Customer Success Help Center

[loripusey]

Problem Statement

As a user, I want a place to go for help without having to interact with someone from ReportStream. As reportstream admin, I want users to be able to easily find answers to common questions and tasks and be independent, without having to interact with reportstream. If I really can't find info that I need, I'll reach out to reportstream.

Tasks

• demos
• using reportstream
• account management, e.g. reset password
• reporting-related tasks, e.g. disease-specific schema
• how to get started w/ reportstream
• other tasks?

Acceptance Criteria

• easy to access
• information is organized by most common to least common tasks
• content must really matter
• questions and answers are phrased in customer voice
• search-able
• videos
• gathers feedback
• gives option to contact reportstream via a support email address

[drew-usds]

Issues to add, from design sync 4/12:

• [x] Survey existing help centers
• [ ] Should add ticket about metrics
• [x] IA diagram
• [x] Journey map
• [x] Service blueprint (Internal RS support)
• [ ] Develop content (beyond #4913)
• [ ] Possibility of ClickUp or other integrations with tools for O&O?
• [ ] Contact/help forms (agnostic to endpoint)?
• [ ] Something for actually building/deploying new section
• [ ] QA/user testing/feedback on content

[hannasage]

@drew-usds @BerniXiongA6 Any idea on the status of this? Is experience involved? Can we remove this from our board?