INTERNAL ONLY: Technical Content Designer Training
Authored by: Support.com Tech Pro Team
1. Introduction & Workflow
Training Updated as of: 2019-June-7
FOR INTERNAL USE ONLY. Do not edit or save over any of the contents of this Guided Path!
Welcome to the Content Design Team!
This is our internal Training Guide that will introduce you to the tools we use to design content and how to get started building Guided Paths of your own. Throughout training, there will be both extensive text-based information, as well as links to short videos that will cover certain topics. You will have to copy and paste these URLs into a new browser tab in order to view them properly.
What to Expect from Training
Training will be split into two parts:
Building a GP: This part of training will focus on the skills and knowledge you will need in order to create the steps necessary to build your Guided Path's Flow, and complete its Outline.
Designing a GP: This part of training will focus on the skills and knowledge you will need in order to design the content within the steps of your Guided Path's completed Outline.
Please keep in mind that this training guide is a living-document. Feedback is both welcomed and encouraged when it comes to designing high-quality content. Many of the guidelines within are meant to help us achieve a certain 'standard' which is constantly evolving and being improved upon.
JIRA and the Cloud Designer (Core) are the two primary tools you will use during content creation. JIRA is a work journal where you get work, and note what work you've done. Core is where the work itself goes. Please bookmark the following URLs to these web-based tools:
This training guide is written with both introductory and workflow angles in mind. It follows the order in which you should approach things on a daily basis, but also focuses on introducing you to tools and concepts you may be unfamiliar with. Before we begin, let's take a look at a very simplified explanation of the basic workflow of a Technical Content Designer:
Build your GP
Select & assign a JIRA story to yourself (JIRA).
Change status to 'In Progress' (JIRA).
Begin tracking your time on this JIRA story by using Chronos.
Create your GP within Core (Core).
Begin device discovery (Research).
Build your GP's Flow/Outline with all required elements (Core).
Submit for Outline Review (JIRA).
Design your GP
Once your Outline has been approved, begin the process of content filling steps (Core).
Ensure GP details are complete (Core).
Submit for Technical Review (JIRA).
Once Tech approved, your work is complete!
2. What is JIRA?
What is JIRA?
JIRA is our project management system where all of the work we do is kept track of. The content team uses tickets with the prefix "CON" and each ticket (or "story" as we'll refer to them), represents a particular GP that is in production or planned to be in production within Core. JIRA is used on a daily basis by all designers to keep track of their current work in progress, submit GPs for review, and provide notes and feedback on each story that belongs to them.
Getting Started with JIRA
Make sure you have the following URL bookmarked so you can easily return to the JIRA swimlanes view:
The Chronos Timetracker is a JIRA front-end application that allows us to keep track of how much time we've spent working on a particular JIRA story. The following instructions will guide you through where to get it, and how to set it up to keep track of your time.
Fill in your Active Directory Username and Password, then select Continue.
For Select project or board, select Content (CON).
Select Filter.
At a minimum, select the following Filters, then select Close.
Filters
Status
In Progress
To Do
Review Editing
Asignee
Current User
Working With Chronos
Tracking Time on Story
Highlight the story on the left.
Select Workflow, and set the status to In Progress if it's set as To Do. Leave it as-is if it's in Review Editing.
Select the Play button to start tracking your time spent.
Perform your work; look up documents, review videos, gather images, create steps, etc. as you normally would in Core Designer. Leave Chronos up in the background. The bar at top of the story will change to blue to indicate you're working on the story, along with the time spent.
When you are not working, because of break/lunch/meeting, or just done with the Story, select stop to cease tracking time on the issue.
Commenting on a Story
Highlight the story on the left.
Select the Comments tab on the right, enter your comment, and select Add.
Send for Review
Highlight the story on the left.
Select Workflow, then select either Outline Review or Technical Review, based on what you're submitting it to.
Showing Workflow Updates
Chronos won't refresh the Issues list automatically. You need to manually refresh the list if you do any of the following:
Assign a new story to yourself in JIRA
Get something assigned back to you for further work
Move something out of your workflow into Outline Review or Technical Review
Select the Refresh button on the left to refresh your Issues log.
3. What is the Cloud Designer?
What is the Cloud Designer or Core?
Core is our actual Guided Path design and authoring tool. It is used to create and house all of the Content Team's GPs. This is where all content creation takes place. The majority of training centers around the things you will be doing within Core to design content. Once you've assigned yourself some stories within JIRA, you can begin working within Core.
All of the design work you do should take place within Core. You should not use another editor to create work to then copy and paste into Core.
Getting Started: How to Create a Guided Path
Navigate to the Cloud Designer (Core) @ # and log into your account.
Click on the DESIGNER tab.
Click the + icon, then click Guided Path.
The New Guided Path window will appear. To successfully create your new GP:
Paste your JIRA story name into the Name field.
Ensure the Agents & Consumers radio button has been selected.
Click OK to proceed.
Always make sure the name of your guided path within the Cloud Designer matches the JIRA story you are working on.
Your newly created guided path will appear. The left-hand frame displayed is the step library, from which you can search for and drag in an existing step, or create a brand new step of your own. More on this later.
What's Next?
The next part of training will go over the process of preparing to build your guide's Flow and build a complete Outline. You'll be introduced to the individual Steps that you'll be working with to create that Outline. The Outline of your guide should always be built first. It is the foundation of your guided path, and should be completed and approved before the process of content filling begins.
4. Device Discovery
Building a GP: Where to Start? Device Discovery!Device Discovery is the process of learning the ins and outs of the device and the topic your guided path will be covering before beginning work. For any devices that you own, have used before, or are simply well-documented online, this process may be very short and simple. For devices that you're not familiar with, or are not well-documented for any number of reasons, this may be a more lengthy and involved process. That being said, proper device discovery is of the utmost importance to ensure that the processes we are presenting are accurate, detailed, and in-line with what the user will be experiencing on their device(s) as we guide them with our content.
Learning about the device(s) you'll be working with, and the topic you'll be covering can be done in a multitude of different ways. The following are some best practices for effective Device Discovery:
Go straight to the source. When learning about a new device, go straight to the source: the manufacturer's website. Most OEM websites will have all the info we'll need to understand a product and whatever process we're trying to guide the user through. If nothing else, they should have product manuals and documentation for their products available to the general public. Unfortunately, while some OEM websites do a great job of marketing their products, they may not do a great job of relaying enough information that we can use to help with the development of a guided path.
Look for product reviews. If the OEM website is lacking the information you need to properly cover your device or topic, sometimes reviews of a product can reveal the missing pieces of information. While this information may not be straight from the manufacturer, it is generally derived from direct use of the device or product in question, and can still be helpful.
Use multiple sources. Since we are guiding users who are likely unfamiliar with the devices and topics we're covering, we want to have a good working knowledge of whatever it is we're developing a guide for. We also want to ensure that the solutions we are presenting to the user are verified solutions to those problems. Locating multiple sources of information (at least two whenever possible) is our general rule to verify that the processes we are presenting to the user are accurate, valid, and will be what they're experiencing first-hand as they follow along with their device(s). If we don't properly research the device or process we are presenting in full, it can be very easy to omit information that will render our content invalid, and perhaps turn a potential user away from utilizing our content offerings in the future.
Remember, YouTube is your friend. Many times, if you are working with a new or poorly documented device, finding unboxing or review videos of said device on YouTube can be a great way to gain a working knowledge of that product. Many manufacturers even have their own YouTube channels now, where they showcase and sometimes provide 'how-to' videos for their products as well.
If you're stuck, or are hitting a wall locating good information on any device or topic you're working on, always reach out for further assistance. It's a team effort to generate high-quality content!
5. Introducing the Content & Step Libraries
Guided paths are made up of individual steps that contain instructions within. Steps are designed with a single-topic in mind, and contain instructions pertinent to that single-topic within. As you can see within this training guide, steps are linked together very much like a flowchart would be. When it comes to adding steps to your guided path, one of the easiest ways to save time and prevent yourself from doing work that someone else has already done, is to make use of the Content Library & Step Library that lives here on Core. Using the Content Library & Step Library to your advantage is a great way to save time and get a feel for how other approved content has been designed.
What is the Content Library?
The Content Library is comprised of all the guides that exist within the Cloud Designer (Core). In the same way you would search JIRA for content, Core can be searched just as easily. This can be helpful in locating a guided path similar to a topic or device you're working with, so that you can browse through the steps being used within, and take a close look at that designer's Outline and Flow. Outline and Flow are very important to the structure of a guided path and how it will read for the end user. There will be more on Outline & Flow as training continues.
How to Search the Content Library
The Search bar can be used on the right-hand side of the Designer tab of Core.
As you begin typing your search term(s), results will immediately appear within the Manage Content list.
You can sort your search results by clicking on any one of the header columns above the Manage Content list.
What is the Step Library?
The Step Library contains every step that has been used across our entire library of guided paths. When we create content, we try to always keep the reusability of steps in mind at all times. What does this mean? Think of the devices we use every day: our smartphones and computers. If we were to create a step with instructions that explained how to connect your computer or smartphone to your wireless network, this is a process that wouldn't change at all, no matter what sort of guide we were building. So, instead of creating a brand new step with all the exact same information, we can search the step library for such a step and simply drag it into our guided path for re-use. This makes one less step you will need to fill with content later on in the design process.
How to Use the Step Library
If the Step Library is not already open, click the Add Step button in the upper-left corner of the Cloud Designer.
The Step Library frame will slide into view from the left side of the screen. To begin searching the Step Library, begin typing any search term within the search bar (1). Search results will begin populating within the frame immediately.
To place a step from the Step Library into your guided path, simply click, hold & drag it into your guided path just like you would move around a desktop icon on your computer.
It is important to keep in mind that not all steps within the step library will be re-usable. Some steps were written with a certain context in-mind, or are very device-specific, and will not fit within your guide worded the way that it is. For situations like this, steps can be cloned and then edited to fit within the context of your guide.
Be Careful When Re-using Steps!
The Step Library was designed with the re-use of steps in-mind. Take the above example regarding a step that covers connecting a device to Wi-Fi. If there are 12 guides using that same step, updating that step within any one of those guides will cause it to be updated across all 12 guides that it is used in. For this reason, it is very important that you determine whether or not you will need to edit or change any information within a step that you are pulling in from the step library.
If no editing will be required, and the wording fits your Flow, the step can be left as-is.
If you need to change anything within the step at all, the step in question will need to be cloned, as mentioned above.
How can I tell if a Step is being used in multiple guides?
There are two ways to tell if a step is being used elsewhere:
When browsing the Step Library, hover your mouse pointer over the Info icon. An information panel will be displayed. The Paths that use this Step field will list any guided paths a step is being used in.
For steps that have already been pulled into your guide, if a step is being used in more than one GP, the contents of that step will not immediately be editable. If the step contains a Step Edit button, this is an indication that this step exists within multiple guided paths.
To edit the contents of this step, click the Step Edit button.
The Edit Step prompt will appear as a warning. A list of guided paths the step is used in will be displayed.
Clicking Edit will allow you to edit the contents of this step (Please see the warning below!).
Clicking Clone will create a duplicate of this step exclusive to this guided path that can be edited without affecting other guides.
Be careful! Choosing to Edit the contents of the step affects every guided path the step is used in. If you need to make changes to the step, choosing to Clone the step and alter it to your guide's specific needs is best.
6. Cloning Steps, or Cloning Entire GPs
Cloning Steps or Entire Guided PathsSo, you've begun designing a new guided path. You've found the guide of a similar product to use as a point of reference. There are multiple steps within the guide you've found that are actually very close to what you'll need for your guide, but need slightly different instructions and photographs. Do you need to create a new step using these others as a reference? Absolutely not. Any step within the step library can be Cloned and then edited to fit your needs without affecting the original step or the guide it came from.
How to Clone a Step
There are two ways to clone a step within a guided path:
Using the Right-click Method
Make sure the step you wish to clone is already present within the guided path you're working on.
Right-click on the step you wish to clone, then click Clone Step.
The New Step prompt will appear. Name your new step appropriately (1), then click Create (2).
The newly-created step will appear on top of the step it was cloned from.
The new step can now be dragged into position anywhere within your GP. Be sure to delete the step it was cloned from within your GP:
Right-click the step you wish to remove, then click Delete Step.
A confirmation prompt will appear. Click Delete to proceed.
Now that the original step has been cloned, you can edit its contents without affecting the original step or altering the contents of the GP it came from.
Clone via Attempting an Edit Method
This method may not be available if the step in question is not being used within any other guided paths.
If a step is being used in more than one GP, the contents of that step will not immediately be editable. If the step contains a Step Edit button, this is an indication that this step exists within multiple guided paths. This can be used to clone the step in question.
Click the Step Edit button.
The Edit Step prompt will appear as a warning. A list of guided paths the step is currently used in will be displayed.
Click the Clone button.
The Clone a Step prompt will appear. Name your new step appropriately (1), then click Submit (2).
The original step will be replaced with the newly-named duplicate step exclusive to this guided path that can now be edited without affecting other guides.
Why Clone an Entire Guided Path?
If you're building a guided path for a product that is extremely similar to one that already has a guide created for it, you may want to clone the entire GP, and then clone only the steps within that require changes. A great example would be a "How to Set Up" guide for two different models of fitness trackers. If we have a completed guide for one model, and you are working on a guide for a new model, cloning the existing guide might be your best course of action to save time.
How to Clone an Entire Guided Path
Open the guided path you wish to clone.
Towards the upper-right corner of the Cloud Designer, click the
next to the Save button, then click Save As New Path.
The Save Revision prompt will appear, and you will be prompted to enter a comment to keep track of why this GP was cloned. Enter any comments you wish to leave, then click Ok.
The GP will then be copied, and the new version will be opened for you. The copy will use the same name as the original GP, but will include the words Copy of in front of the original title.
Click the Details button to open the Guided Path Details pane, where the GP can then be renamed.
Edit the Name of your GP (1), then click Update (2).
Always make sure the name of your guided path within the Cloud Designer matches the JIRA story you are working on.
You now have a copy of the original guided path saved correctly as the JIRA story you're currently working on. Now you can assess which steps within need to be cloned and altered to fit the topic you're covering.
7. Connecting Steps to Create Your Outline/Flow
What do you mean by Outline & Flow?When it comes to designing content, all guided paths are made up of two major core components: the steps within each guide, and the instructions within each step. However, the way all of your steps are tied together dictates how a user will experience the content you've designed. The process of tying all the steps within your guide together in the order of which you want the user to experience each step is the 'Flow' of your guide. The finished product of all the necessary steps of your guide being tied together is its 'Outline.'
In other words, your guided path's Outline is comprised of all the steps that will take the user from the beginning of your guide to the end. If you look to the left, you will see the Outline of this training GP. Think of your Outline as being a bullet-pointed list of main points within a very complicated task. Look closely at the names of each step within this Outline. The logical order that each step has been placed in is the Flow of this guide - the order in which the user is presented with each step.
Always Start with Your Outline
When you begin designing any guided path, the best place to start off is building your Outline first. This gives you the ability to look at the 'big picture' your guide will need to cover. Focus on inserting each of the steps you'll need the user to take and how they should be tied together before you begin filling in each step with instructions.
When constructing your guided path's Outline, it is important to remember these elements:
Introduction Step: Each guided path needs to have an introduction step present. There is an introduction step template set up for this that makes creating the introduction step for your guide quick & easy to do. More on this later.
Decision Points: Sometimes we need input from the user in order to present them with the proper information. For example: "Are you using an iOS or Android mobile device?" It's important to remember that a decision point prompt can be added to the end of any step within your guide. While decision points do not require their own exclusive steps, it may make sense to use a step that presents the user with relevant information surrounding the choice they must make in order to proceed with the guide properly.
Don't Forget Prerequisite Steps: Many times we assume a user is starting from a certain point. However, we should be preparing the user for any pre-work or conditions that may need to exist before they get started. For example: Does the user's mobile device need to be connected to their home Wi-Fi network in order for the following steps to work? If so, include a step that has the user check to make sure they're connected where they need to be first. Does the user need to have a specific app installed on their mobile device before proceeding? Make sure we include a step that asks the user to check this, etc.
Go To Steps: Your guided path can link to other guided paths via Go To steps. For instance, if the user needs to have a specific app installed on their mobile device before proceeding with the steps in your guide, your guide can ask: "Do you currently have the X app installed?" If not, we can then use a Go To step to direct the user to our app installation guided path. More on Go To steps later.
What's Next? Steps: If you've reached a point in your guide where we can no longer provide assistance, and the user needs to reach out to a 3rd party for further assistance, whether that be the product manufacturer, their ISP, etc - we must use pre-defined "What's Next?" steps to direct the user. These steps can be found within the step library & account for every instance where we would need to direct the user towards a form of external assistance.
Connecting Steps Together
Creating the 'Flow' of your guide's Outline is all about the chronology of steps. Physically connecting steps to one another within your guide is very straightforward.
Each step within your guided path has connecting dots.
Simply drag one dot to another to connect them.
To remove a connecting line, start by clicking the connecting line to highlight it. It will change color to signify it's been highlighted.
Press the Delete key on your keyboard.
The connecting line that was highlighted will have disappeared.
Avoid 'Spaghetti' When Connecting Steps
The way in which you connect the steps of your guided path together should make your guided path easy to follow, or read during review. This is mainly for the sake of future curation of the content library. If a guided path ever has to be updated or altered in any way, its contents should be easy to read or easy to follow.
Example of a guided path whose steps are connected in such a way that makes the path difficult to read/follow:
Example of the same guided path altered to be easier to read/follow:
Use other Guides as your Guide
As a team, we have over 2000+ guided paths completed. Use those to your advantage. Using a completed guide that's similar to the device or topic you're working on as a point of reference is a great way to find steps that can be re-used within your own guide, or give you ideas for an Outline & Flow that works.
8. Creating New Steps
Creating New Steps Within the Step LibraryIf you're covering a brand new device, or simply have been unable to locate a step that is suitable for re-use or cloning to fit your needs, it's time to create a brand new step within the step library.
How to Create a New Step
If the Step Library is not already open, click the Add Step button in the upper-left corner of the Cloud Designer.
The Step Library frame will slide into view from the left side of the screen. Click the New Step button.
The New Step window will appear. Enter a name for your step in the Name field (1), then click Create (2). Your new step will appear within your guided path.
How to Properly Name Steps
It's important that we adopt a standard naming convention for the steps we create within the step library. This helps other designers more easily locate steps via search so they can be re-used within other GPs. Always use this format when creating new steps, and try to correct incorrect step names if you happen to come across one that is not following the proper format. If you're unsure, feel free to ask for clarification.
Green highlighted text denotes a good example.
Orange highlighted text denotes a bad example.
A colon (:) is used as a separator and helps set up the hierarchy.
The user will see the text after the colons, so we want to keep the name concise yet friendly. For example, a step named "Nest App: Install" would show as "Install" to the user. "Install App" would look better. "Windows: Start" would look worse than "Windows: Open Start Menu".
Step names should use the convention Who: What.
Wireless: Enable on Amazon Kindle
Amazon Kindle: Enable Wi-Fi
Android: Install Fitbit App
Fitbit App: Install App (Android)
Intro steps should use the convention Introduction: Who: What.
Introduction: PlayStation 4: How to Repair Video Issues
Introduction: Amazon Echo: How to Pair Bluetooth Devices to Your Echo
Introduction: TP-Link Router: How to Factory Reset Your Router
Introduction: Netgear Router: How to Update Your Router
Introduction: Windows: How to Tune-Up Your PC
For apps, the convention is <AppName> App: <What> (<OS>).
<What> could be Open, Close, Install, Uninstall, Setup, Pair, etc.
<OS> could be iOS, Android, macOS, Windows, etc. Leave OS out if the distinction doesn't need to be made. Examples:
Guided Path Introduction StepsAt this time, it is required that all guided paths begin with an introduction step. In order to have a simple, uniform introduction for each guided path, a 'default style' has been created.
While building your guided path's outline, it may be helpful to leave your introduction step blank until you have a better idea of what your GP will be covering as a whole.
How to Name Your Introduction Step
As stated previously, Introduction steps should use the convention Introduction: Who: What. For example:
Introduction: PlayStation 4: How to Repair Video Issues
Introduction: Amazon Echo: How to Pair Bluetooth Devices to Your Echo
Introduction: TP-Link Router: How to Factory Reset Your Router
Introduction: Netgear Router: How to Update Your Router
Introduction: Windows: How to Tune-Up Your PC
How to Format Your Introduction Step
The following code block can be copied and pasted directly into your intro step's code view. If any one of the sections: Tools You'll Need, Supplies You'll Need, Before You Begin, or Learning Section are not needed, please comment them out of your step's code. Commenting out is preferred over removal in the case that you need to expand upon any items after review or future rework request. Each section has been prefaced within the following code block:
Code Block
<div class="intro"> <article class="main">
<article class="text">This should be a single statement that outlines the objective/goal of the guide as a whole. Depending on the topic, it may be necessary to add more context to explain a function/feature & its added benefit, or an explanation of an error, proposed solution, etc for troubleshooting guides.This should be a single statement that outlines the objective/goal of the guide as a whole. Depending on the topic, it may be necessary to add more context to explain a function/feature & its added benefit, or an explanation of an error, proposed solution, etc for troubleshooting guides.</article>
<!-- Tools You'll Need Section --> <details open><summary>Tools You'll Need:</summary> <ul> <li>A paperclip</li> <li>iPhone charging cable</li> <li>Access to a computer with iTunes installed</li> <li>Any other non-consumable tools needed</li> <li>Comment out tools section if no tools are necessary</li> </ul> </details>
<!-- Begin Supplies You'll Need Section --> <details open><summary>Supplies You'll Need:</summary> <ul> <li>Zip ties <li>Any other consumable supplies</li> <li>Comment out supplies section if no supplies are necessary</li> </ul> </details>
<!-- Begin Before You Begin Section --> <details open><summary>Before You Begin:</summary> <div class="linkIcon">You must have this thing before you whatever. <ul> <li><a href="#">Title of GP User Should Do First</a></li> <li><a href="#">Title of GP User Should Do First</a></li> <li>Each individual prereq should have its own box like this. Not all will contain multiple links.</li> <li>Comment out prerequisites section if no prereqs are necessary</li> </ul> </div> </details>
</article>
<article class="main"> <img class="sdc-cloud-content" src="https://content.nexus.support.com/14c36d6acdf347ab9b2c1d85de5d4e1e/ecf29fa0509a11e9b7b617874e3823fb.png" alt="Use a simple image..."> </article>
</div>
<!-- Begin Learning Section --> <h3>Learning Section</h3> <p>This section is meant to absorb the content within contextual steps that sometimes follow the introduction step. Many of the GPs within our library will follow-up the introduction step with a step dedicated to providing context or background on the topic that is about to be covered. Rather than have that information exist within its own step following the intro, it should be placed here, and the step should be removed from your flow.</p>
<h3>Troubleshooting and Action Steps</h3> <p>If you do not plan on providing any additional context for your guide in this manner, this section can be commented out entirely.</p>
What it looks like
This should be a single statement that outlines the objective/goal of the guide as a whole. Depending on the topic, it may be necessary to add more context to explain a function/feature & its added benefit, or an explanation of an error, proposed solution, etc for troubleshooting guides.This should be a single statement that outlines the objective/goal of the guide as a whole. Depending on the topic, it may be necessary to add more context to explain a function/feature & its added benefit, or an explanation of an error, proposed solution, etc for troubleshooting guides.
Tools You'll Need:
A paperclip
iPhone charging cable
Access to a computer with iTunes installed
Any other non-consumable tools needed
Comment out tools section if no tools are necessary
Supplies You'll Need:
Zip ties
Any other consumable supplies
Comment out supplies section if no supplies are necessary
Each individual prereq should have its own box like this. Not all will contain multiple links.
Comment out prerequisites section if no prereqs are necessary
Learning Section
This section is meant to absorb the content within contextual steps that sometimes follow the introduction step. Many of the GPs within our library will follow-up the introduction step with a step dedicated to providing context or background on the topic that is about to be covered. Rather than have that information exist within its own step following the intro, it should be placed here, and the step should be removed from your flow.
Troubleshooting and Action Steps
If you do not plan on providing any additional context for your guide in this manner, this section can be commented out entirely.
10. Decision Points
What is a Decision Point?A Decision Point can be added to any step within your guided path. It presents the user with a question or statement that they must answer in order for the relevant Flow of your guide to resume. This is a sort of fork-in-the-road that splits the Flow of your guide. Each decision point split should be treated as a self-contained solution. For example: If a user is following a guide that stops to ask what operating system their computer is using, there would be two choices - one choice for Windows, and another for macOS. Whichever choice the user makes, the guide would then have two self-contained solutions: One for Windows, and another for Mac.
When added to any step, Decision Point questions/statements and their choices always appear beneath the content of the step it has been added to. To a user viewing one of our guides @ get.support.com, a decision point looks like this:
How do I add a Decision Point to a Step?
Select the step you wish to add a decision point to.
Click the Decision button across the top of the step's preview pane.
Within the preview pane, click the + Add Question text to add a decision point question to your step.
A blank decision point question and two potential answers will appear. Type your question or statement into the Q field (1), and then the answer choices into the A fields (2). If you need to add additional answers to your decision point question, click + Add Answer on the right side of the preview pane (3).
Decision point questions/statements may contain punctuation, but answers should omit ending punctuation altogether.
After these fields are filled, your step will transform. There will be extra connection points representing each decision point answer that the user might select.
Tips for Decision Points
Because Decision Points can be added to any step within your GP, it can be tricky sometimes to choose the right place to add a Decision Point. Always keep the following in mind when working with Decision Points:
Your decision point will always be shown beneath the content of the step it is added to.
The step library contains certain pre-defined steps that are great to use for certain Decision Point situations:
Selecting the OS of a computer:
Selecting the OS of a mobile device:
While the verbage around Decision Points all use the word 'question,' your decision point does not always have to be in the form of a question.
When wording both your decision point question/statement and the choices the user will be presented, keep the audience in mind. Ask questions and present choices that the user will be able to easily answer with the choices you provide.
Avoid making Decision Point answers 'Yes' or 'No' - word your question/statement in such a way that the answers can be expanded upon a bit more.
Examples of Decision Points can be found throughout the content library. If you're unsure, use another guide as a point of reference, or reach out for more assistance!
11. Guided Path Shortcuts
What are Guided Path Shortcuts?A Guided Path shortcut is used to create a link to another Guided Path. You may want to cover a topic the user needs to go through before proceeding further in the guide you're building, or you may want to link the user to an additional guide at the conclusion of a Guided Path. This allows your guide to cover topics using other guides that have already been built, without having to duplicate all the same content within another guide. For example, if you are building a guide where the user needs to have a certain app installed before proceeding further, we would ask the user if they already have that app installed. If not, we would want to take the user through this installation process. Instead of adding the steps for installation of the app into the guide you're building, you would create a Guided Path shortcut that links the user to the guide for installing that app. Once the user has completed that guide, they'll be returned to your guide right where they left off.
Guided Path Shortcuts Should Be In-Line
Generally, it's best to keep your Guided Path shortcuts in-line with your document. We have a section in the Intro step mandated for them. If you find yourself needing to link one from within the rest of your flow, use linkIcon styling to link to it.
Code Block
<div class="linkIcon">Topic Title <ul> <li>GP title</li> </ul> </div>
How It Looks
Topic Title
GP title
Creating a Guided Path Shortcut
Creating is, currently, an involved process, as the tool we have for generating the links has a lot of legacy code attached to it. We have to strip out that legacy code to make it fit with our format.
Search JIRA and Core Designer to locate the GP you need to link to.
Determine if the GP is published or not.
If the GP Is Published
In your GP in Core Designer, select Insert shortcut to a new Guided Path.
Type in the name of the GP you want to link, and give it the same name for the shortcut, then select Save.
This will create a code block that is not in compliance with our method, but contains the necessary link we need. Select Show Source Code.
Edit the source code to conform to our standards.
The Important part is from <a> to </a>, the rest can be discarded.
Place a <div class="linkIcon"> at the top, followed by the general topic you're linking to.
Create an unordered list <ul>.
Create a line item <li>.
Move your <a> link to that line item.
Edit the <a> tag, and remove pathLink class, but keep the mceNonEditable class.
Just after the </a> tag, end your line item </li>.
Remove the paragraph element entirely (from <p> to </p>).
If you have problems getting your Guided Path link to look quite right, please reach out in chat to your co-workers for assistance!
If the GP Isn't Published
Locate the Issue ID in JIRA (This is the CON-#### indicated in JIRA).
Select Show Source Code.
Create a linkIcon item with the Issue ID and name, instead of the link.
Refer to the Code Block information above to get this information right.
Verify your link looks like this.
Keyboard Issues
CON-4118 My Computer Is Typing in All Caps
If you have problems getting your Guided Path link to look quite right, please reach out in chat to your co-workers for assistance!
In the JIRA story for the GP you're working on, select the menu and select Link.
For This Issue, select is blocked by. For Issue, fill in the JIRA ID of the GP you're linking to. Then select Link.
If the GP Does Not Exist
Reach out to a Senior Technical Content Design Lead or higher to discuss the issue, and split apart and create JIRA stories to log your work on the issue.
12. Outline Review
Submitting a Guided Path for Review: Outline ReviewOutline review was touched upon briefly within the introduction to JIRA. All of the elements introduced thus far have prepared you to build your Guided Path's Outline & Flow within. Once you feel that the Flow of your GP makes sense, and that the Outline is complete, your GP should be saved, and it should be submitted for Outline Review.
Wait, why aren't we filling in steps with content yet?
There are a large number of factors to consider when crafting a guided path from start to finish. Some topics can be rather complex and overwhelming to conceptualize when you're building out the Flow of your guide. Things get more complex when you begin to consider all of the content that needs to be placed within steps. Starting out, learning how to successfully and consistently build Flows that work within the Outline of your guides is important. Saving the designing of content within your steps until the Outline of your guide has been approved ensures that we're spending time filling in content for steps that we know your guide will need to have.
A Checklist for Submitting to Outline Review
There are a number of things you should be doing before submitting your GP for Outline review:
Save your work! Saving early and often is important when working with a web-based tool like the Cloud Designer. Use the Save icon to save your work.
Leave Feedback in JIRA Before changing the status of your JIRA story, always be sure to leave applicable feedback on it. Ask any questions you may have, or notate anything you want to have considered or addressed while your work is being reviewed.
Change Status When you feel you are ready to submit your work, change the status of your JIRA story to Outline Review.
Stop your Chronos timer Always make sure you've stopped your Chronos timer to ensure that it is only tracking time that you've been working on your JIRA story, and not the amount of hands-off time it may spend awaiting review.
While your GP is in a review status, make sure you are not performing any edits. If two people have a GP open at the same time, one person's save can overwrite the work of another.
13. Beginning Content Filling Within Steps
Designing a GP: Content Filling
Once your guided path has been reviewed, a Design Lead will leave feedback on its JIRA story, and place it into Review Editing status.
Assuming your Outline was approved, we now know that all of the steps within your guided path being connected the way that they are will be necessary, and now it is time to begin designing the content within those steps, or 'content filling.'
This is where your own creativity as a designer comes into play. The instructions you give within your steps, the wording you choose to use, and the imagery you insert are all a part of helping our users better understand and harness their own technology. We are teachers in a sense, and in that regard, it is always helpful to keep your audience in mind when designing the content within the steps you've created.
This part of training will introduce the numerous things you will need to consider during the multifaceted process of designing content within your guided path's steps:
Style Rules & Formatting Our Style Guide helps dictate the way we present text within all of our steps. Having all content adhere to the Style Guide ensures that all of our content is cohesive and can be distinguished from our competitors.
Images & ALT Text Similar to the Style Guide, the images that we use within our content must also adhere to a certain standard. Not only for the sake of functionality, but to also meet accessibility standards, as well as maximize compatibility across the multitude of different devices that will have access to our content.
Design Elements There are numerous design elements at your disposal to help elevate your content from both a visual and functional standpoint. These steps will help introduce these elements to you, and get you familiar with how to deploy them within your content.
Guided Path Details Every guided path has a details page with elements that must be filled in prior to your guide being submitted for final Technical Review.
14. Style Rules & Formatting
Style Guidelines for ContentBeing consistent with the text-based elements we create within our steps is important. While the majority of these points may end up being common knowledge, it is a standard that we must ensure that all text-based instructions and other content within our guided paths adhere to.
Headers, Fonts, Font Size, Font Colors
Fonts face, size, color, etc. are all dictated by the editor and the CSS code that we have implemented for each tenant. Don't change any of this within the editor.
Use standard html markup in steps. H3, H4, etc. To accomplish this you will need to enter the html editor directly to add the tags.
Avoid using H1 & H2 headers whenever possible. H3 & H4 header tags are alright.
Capitalization and Registered Trade Marks
Proper nouns, including manufacturer name, brand name, and product names should be capitalized (e.g., Xbox One).
CamelCase names (e.g., iPhone, PowerPoint, PlayStation) should always match the manufacturer's use.
Nouns, such a the generic product name, such as 'gaming console' should be lower case.
All cap names such as NVIDIA will be Nvidia
Title case your titles, step names, and headings. Capitalize the first letter in each word except for prepositions and pronouns (e.g., your). For example 'Connecting your TV to your Wireless Network'
Numbers
Spell out number one through nine.
Use numerals for 10 and over.
Examples:
Windows provides two ways to search for your files.
Hold the power button down for at least 30 seconds.
Hold the power button down for at least 30 seconds - the LED will blink three times.
Exceptions:
Internal consistency: Hold the power button down for at least 30 seconds until the LED fades, then wait another 5 seconds before turning the device back on.
When referencing a number that is on the user interface, use the numeral: Set the dial to 3
When referring to a model number or trade name, match the trade name: Windows 7 or Microsoft OneDrive
For steps, always use numerals: Step 1, Step 2, Step 12. Although this is would be a special case, as 'Step' is a reserved word and should not be used to describe sequential actions within a GP Step.
Bullets and Numbered Lists
Use the editor's bullet and number list feature to build ordered lists and numbered lists. Standard html markup can be used as well.
If you want to add an image or text between two bullets or numbers, use <shift><enter>. This creates a non breaking line space that will allow you to insert an image or additional text while preserving the next bullets or number in the list.
Example:
Click Menu, then launch Spider.
Begin playing the game.
Bold, Italics, and Underlines
Bold is reserved for referring to a named element in the UI where the bold should match what the user sees in the UI. Bolding should not be used to draw attention to or emphasize words within speech. Examples include:
Click on the Save link.
Click on the Apply button.
Look in the Description column of the report.
Make sure you do not power off your device.
Never give out your password.
Now, connect the power cord to your router.
For generalized guided paths, it is OK to bold the likely language the user will see in the UI.
Underline should not be used.
Italics should not be used.
Commands
Create a 1x1 table.
Set the font to Courier New.
Example:
At the prompt, enter the following: dir /w
Reserved Words
Don't refer to step numbers within a Step. For example, do not use the words STEP 1, STEP 2, etc.
Example:
Repeat steps 4 and 5 if you wish to add more devices.
15. Images & ALT Text
Images & ALT Text within ContentThe following step contains detailed information regarding preparing images for your guided path, how to add them, and how to ensure that proper ALT text is affixed to each one.
The CSS code will automatically scale down your images; if your file size is less than 80KiB, the CSS code will take care of resizing your image properly for you.
If you require an image to be smaller, use proper style definitions.
<img src="whatever.png" style="width: 300px;">
If you require an image to be larger, use proper style definitions.
<img src="whatever.png" style="height: 200px;">
When in doubt, reach out to a lead designer or your co-workers in chat!
Consistent Highlights
Our highlights should be a consistent color, shape, and size. They should be as close to the object or part being highlighted as possible without obscuring the object itself.
Do
Color Hex Code: #77B800 Width: 5px Shape: Squares, Rounded Squares (5px), and Circles.
Don't
Use random colors found in other images, use drop shadows, underlines, or leave large amounts of white space that could confuse the focus.
Image Focus
Images should be cropped down to show just the segment or area the user should be focused on, while still maintaining context to find that area of an image.
Do
Crop out extra toolbars, whitespace and settings not the focus of the current step or topic.
Don't
Leave an original image intact that wastes space and shows a bunch of items that do not matter to the concept you are trying to convey.
Use Iconography
We have a huge library of pre-created, simple, clean iconography designed for drop-in use.
Do
Use just simple, individual images such as icons or symbols to represent what a customer should be looking for. They should be 75px wide (or auto-styled like in Choice List Flexboxes and Prompt Icon). Many of these are already created for you in the "INTERNAL ONLY: GPStyle" GP on Core.
Don't
Use an entire screenshot when you're pointing out a common UI element in a well laid-out menu or page of information.
Use Transparency
With product images especially, try to source or create a transparent background (when possible).
Do
A product image with a transparent background blends in and integrates with the site colors.
Don't
Leave poorly laid out images with huge borders intact.
Text In Images
Your image diagrams the text you type on the page.
Do
Use simple solid-color squares and circles to draw the attention of your reader to a particular area or segment of an image.
Don't
Add text to an image to describe something. This should be done in multiple screenshots with text you type in your step, not in the image.
Text Copy to Detail Steps
Your images are prompts; they shouldn't do the talking for you.
Do
Provide full, complete instructions in the text of your step. Assume the person using your content is blind and the only thing they get is a screen reader saying what you wrote.
Don't
Rely entirely on the image itself to "tell the story". Not only does this make our content useless for the blind, but it also doesn't 'tell the story' properly.
Alt Text
Every image should have descriptive alternate text provided by the alt= tag in the HTML code.
Do
Describe the image directly, almost as if it has no context whatsoever.
Don't
Use alt text to give further instruction or commentary. That's what your image and text on the page is for.
Source Comments
If you use or base an image from another website, you must add a comment to the source code indicating that.
Do
After using the image, open the source code in the editor, and place a comment: <!-- Image Source http://source.com/ -->
Don't
Forget to do sources. It can cause legal troubles for Support.com, and will end up with a rejection at the legal stage of review.
Image Size
Images should be no more than 600px wide, or 75px wide for icons.
Do
Resize after cropping and maintain the aspect ratios as best you are able.
Don't
Stretch, squish, or overly shrink an image till it no longer guides a user.
Image Clutter
Mouse pointers, extra toolbars, and excessive pixelation should be cleaned up as much as is feasible.
Do
Cut out or paint over mouse cursors, title bars, and other indicators; you are taking care of this with your annotations.
Don't
Leave mismatched colors of other annotations, mouse cursors covering text, or other people's annotations in place.
Obfuscate/Pixellate Personal Information
Whenever possible, personal information should be cut out of an image. When doing so destroys the context, uss a pixellate or blur filter to protect your, or other people's information.
Do
Paint over with the background color, cut out, or use a blur-type filter to keep your and or others' email addresses, passwords, and other information safe. It's also acceptable to replace these parts with 'generic' or 'fake' information (your@email.com, password, etc.).
Don't
Leave personally or company-identifying information intact, or put a solid color block over information.
Image Diagrams
Diagrams are preferred to actual pictures whenever possible.
Do
Use a diagram, such as from a PDF, that's as clean as possible. Without a diagram, use as clean an image as possible. "Image Scrubbing" in various image editing tools to achieve results is encouraged.
Don't
Use poor quality, crooked, dirty pictures of actual products.
Image Mockups
If no other images can be found other than poor-quality ones, creating a mock-up of a UI element is a better choice.
Do
Mock up with simple, yet accurate lines. Many of these are already created for you in the "INTERNAL ONLY: GPStyle" GP on Core.
Don't
Attempt to recreate complicated backgrounds or other elements that don't add to the understanding of what's going on in an image.
Ask your Co-Workers
Many here have access to devices you may not have, or can't find good images for, or other resources. It's a team effort to generate high-quality content!
Do
Reach out in team chat to see if someone has an image already, or can generate it for you. If you're unsure if a step fits in, or needs redesign, do some basic text and ask your co-workers or a Lead to review it; no point wasting hours creating images you do not need!
Don't
Settle for poor images when your co-workers can instantly hand you excellent quality content that makes us all look better.
16. Using Greenshot for Image Editing
Using Greenshot for Image EditingDuring your work, you will need to crop, edit, resize and otherwise manipulate a large number of graphics, screenshots, and product pictures. Greenshot has been our 'default' suggestion for content design photo editing needs. We do have additional training tips and resources around other common image editing tools that other team members use on a daily basis. Those can be found within the INTERNAL ONLY: GPStyle Guide that can be found within Core. There will be more info on this guide within training on the Additional Resources step.
It is perfectly normal, and encouraged, to use a combination of different tools to best suit your workflow. You are not required, in any way, to use a specific tool; rather you are required to stay within our image editing guidelines.
Support.com will never require you to purchase software or software subscriptions to perform your job.
No software is supplied by Support.com to perform image editing, but there are a great number of free packages available.
Greenshot
Greenshot is a free, open source raster tool designed for making annotated screenshots. It is available for download from their homepage:
Once installed and open, Greenshot sits in your System Tray.
Default Hotkeys for Screenshot
You can change any and all hotkeys in Greenshot Preferences to better suit your needs.
Region Capture
Print Screen Provides a zoomed-in view with crosshairs to line up a pixel perfect square screenshot of an area on your screen.
Window Capture
Alt + Print Screen Captures the window under the cursor.
Full Screen
Ctrl + Print Screen Captures your entire desktop.
Last Region
Shift + Print Screen After using region capture, will re-capture the same segment of your screen immediately.
Capture Internet Explorer
Ctrl + Shift + Print Screen Attempts to capture the current website displayed in Internet Explorer.
Capture Options
After capturing a shot using any option above, a menu to choose what you'd like to do with the shot.
Save as (displaying dialog)
Gives you a standard save dialog to put the image file where you'd like.
Save directly (using preferred file output settings)
Saves to disk to the default location set in options (usually the Desktop).
Open in image editor
Greenshot has a built-in image editing system to make annotations.
Copy to clipboard
Copy the shot to the Windows Clipboard to paste into another image editing program.
Send to printer
Sub menu to print the image.
MS Paint
Send the image to Paint to edit.
Due to the poor quality of output, it's recommended not to use Paint for our work.
Plugins
A series of plugins are available, such as Imgur, Dropbox, etc. Choosing this option will upload it to that service.
Do not capture images of Internal SDC tools and upload them. Sharing images of any Internal SDC tools is against company policy.
Close
Discard the screenshot.
Image Editor
The built-in editor will allow you to create effective, properly annotated screenshots directly. The primary tool for annotations is the Draw Rectangle tool. It will require a bit of setup for our Design Guidelines.
Capture an image with Greenshot.
Select the Draw Rectangle tool on the left.
On the new toolbar at the top, select the Line color option.
Set the HTML color to #77B800, then select Apply.
Set Line thickness to 5.
Make sure Drop shadow is turned Off.
This will provide annotations perfectly acceptable for our content creation.
Other Common Tools in Greenshot
Obfuscate
Provides a way to pixellate parts of an image to hide company, personal, or otherwise distracting information by making the pixels 'larger' and unreadable, yet the image continuity is intact.
Crop
Select part of an image and remove the rest to better help focus the aspects of the image.
17. Warnings, Notes & Tips
Warning, Note & Tip UsageWithin the instructions of your steps, you may find the need to strongly emphasize a particular detail, provide helpful or supplemental information that isn't directly related to an instruction, or alert the user to something helpful or good to know. We use 'callouts' for these types of situations. The best way to describe this type of information is anything that generally needs to be included, but doesn't really fit within the instructions that are being given.
To Insert a Callout into your GP
Click the Insert Warning, Insert Note, or Insert Tips button. A blank callout will appear in your guide.
Examples
Attention Required This is used whenever we reach a checkpoint where the customer must absolutely read the text in this box before moving forward. It will often contain critical information or require the customer to be informed of a step before proceeding.
Note If you have a simple note for a process or screen, such as if it may vary a bit from version to version.
Helpful Tip This is used to give additional important supplementary information.
While things like bulleted lists are alright to place into a callout, do not place images into callouts for any reason.
18. Multi-Device CSS
This step is updated regularly within our 'INTERNAL ONLY: GPStyle' guide within Core. Additional information regarding this step can be found there.
Multiple-Device CSS
At times, you may be taking a customer through multiple different devices in a single step, such as when pairing a Bluetooth headset, setting up a printer, or transferring files between computers over a network.
We have code setup to make this process a lot easier to follow for the customer.
Do not confuse this with Multi-Type! Multi-Type is for when a customer may see a slightly different layout because of a version. This is specifically for when a customer is swinging back and forth between different devices, like during a setup.
Implementation
As of the date indicated at top, no buttons have been implemented as of yet in our editor. The only way to implement these is by editing source and adding <div> and class= definitions to our tags.
If you haven't created your Step yet
Before creating your step, copy the corresponding code block for either your first, or second device.
Open the Source code by clicking the Show Source Code button < > for the step you want to create.
Paste it in the copied code.
Adjust the header text, and fill in your steps.
Go back and forth between devices this way.
First Device
<div class="Device1"> <h3 class="DeviceHeader">First Device</h3> <p>Your text here</p> </div>
Second Device
<div class="Device2"> <h3 class="DeviceHeader">Second Device</h3> <p>Your text here</p> </div>
Third Device
<div class="Device3"> <h3 class="DeviceHeader">Third Device</h3> <p>Your text here</p> </div>
Fourth Device
<div class="Device4"> <h3 class="DeviceHeader">Fourth Device</h3> <p>Your text here</p> </div>
Header Icons
These are purely optional, and not required.
In addition, you can optionally add a custom icon to the header to further help a customer clarify what device they should be looking at:
PC
<div class="Device1"> <h3 class="DeviceHeader typePC">PC</h3> <p>Your text here</p> </div>
Mac
<div class="Device1"> <h3 class="DeviceHeader typeMac">Mac</h3> <p>Your text here</p> </div>
Smartphone
<div class="Device1"> <h3 class="DeviceHeader typeSmartphone">Smartphone</h3> <p>Your text here</p> </div>
Laptop
<div class="Device1"> <h3 class="DeviceHeader typeLaptop">Laptop</h3> <p>Your text here</p> </div>
Fitness Tracker
<div class="Device1"> <h3 class="DeviceHeader typeFitnessTracker">Fitness Tracker</h3> <p>Your text here</p> </div>
Game Console
<div class="Device1"> <h3 class="DeviceHeader typeGameConsole">Game Console</h3> <p>Your text here</p> </div>
Media Player
<div class="Device1"> <h3 class="DeviceHeader typeMediaPlayer">Media Player</h3> <p>Your text here</p> </div>
Printer
<div class="Device1"> <h3 class="DeviceHeader typePrinter">Printer</h3> <p>Your text here</p> </div>
Smartwatch
<div class="Device1"> <h3 class="DeviceHeader typeSmartwatch">Smartwatch</h3> <p>Your text here</p> </div>
Tablet
<div class="Device1"> <h3 class="DeviceHeader typeTablet">Tablet</h3> <p>Your text here</p> </div>
TV
<div class="Device1"> <h3 class="DeviceHeader typeTV">TV</h3> <p>Your text here</p> </div>
Android
<div class="Device1"> <h3 class="DeviceHeader typeAndroid">Android</h3> <p>Your text here</p> </div>
Apple
<div class="Device1"> <h3 class="DeviceHeader typeApple">Apple</h3> <p>Your text here</p> </div>
Windows
<div class="Device1"> <h3 class="DeviceHeader typeWindows">Windows</h3> <p>Your text here</p> </div>
Large Home Appliance
<div class="Device1"> <h3 class="DeviceHeader typeHomeApplianceLg">Large Home Appliance</h3> <p>Your text here</p> </div>
Small Home Appliance
<div class="Device1"> <h3 class="DeviceHeader typeHomeApplianceSm">Small Home Appliance</h3> <p>Your text here</p> </div>
If you have created your step already
Surround the first device with a <div> tag with the class as Device1, Device2, Device3, or Device4:The class definition is Case Sensitive.
<div class="Device1">
<div class="Device2">
<div class="Device3">
<div class="Device4">
Add an <h3> tag with the class as DeviceHeader at the top:
<h3 class="DeviceHeader">Your Header Here</h3>
Add closing </div> at the end of that device's instructions.
</div>
19. Multi-Type CSS
This step is updated regularly within our 'INTERNAL ONLY: GPStyle' guide within Core. Additional information regarding this step can be found there.
Multiple-Type CSS
At times, you may be showing a customer multiple versions of a single device in a step. Different versions of a game console, or different versions of a single browser, for example.
We have code setup to make this process a lot easier to follow for the customer.
Do not confuse this with Multi-Device! Multi-Device is for when a customer is swinging back and forth between different devices, like during a setup. This is specifically for when a customer may see a slightly different layout because of a version.
Implementation
No buttons have been implemented as of yet in our editor. The only way to implement these is by editing source and adding <div>, <details>, and <summary> definitions to our tags.
Basic Structure
typeExtender is designed to be easily entered by hand.
 <details><summary><img class="sdc-cloud-content" src="https://content.nexus.support.com/14c36d6acdf347ab9b2c1d85de5d4e1e/a94d0050440211e9a885e1858e537e20.svg" alt="Apple">macOS</summary>   Your Code Here  </details>
</div>
How It Looks
Your Header Here
Your Code Here
Chrome
A List
For Example
macOS
Your Code Here
20. Flexbox CSS
This step is updated regularly within our 'INTERNAL ONLY: GPStyle' guide within Core. Additional information regarding this step can be found there.
Flexbox Choice CSS
At times, you may run into a situation where you'd like to present the user customer multiple small illustrations of different choices, with short descriptions, to assist them in choosing the correct option for the next step.
We have code setup to make this process a lot easier for the customer.
Implementation
As of the date indicated at top, no buttons have been implemented as of yet in our editor. The only way to implement these is by editing source and adding <div>, <article>, and <header> definitions to our tags.
The easiest way to do this is:
Type in your title text as a paragraph
Type in your description text as a paragraph
Upload your image
Since you'll be diving into the code for the rest, having it all there ready to copy and paste makes it easier.
Starting Code Block
<div class="ChoiceList">
Styles of Articles
The code for these is designed to be flexible, and easy to adapt to your particular needs. You can use as many or as few as you need for your step.
You can mix and match these different styles.
Icon on Left
This is most useful if you're describing a remote button, or different icons someone may find in an app.
The id="small" part takes care of size and position for you, don't specify further size information in your image's HTML code.
This is most useful if you just need a picture and a header (various models, for example), or want some text after the large image (models with a description).
Do not put size information on your image HTML, the CSS code will size it for you.
<article> <header>Header Text</header> <img src="Your Image URL"> Item description. (Omit if you don't want a description) </article>
Large Image After Description
This is most useful if you need to provide a bit of a text description for the image (how to figure out the model, for example).
Do not put size information on your image HTML, the CSS code will size it for you.
<article> <header>Header Text</header> Item description. (Omit if you don't want a description) <img src="Your Image URL"> </article>
No Image
While less often used, if you need just text descriptions after a header, offering more description of a set of choices.
The following example block of code combines all these different forms, and shows how you'd end up putting together a working Choice List Flexbox.
Example Code Block
<div class="ChoiceList">
<article> <header>Plus Sign</header> <img class="sdc-cloud-content" src="https://content.nexus.support.com/14c36d6acdf347ab9b2c1d85de5d4e1e/3fce4560c32111e881d579406f489da8.svg" alt="Heavy Plus Sign" id="small"> Increases the volume. </article>
<article> <header>Minus Sign</header> <img class="sdc-cloud-content" src="https://content.nexus.support.com/14c36d6acdf347ab9b2c1d85de5d4e1e/487b3010c32111e881d579406f489da8.svg" alt="Heavy Minus Sign" id="small"> Decreases the volume. </article>
<article> <header>Windows 10</header> <img class="sdc-cloud-content" src="https://content.nexus.support.com/14c36d6acdf347ab9b2c1d85de5d4e1e/fff11930a54411e8b731912b3ea35dfe.svg" alt="Windows 10."> Windows 10 is the latest Operating System from Microsoft. </article>
<article> <header>Apple</header> macOS Mojave is the latest Operating System from Apple. <img class="sdc-cloud-content" src="https://content.nexus.support.com/14c36d6acdf347ab9b2c1d85de5d4e1e/714485d0a54611e8a234bdd9a96fa21f.svg" alt="macOS."> </article>
<article> <header>Linux</header> Linux is not supported at this time. </article>
</div>
What It Looks Like
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Windows 10
Windows 10 is the latest Operating System from Microsoft.
Apple
macOS Mojave is the latest Operating System from Apple.
Linux
Linux is not supported at this time.
Nested Flexboxes
When trying to show things such as "multiple accounts" and what each can do, having a bit of a visual representation can be achieved using the same Flexbox code, by embedding one inside the other.
Guided Path DetailsThe Guided Path Details window is where all of the properties of a guided path can be altered. There are a few items within the Details of every guided path that must be filled in prior to your guide being submitted for final Technical Review.
To Access Guided Path Details
Click the Details button.
Take note of the Image (1), Type (2), Audience (3), and Description (4) fields. These items are important.
Remember: The Name of your guided path should always match the name of your JIRA story, except when dealing with 'REWORK REQUEST' stories.
Thumbnail Image
Thumbnail images are used @ get.support.com to represent a guided path, and must be present within the details page of each path.
To set the thumbnail image for your guided path, click the Pencil icon within the Guided Path Details page.
Thumbnail images must be square, and work best when sized @ 300x300px. Use a unique image that represents the content of each path if possible.
Type
Type obviously represents what type of guided path your work would be considered. There are four types to choose from within the Type dropdown box:
Guide
Setup
Repair
News
The 'News' type is reserved for a particular type of guide that we do not create. All the guides we create will be either Guide, Setup, or Repair.
Audience
For the content that we create, the Audience radio button should always be set to Agents & Consumers.
Description
Your guided path's Description is very important. In our continuing efforts to optimize the entirety of get.support.com for SEO, the use of good descriptions is what helps get our content properly indexed for searches. It also helps the content on our page look unique and inviting. Feel free to use the descriptions of other guides as examples of what works.
Your description should meet the following guidelines:
It should be unique. Do not copy the description of another similar guide.
Your description should be between 100-160 characters. It may help to use a character counter.
It should reasonably summarize the topic of your GP and content within.
It should be written in a way that encourages the user to want to click/explore your content. Put yourself in the reader's shoes. Provoke their curiosity. Mention a benefit. Trigger an emotion.
If you've chosen to wait to fill out your guided path's introduction step until you've begun the content filling stage, your description can be used as inspiration for your intro. For example, your description may end up being the short form of what your introduction ultimately states. As always, if you get stuck, feel free to use the room for assistance! There are many resources available online that may also help you write better SEO descriptions.
22. Additional Resources
Additional Resources for Designing Content
GPStyle
GPStyle is a very important guide within Core that contains a plethora of invaluable information that can save you time when constructing your own guided paths. It is updated regularly with information regarding internal CSS tricks, common & easily reusable SVG images that can be placed into any step, information regarding current standards, and much more. This guide is titled:
INTERNAL ONLY: GPStyle
and is located @ ##/designer/content/10629
Dropbox
The Content Team's Dropbox has a large image repository containing images for use in any GP you're working on. Many of the images were created expressly for the use of the team, and are in a very easily scalable and in some cases editable SVG format. This is also a safe environment to share work-related images with fellow team members.
Remember, sharing images of any Internal SDC tools is against company policy. The use of sharing images via Dropbox is intended for those images that are meant to be used within guided path content.
If you ever have any questions, always feel free to reach out to your fellow team members or Design Leads for anything you might need assistance with. Designing high-quality content is a team effort, and we want to help you succeed!
23. Technical Review
Submitting a Guided Path for Review: Technical ReviewTechnical review was touched upon briefly within the introduction to JIRA. Technical Review is the final stage of review for any guided path, and is seen as the 'deep dive' review. As such, when your guided path is submitted to Technical Review, it is an acknowledgement of the designer that he/she feels they have completed work on a particular guided path, and that it is ready for customer use, unless otherwise noted within feedback upon submission. If further edits are required, it is not uncommon for a guided path to bounce back and forth between Technical Review & Review Editing status until any outstanding design issues have been resolved. Once passed, your work will be sent on to Legal Review, and there is no further work that needs to be completed @ the designer level.
A Checklist for Submitting to Technical Review
There are a number of things you should be doing before submitting your GP for Technical Review:
Save your work! As always, saving your work often is important when working with a web-based tool like the Cloud Designer. Use the Save icon to save your work.
Proofread! Read through your guided path in full as if you were the inexperienced user who's looking for assistance with the stated issue of your guide. Ensure that the approach of your flow and wording within makes sense, and keeps the audience in-mind at all times. Reading through completed guides that address a similar topic can be a good way to get a feel for the tone and approach necessary for something you're designing. However, don't be afraid to improve on what's out there! You may end up setting a new standard for a particular type of guide by finding a better way of doing things compared to the existing offering.
Leave Feedback in JIRA Before changing the status of your JIRA story, always be sure to leave applicable feedback. If there was any feedback requested after a previous review, be sure to address each point, so the Design Lead reviewing your work knows that you took care of any previous requests. Also, if there were any issues or questions regarding previous feedback, feel free to address them when re-submitting your work. If you have questions regarding feedback before making changes, don't be afraid to reach out for further assistance - asking questions is always preferred over losing time.
Change Status When you feel you are ready to submit your work, change the status of your JIRA story to Technical Review.
Stop your Chronos timer Always make sure you've stopped your Chronos timer to ensure that it is only tracking time that you've been working on your JIRA story, and not the amount of hands-off time it may spend awaiting review.
While your GP is in a review status, make sure you are not performing any edits. If two people have a GP open at the same time, one person's save can overwrite the work of another.
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