Technical Documentation
Online Help Repository
I was responsible for managing the server that housed and displayed the help files for the different hubs of the company’s product.
For years, I developed expertise in all aspects of the company’s platform. From the straightforward Agent Console, which customer-service representatives used to interact with customers and resolve issues, to the complicated Administration Console that was used to set up all the backend systems to ensure the product was suited to the needs of a particular business, I have documented instructions for users at all skill levels.
The help files were designed for an online product that could be accessed via an internet browser. So, the files used an HTML format and were published using Adobe RoboHelp. We single-sourced these files for their respective consoles
Help Samples
The help samples listed below were built using Adobe RoboHelp 2020.
Agent Console Help
The Agent Console is the primary communication console in the eGain application that customer-service representatives use to handle email, chat, asynchronous messaging, and phone call activities. The help shows steps on how to handle these types of activities, as well has how to properly manage customers and cases.
Administration Console Help
The Administration Console is the management console that is used to set up a system to handle customer communications, knowledge bases, chatbots, social media accounts, single sign-on, and so forth. What is displayed in this version of the help applies to a version of the product that has all the necessary licenses installed to access all of the product’s key features.
Knowledge Console Help
Knowledge Management is at the heart of the product, and the Knowledge Console is where the content is created and organized. Authors could create articles, self-service websites, guided help scenarios, and publishing-process workflows. Building out an extensive knowledge base and the mentioned features is a complex process, and these help files were provided to help make everything a little easier.
User Guides
In addition to creating online help files that could be accessed via a public server or integrated within the application, I have also been the author of countless user guides. Within my first year of technical writing, I was already involved in technical user guides that provided steps for an involved on-premise installation process, as well as internal schema guides that outlined the database structure for the application.
Below are some user guides I have published that are available for download. I have included formal user guides that were published for external users of the company’s product, as well as those for a version of the product that was rebranded for a partner. I have also included small, unofficial user guides that I created for new employees who were not familiar with the various tools our team used.
Guides with proprietary information that cannot be shared unless under an NDA require a password, which I am willing to provide upon request for an interview.
Let’s Connect
I’m here to help and offer my expertise as a technical writer and instructional designer. If you need assistance with your documentation or learning management system, please feel free to reach out.