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Knowledge base article

Sendbird | March 2022

Notion

Project overview​

As a technical writer at Sendbird, a leading SaaS chat solution provider, I created a knowledge base article for their customer support chat product called Desk.

Note: All content was created by me, except for the images which were based on drafts that I provided.

Scope of work​

  • Developed a guide that serves as a one-stop resource for understanding the Agents feature and using it within the Desk dashboard.
  • Collaborated with a product designer to create visuals that enhance comprehension and usability.

Outcome​

  • Improved navigation of the feature within the Desk dashboard by clearly explaining agent roles, behaviors, and functions in context.
  • Standardized agent-related terminology and organized the content in a logical, easy-to-follow format to support onboarding and daily use.

screenshot of Agents knowledge based article page