Getting started with self-service – Part 1: Planning your self-service content project

The first step in launching your self-service channel is to plan for the key tasks that you’ll need to accomplish. This includes when to launch your help center, who creates the content, and who sets up and brands your help center.

This article covers the following topics:

• Asking the essential questions
• Deciding when to launch your help center
• Defining roles and the self-service team
• Setting up and branding your help center

Asking the essential questions

To successfully develop content for and launch your self-service support channel, you should create a plan to answer the following questions:

• When do I launch my help center?
• Who writes the knowledge base content?
• Who sets up the help center and makes it live?

Of course, there are many details contained in these questions, and there are many follow-up questions that you’ll need to address, but these are the essential questions you should ask yourself when you begin your self-service project.

The following sections of this article explore each of these questions in more detail.