Process documentation

5 pts.
Tags:
Help Desk
Incident management
Knowledge Point Challenge
process documentation
I need a tool (affordable!) for documenting complex processes.  The processes are custom, customer-specific and may be both administrative and technical in nature.  The idea is to have documentation that follows the incident process - showing questions to ask and actions to take (dependent upon the answers).  The documentation should present the processes in a way that can be followed - click by click - by a Level 1 Help Desk skill set person. In the distant past (1990's!) I used RoboHelp for this sort of application. There has got to be something better now. Any suggestions?

Answer Wiki

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For a no cost solution I would suggest you take a look at DocBook and a WYSIWYG DocBook editor.

Here’s a list of WYSIWYG Editors (Some free some not.)

About DocBook:

The next option are Help Authoring Tools with is what Wikipedia lists RoboHelp as. The page has a healthy list of them.

Discuss This Question: 6  Replies

 
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  • JennyMack
    This question has now been marked with a 100-Knowledge Point bonus. Contribute a helpful answer to this question and we’ll add an additional 100 Knowledge Points to your account. Thanks!
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  • Gent01
    Hold on I have more answer.
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  • Gent01
    OK, done now. You cold look into DITA as well.
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  • Gent01
    I lost this link during my research. I have found it again. Here is a link to some HAT tools
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  • WRL
    I documented these types of processes using a wiki. I used the wiki because I wanted the help desk and network services to be able to add thier own notes and to track those changes. My first attempt was to use Flexwiki which is free, Users didn't like the markup language and made few annotations but did use the tool. I replaced Flexwiki with sharepoint services which has a WYSIWYG wiki editor which they now use.
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  • ITKE
    Hi Gent01, Thank you for jumping onto this question; I'll add 100 Knowledge Points to your account right now!
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