User Guide Samples
The guides featured on this page are a small selection of documents I have worked on for the past decade. Some of which were never officially published due to the product not being released
eGain Administrator’s Guide to Administration Console | Version Fall 2019
This is the core guide for administrators to set up their eGain installation without specifically focusing on aspects of the product like chat and email, which were in other specific guides. This guide provided steps for configuring security settings, languages, user accounts, etc.
The guide was authored in Adobe FrameMaker.
eGain Knowledge Hub for Genesys Connector Guide
This is one of many guides that were authored for our “Partner Marketplace” program. Aspects and features eGain product would be able to connect to the platforms of our partners and competitors to provide the best user experience for customers who wanted our capabilities without necessarily giving up the CRM platforms to which they had grown attached. This connector guide is a short document that goes over the process of configuring their Genesys installation and the eGain connector.
This guide was authored in Microsoft Word.
eGain for Salesforce Configuration Guide | Version 11
This was one of the earliest documents I worked on as a technical writer. This guide served a similar purpose to the connector documents, as the overall use case for the situation involves implementing a portion of the eGain product in a Salesforce system. However, it also has information pertaining to the possibility that a person may want Salesforce features in an eGain system. This document was first created for Version 11 of the product, which was still an on-premise installation, as opposed to the Cloud versions that would follow.
This guide was authored in Adobe FrameMaker.
Cisco Enterprise Chat & Email Administrator’s Guide to Chat & Collaboration Resources, Release 12.6(1)
This guide is meant for administrators who want to configure their system’s chat and messaging capabilities.
This is one of many guides that we published for the Cisco OEM version of our product. Enterprise Chat & Email (ECE) is a version of the eGain product that is trimmed down to mostly just the email and chat aspects to be implemented within Cisco’s Finesse and the broader Cisco ecosystem of products. Many of our Cisco-branded guides and help files were single-sourced within Adobe FrameMaker and Adobe RoboHelp.
This guide was authored in Adobe RoboHelp.
Restricted Guides
The guides in this section consist of those shared under non-disclosure agreements or were not officially published for one reason or another. Passwords to view the documents will be provided upon request for an interview.
eGain Industry Solutions | Finance Startup Guide
The Industry Solutions initiative was an effort to create pre-configured versions of the product that would be tailored to specific business verticals. With the efforts of our in-house subject-matter experts, product management, and our Usability team, we created several scenarios for these verticals, as well as a wizard that would guide a user through the process of setting up their system through our various APIs. This user guide was to be used as a reference to the potential objects that were created within the application as part of this process. Some of which, like article macros or email signatures, would need to be rebranded to suit the company’s needs. This guide would be used to identify the potential objects in a system, and as a checklist document to ensure the necessary changes have been made before launch.
This guide was authored in Microsoft Word.
Cisco Enterprise Chat and Email Data Dictionary, Release 15.0(1)
The Data Dictionary is in reference to the various entries in the database server of an Enterprise Chat and Email (ECE) installation. This guide provides details for analysts to identify tables and columns from the data extract they need. This guide can also be used to identify the foreign keys that allow multiple tables to be joined within queries.
This guide was authored in Microsoft Word.
GitHub & Sourcetree Installation
A company-wide decision was made to move files from our previous repositories to GitHub. This included our documentation files. As part of this move, I looked into various methods in which a person on our team could sync their devices to GitHub and manage their files. Not all of our team was technically savvy enough to work out of GitHub directly, so I recommended Atlassian’s Sourcetree as the interface of choice and quickly wrote up a configuration guide for the team.
This guide was originally authored in the Microsoft Teams Wiki feature before moving to Microsoft Word.
RoboHelp How-Tos
In 2019, our Documentation team grew with the addition of three new members. None of whom had prior experience in technical writing, nor a familiarity with RoboHelp. In addition, our Adobe Technical Suite account was upgraded to a newer version that included a very different version of RoboHelp than our existing team was familiar with. I took it upon myself to explore the new version of the app and document some basic tips and tricks about it on an Atlassian Confluence page so the new and experienced authors could review the processes and ask questions in follow-up meetings.
This guide was authored in Atlassian Confluence and exported to a Word file.
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.