickly.  

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Impact: 

  • Reduced the number of support center calls and requests for assistance with this process.

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