Detailed information from SME (subject matter expert) about the process/feature (including steps, notes, screenshots or video that we can use for content)
Access to a working demo environment for the feature/process which can be completed in the demo without blockers
Name of the product, contact info for the requestor, and provide feedback within 3 business days after draft is avaiable
Unfortunately, no. Legal has instructed that we cannot use trademarked or recognizable names in internal or external content. This includes names like Marilyn Monroe, Anakin Skywalker, Santa Claus, or Jane Doe.
Please use names like Fake Patient or John Patient, to avoid possible issues.
Yes, but in a limited way. We will publish necessary information about the beta feature in one article with a beta flag/banner on top.
After it goes GA, we will remove the flag.
The Knowledge Hub should always reflect the way the product looks and works today. Knowledge articles affect numerous other systems (AI chat bots, google searches, etc.). Having articles that do not reflect the current state of the product can cause frustration and is not in line with Ensora Health's policies and values.
We recommend looking into the Community Hub posts, feature/preview webinars, or other homes as possible solutions to get information in front of clients ahead of launch.
At this time, Customer Education only creates content for general release functions. Meaning only for the client-base at large. We do not provide content or training for one-off items/clients that would not benefit the customer population as a whole.
Instead this would need to be provided by other internal teams.
First, decide if you truly need an FAQ. A good rule of thumb, is to ask if the support team can think of at least 2-3 questions that customers will have and if having those in an FAQ would help deflect ticket volume.
If so, the requestor or SME will need to create a document with their questions and answers. Once finished, you will attach it to the an Education Request Form here and the team will review, ask for more clarification (if needed), add screenshots, links, and format, clean, and publish to the Knowledge Hub.
Unfortunately, the Ensora Customer Education team does not create or maintain internal documentation, workflows, team training, or SOPs. Teams are welcome to use any customer-facing documentation and videos in their training, however.
If you have a special request or scenario that you think is an exception, please reach out to Liz Kimball/Jared Ellis.
Education does not include pricing or rates in Knowledge Hub articles. Any images with pricing will be blurred or redacted.
We recommend the following as alternatives: Website/blog, Marketing emails, Support Macros, etc.
The Ensora Education Hub does not house external information that may change and that we do not own or control, (such as CMS, carrier, Apple product, or other external entitites).
Instead, we would include a link to that external site in the Knowledge Hub article so that the customer has the correct information from the source.
We do not build or maintain instructions for non-Ensora Health products. This includes browsers, devices, or programs like Word or Chrome.
However, we can give general guidance such as “It is recommended to clear your browser's cached images.” with advice or sometimes links to external content.
The Ensora Education team approaches these integrations in much the same way as it would documenting any other external product (like AMA policies or Samsung tablets). This means that we document and instruct on only the parts and workflows that happen within the Ensora product. Once the product launches to another platform (ex. ID.me), then we would include a link to that external product and the process that happens there.
We do this because we cannot control the changes in workflows that can happen once a customer is outside an Ensora product. We want to make sure the customers have everything they need, and also that they have the correct information directly from the source.
To ensure consistency, accuracy, and alignment with our enablement strategy, the Ensora Customer Education team is responsible for creating and maintaining all customer education and training content that is available to customers.
We truly value the expertise and insights your team brings, and we welcome collaboration—especially when it comes to subject matter input or feedback on existing materials. If you have ideas or content you'd like to see developed, please feel free to reach out! We're happy to partner with you to ensure it meets our standards and serves our customers effectively.
Unfortunately, the Knowledge Hub is not the right home for this messaging. Help articles are intended to solve quick issues and, instruct on workflows.
Instead we would recommend a home like the Ensora website, a blog post or Community Hub post, a support macro, email campaign or a custom messaging page. If you would like to discuss a specific request, please reach out to Liz Kimball & Jared Ellis.
We do not create or maintain PDFs of articles. Instead, we recommend sending to the article/content as this promotes engagement and ensures that the customer is seeing accurate up-to-date information.
