Linda Spiller | Portfolio
Support docs​
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Project: SaaS company - knowledge base​
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Roles: Technical Writer and Product Documentation Owner
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Type: Enterprise Support Center documentation for customers
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Format: Online
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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
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Biotechnology software and hardware startup
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Included in scientific imaging software for research labs and scientists
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Created using WinHelp and RoboHelp
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Wikis
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Social media forums for mainstream streaming services and antenna users​
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Detailed how-to guides to assist members​​
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Created using Markdown and published online
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Knowledge base article for a new account management procedure
​​Key tasks I did:
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Using the same portal used by customers, I tested a new procedure to reset the expiration date of an API Key.
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Created a screenshot using the screenshot tool available on Mac.
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Edited the screenshot to add a callout to help guide users.
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Added alt text for the screenshot.
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Guided the article through the review process and published it.
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What I learned:
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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:
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Reduced the number of support center calls and requests for assistance with this process.