overview of darwin.Cloud’s context-aware help streamlining workflows, reducing support requests, and empowering users with instant guidance.
key takeaways
- darwin.Cloud offers context-specific help articles and videos directly within the platform, accessible via the question mark icon
- multiple support resources are available: in-app help, screensteps customer site, customer help center portal, and weekly q&a sessions
- users can submit support tickets through darwin.Cloud or the customer help center portal
- some navigation improvements for q&a registration and ticket viewing were identified and will be addressed
topics
context aware help in darwin.Cloud
- help articles and videos are screen-specific and accessible via the question mark icon
- articles open in a new tab, displaying the darwin.Cloud customer site (no login required)
- users can search for articles, generate pdfs, or watch embedded videos
- company-specific training videos are available under the company menu
support ticket submission
- “give us your feedback” widget in darwin.Cloud allows easy ticket submission
- users can include screenshots and attachments
- tickets are managed through the customer help center portal (separate login required)
customer help center portal
- accessible at a separate url (not directly from darwin.Cloud)
- allows users to view their tickets and team tickets (for admins)
- provides ability to submit new tickets and reply to existing ones
q&a sessions and webinars
- weekly q&a schedules and updates available in darwin.Cloud
- past webinars and recordings accessible on the accounttech website
- registration for future q&as available through screensteps, not directly in darwin.Cloud
search tips and best practices
- use specific terms (e.g., “close a property” instead of just “closing”)
- if articles are missing for specific submenus, submit a support ticket
- screensteps search function may yield better results for some queries
next steps
- add registration links for q&a sessions to the darwin.Cloud q&a information area
- investigate and resolve donna’s issue with viewing current tickets in zoho
- continue to improve article coverage for all darwin.Cloud submenus
- schedule and communicate about more in-depth webinars on specific topics (e.g., intercompany) after labor day