Self-service and knowledge · The findability · Element
The structure
Whether the answer is visible immediately.
The part
What it is
Answer first, explanation second, background last. The opposite of how most documentation is written.
A customer who has to read three paragraphs to find out whether the article is relevant will leave.
The smallest level
The attributes it carries
Each attribute is one of the framework’s shared types. What a date is, and how it is written, is defined once for the whole model — the note here says what it means in this particular place.
The other elements in the findability
The search
Whether the article surfaces for the words customers use.
LearnThe speed
How long finding the answer takes.
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