Knowledge Base
When Technical Marketing meets Product Support
Focus Areas
- Documentation
- Web Development
- UX Design
- Customer Support
- HTML / CSS / JS
- SME
- Content Creation
- Video Training
- Wiki Creation
Featured
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As Product Owner and Technical Marketing Manager for a newly launched software product, an online knowledge base was needed to support the installation and usability of the product.
The Product
The software product is an enterprise data management platform which is installed on a stand alone server and connects to a customers local network. It will scan primary storage systems, identify the sizes and ages of the files, and let users schedule data movements to lower cost storage tiers.
The customer base consists mostly of large data users in academia and research institutions. In addition to archiving data, the product evolved into supporting the data restoration needs of data managers and end users.
Project
Before the knowledge base was created, many failed attempts at technical documentation were attempted, including redoing the user guide, creating quick start guides, and other various media.
It was determined that a central hub for this information was needed along with a practical wiki interface.
Wiki.JS was chosen as the development platform to host the content.
First, a pilot knowledge base was deployed on our companies local network before we hosted it in MS Azure with Active Directory SSO.
After launch, both internal and external customers had credentials to private information in addition to the public facing wiki
-
As Product Owner and Technical Marketing Manager for a newly launched software product, an online knowledge base was needed to support the installation and usability of the product.
The Product
The software product is an enterprise data management platform which is installed on a stand alone server and connects to a customers local network. It will scan primary storage systems, identify the sizes and ages of the files, and let users schedule data movements to lower cost storage tiers.
The customer base consists mostly of large data users in academia and research institutions. In addition to archiving data, the product evolved into supporting the data restoration needs of data managers and end users.
Project
Before the knowledge base was created, many failed attempts at technical documentation were attempted, including redoing the user guide, creating quick start guides, and other various media.
It was determined that a central hub for this information was needed along with a practical wiki interface.
Wiki.JS was chosen as the development platform to host the content.
First, a pilot knowledge base was deployed on our companies local network before we hosted it in MS Azure with Active Directory SSO.
After launch, both internal and external customers had credentials to private information in addition to the public facing wiki