As we prepared for the Washington release, we saw an opportunity to improve our release notes (RN) process to better support the Customers and Industry Workflow (CIWF) team and provide a smoother experience for our Customer Service Management (CSM) customers.
Identifying challenges
The previous CSM RN setup offered a wealth of valuable information, but grouping content from all CSM products into one topic resulted in exhaustive information shared within a single topic. This led to an overwhelming experience for our customers, making it difficult for them to find the specific information they needed. As a result, navigating the release notes became a challenge, leading to confusion and frustration.
The screenshot shows the previous release notes, where a single topic covered all CSM products.
Our approach to improvement
Our improvement approach focused on creating a more streamlined and user-friendly structure for both teams and customers. This challenge prompted us to break down the existing CSM release notes into product-specific topics, enabling a more focused approach. This structure facilitates better collaboration among writers and helps customers quickly find relevant updates for their specific product areas.
The screenshot highlights the new and improved RN experience with product-specific release notes.
Key changes implemented and outcome
With the successful release of our product-specific release notes, we have been able to convey new updates to our customers. The new and improved RN content structure is more user-friendly and makes the information easily accessible to everyone with just a few clicks.
We’re excited about streamlining the release notes process, making it easier for teams to collaborate and for customers to find what they need. Feedback is key, and we’re eager to keep improving together!
