Source: https://joinfinn.com/integrations/screensteps

# ScreenSteps

## ScreenSteps + Finn.

ScreenSteps integration with Finn. ScreenSteps documents procedures and guides employees through support and operational tasks.

Business function: Knowledge and documents.

## What you can do with ScreenSteps.

ScreenSteps documents procedures and guides employees through support and operational tasks.

### Complete a customer request using the team's operating procedure

Finn performs the service work behind a documented customer process.

**Typically handled by:** Customer support representative

**Starts when:** A customer opens a routine service request.

#### What Finn handles

1. Read the relevant ScreenSteps guide and the customer's Zendesk case and account information.
2. Collect the facts needed for the procedure's actual steps and explain the applicable instructions to the customer.
3. Complete the routine change in Salesforce, Shopify or the owning application, obtaining any required refund or account decision.
4. Record the action and customer confirmation in Zendesk and close the request with the guide used.

**The result:** The customer receives a completed service result supported by the team's current procedure.

### Turn an expert's working knowledge into a published guide

Finn completes the documentation job that takes a process out of someone's head.

**Typically handled by:** Knowledge operations writer

**Starts when:** A subject expert identifies a repeatable task that lacks a useful guide.

#### What Finn handles

1. Collect the expert's process explanation, example records and the steps they actually use.
2. Build the ScreenSteps guide with the relevant screenshots, decision points and checklist.
3. Ask the subject owner to confirm factual accuracy and publication, then release the final guide.
4. Place the guide in the appropriate knowledge area, notify the people who perform the task and record its review owner.

**The result:** Employees have a published, owned guide for the previously undocumented task.

### Update every affected guide after a process change

Finn runs the documentation release work behind a changed business procedure.

**Typically handled by:** Knowledge content operations coordinator

**Starts when:** A process or application owner changes how a task is performed.

#### What Finn handles

1. Identify the ScreenSteps guides, screenshots and learning materials affected by the change.
2. Collect the owner's final instructions and update the actual steps and decision points.
3. Route substantive questions to the process owner and publish the accepted revisions.
4. Notify the affected teams and record the released versions and any remaining application-change work.

**The result:** The knowledge library reflects the changed process and employees receive the current instructions.

### Run a new employee's procedure training

Finn coordinates the practice and records behind an operational training program.

**Typically handled by:** Operational training coordinator

**Starts when:** An employee joins a role with a defined set of procedures to learn.

#### What Finn handles

1. Read the manager's training requirements and organize the corresponding ScreenSteps learning path and guides.
2. Schedule practice and send the employee the current instructions for each assigned task.
3. Collect completed training and the supervisor's assessment of practical work, resolving routine learning-access issues.
4. Record the result and complete the additional practice or follow-up the supervisor selects.

**The result:** The employee's procedure training has a recorded result and specifically assigned remaining work.

### Resolve a guide that fails during real work

Finn closes the feedback loop when written instructions do not match the task.

**Typically handled by:** Knowledge support coordinator

**Starts when:** An employee reports that a ScreenSteps instruction is missing or incorrect.

#### What Finn handles

1. Read the affected guide and collect the employee's actual step, screen and outcome.
2. Help resolve the immediate service case in its owning application using the process expert's corrected instructions.
3. Update the guide and submit the substantive correction to its owner for publication.
4. Release the accepted change, notify the reporter and record the resolved feedback.

**The result:** The immediate task is resolved and the guide contains the corrected instructions.

### Complete the scheduled knowledge maintenance review

Finn handles the review and follow-up behind a reliable procedure library.

**Typically handled by:** Knowledge base administrator

**Starts when:** A guide or knowledge area reaches its review date.

#### What Finn handles

1. Gather the ScreenSteps content, usage and feedback covered by the review.
2. Ask the subject owners to confirm the current procedure and resolve unowned or outdated material.
3. Update, retain or retire each selected guide and record the owner's review decision.
4. Publish the resulting changes and notify affected teams of instructions that changed.

**The result:** The reviewed knowledge area has current content and documented ownership.

### Finish the knowledge handover when an expert leaves a role

Finn coordinates the capture and transfer of the procedures a team still needs.

**Typically handled by:** Team knowledge transition coordinator

**Starts when:** A subject expert changes roles or prepares to leave the team.

#### What Finn handles

1. Identify the expert's ScreenSteps guides and the recurring tasks still missing from the library.
2. Collect the final process details and produce the missing guides with the departing expert and incoming owner.
3. Obtain the new process owner's accuracy and publication decision and release the accepted material.
4. Update ownership and organize the team's handover practice and unanswered questions.

**The result:** The team retains published procedures and a documented handover to their new owner.

## Connection setup

Contact Finn to discuss the records your workflow needs and the actions you want it to perform.

Your team chooses what Finn can access, what agents can change, and when a person must approve the work. The connection needs the appropriate account access and permissions from ScreenSteps.

[Visit ScreenSteps](https://www.screensteps.com/)

## Explore Finn

- [Agents](https://joinfinn.com/agents): Help customers. Work with your team. Finish the job.
- [Systems](https://joinfinn.com/systems): Business apps for the work behind the conversation.
- [AI Gateway](https://joinfinn.com/ai-gateway): Control connected AI apps, models, access, and spending.

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