Escalation Engineers who take on the Document Writer assignment work to ensure that escalations caused by lack of product or process knowledge are rare. They proactively update existing documentation when they see something incorrect out of date, create documentation (Guru cards, Loom videos) relevant to Escalation work (mitigations, processes, etc.). They work with Product Marketing/Technical writing/other squads to close knowledge gaps in the Help Center/Guru.

One Number

• Trust Score of the Product Team Guru Boards (how this will be measured... coming soon)

Success:

• No one on the P&E team has to ask how new functionality is intended to work
• None of the direct stakeholder (enablement, product marketing, and customer support) has to ask how launched functionality is intended to work (can be measured with a decrease in tickets that could be solved by having documentation in place)
• Documentation is created, reviewed, and added to Zendesk Guide before the feature is launched and passed to Customer Support and Customer Experience prior to launch to create support articles

Note: The scope of this Assignment is it is responsible for creating a manual that inspires the customer-facing and enablement documentation but is NOT responsible for writing customer-facing and enablement documentation

With every launch and every new feature, there are many details about the feature that we on the product have in our heads. These include:

• Overview of the feature
• How the feature works
• Screenshots
• Demo Video
• and more!

We have a goal to properly document the feature launching for both P&E and inter-departmental stakeholders.

Things you might deliver/do

• Create a story for creating documentation in each epic
• Create documentation and move it through the review process
• Add documentation for each feature to Zendesk Guide
• Maintain documentation in the now and future
• Share documentation easily with stakeholders via Zendesk Guide
• The Feature Documenters (at least one person from each squad) will get together to create a Feature Documenters Handbook where they will agree on how documentation will be written, organized, and styled in the internal knowledge-base (Zendesk Guide).