Help center Web app

Bring users to relevant and up-to-date solutions.

7 checks · 2 content groups

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Review progress

Information and structure

Compare information and presentation in context of use.

Search the way the user asksKeyword support, suggestions and not found notifications with directions to continue.Use terms users know, not just the internal name of the feature.Example Searching for “email not received” also brings up instructions for checking your mailbox.Group by task or issueKeep the topic name clear and allow browsing when users do not know the keywords.Group by what users want to do, not by internal department name; Each group needs to lead to an article that addresses the correct need.Prioritize helpful instructionsMake popular or important issues visible instead of just the latest post.Keep instructions easy to followUse short steps, titles, contextual images, and examples of the correct product version.Include answer key before long explanations; Illustrations need to describe the text so that it can still be understood when the image cannot be seen.

Actions and status

Try the operation, change the status and continue working.

State the time of inspectionDate updates and review instructions when products change.Record the date of re-inspection and the responsible entity; The article about the old interface should have a warning or be updated.There is a way to report unresolved issuesGive feedback whether it's helpful or not and open the way to appropriate support.After the response "Can't help", continue to support and keep the link to the article you are reading in the request.Select articles related to the previous or next step of the task, instead of just based on similar keywords.

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GUIDANCE

How to review

Search the way the user asks

Use terms users know, not just the internal name of the feature.

EXAMPLES

Usage examples

Search the way the user asks

Searching for “email not received” also brings up instructions for checking your mailbox.

Help center Web app

Information and structure

Actions and status

How to review

Search the way the user asks

Usage examples

Search the way the user asks

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