These interactive workflows improve the findability, readability and usability of value-added articles.
After experimenting with different tools and refining our process several times, we strive to provide the best version of the interactive workflow for our customers' self-service experience. Today, we have a well-defined process for creating these interactive workflows and a list of articles identified to be worked into this content format.
We are working on creating interactive workflows for many more troubleshooting workflows, expert recommended articles, top issues and content, and legacy articles requested to be reinstated to the Knowledge Base by customers. We are also creating resolution paths for customers to find troubleshooting solutions quickly.
We did a usability testing on these workflows and have included some of the valuable feedback received from customers and partners to improve these workflows.
Our goal is to group related NetApp Knowledge – KB articles and documentation – in a user-friendly interactive format and to enable customers to find the information for the topic within the workflow.