Frequently Asked Questions About Version 4 Upgrade

Below are frequently asked questions about upgrading from ScreenSteps version 3 to ScreenSteps version 4. If you have any questions that are not answered below, please email support@screensteps.com.

Important: ScreenSteps 4 will be automatically pushed to all ScreenSteps users on April 11, 2017

How much money will upgrading to ScreenSteps 4 cost me?

$0. Since ScreenSteps is a Software as a Service, all upgrades to new versions will not cost you anything. If you decide that you would like to change plan levels so you can have more features, then there would be an upgrade fee. But if you remain on the same plan you were on before, your monthly/annual fees will not go up. Pricing changes reflected on the ScreenSteps pricing page only affect new accounts signing up.

How much time will it take to upgrade to ScreenSteps 4?

This will depend on a few factors. If you have a small team of authors, then it will take very little time to get everybody to download the new desktop editor and for you to explain the mechanics of the new workflow (about 30 minutes).  If you have a large team of authors, it may take more time for you to coordinate with everybody to download the new desktop editor and explain the mechanics of the new workflow.

Another factor will be the number of articles you have in ScreenSteps 3 that are not currently checked in. Since ScreenSteps 4 doesn't check articles in or out, you will need to make sure that all of your articles are checked in. If you have dozens of articles that are not checked in, and several authors who have the articles checked out are not around, then the upgrade will be delayed until you can either check the articles in, or feel comfortable overriding the check-out.

The final factor will be the conversion of each ScreenSteps article. Currently, when you upgrade to version 4, your knowledge base articles will still be in version 3. This is not a big deal--your articles will still show up to your customers and your knowledge base will still work the same. Your knowledge base can have version 3 articles as well as version 4 articles without any of your customers knowing. As you make edits to your existing articles using the version 4 editor, your articles will be converted to the version 4 format.

Does ScreenSteps 4 automatically upgrade all of my articles?

No, it does not. Articles that you created using the ScreenSteps 3 editor are updated as you make edits to them using the version 4 desktop editor.

And that's OK. If some of your articles were created with the version 3 editor, and you create new articles using the version 4 editor, nothing bad will happen and your readers won't even know the difference. The only thing your authors will notice is that articles created using version 3 cannot be opened in the version 4 web editor. Your authors will need to first open an article using the version 4 desktop editor, then Save & Publish before they are able to edit an article in the version 4 web editor

If your authors create new articles after you have upgrade to version 4, then they can use either the version 4 web editor or the desktop editor.

How will ScreenSteps 4 impact our current knowledge base?

Version 4 will make your knowledge base better. You will be able to include tables, file attachments, foldable sections, styled text blocks and more within your help articles. Other than that, your end-users won't be able to tell a difference.

Is ScreenSteps 4 out of beta?

Yes. ScreenSteps 4 is out of beta and ready for you to begin using it in production.

Can I still export to Word with ScreenSteps 4?

No, you cannot export content to Word with ScreenSteps 4. If this throws a wrench in your workflow, please email support@screensteps.com so we can discuss some of your other options.

Can I export to PDF in ScreenSteps 4?

Yes. You can still export to PDF in ScreenSteps 4. In fact, PDF export went through several upgrades to make everything much easier for your team. You no longer have to deal with outdated PDFs in the desktop client. All updates will automatically be made for you in the backend.

Important! In ScreenSteps 3, PDF files were generated on your computer so any fonts installed on your computer were available to use. The licensing agreements for fonts allow you to use them when creating a PDF file.

Now that PDF templates are generated on a web server, we are more limited in the fonts we can use. Currently you can access Google Fonts because the licensing rules for Google Fonts allows it. Licensing fonts such as Arial, Helvetica, etc. would require each customer to have an account with a service like https://typekit.com/.

This change in fonts was a tradeoff we had to make in order to automate PDF generation so that PDF downloads are always up to date. If you want to see what the fonts look like in the Google Fonts collection you can see them here:

https://fonts.google.com/

Do one-offs work in ScreenSteps 4?

No. One-offs were not included in ScreenSteps 4. The majority of ScreenSteps users were not utilizing this feature, so we decided to discontinue it.

Can I still export to HTML in ScreenSteps 4?

No. You can no longer export HTML files or HTML code from ScreenSteps 4. 

We provide an API that you can use to export JSON files, which can then be used to create files in HTML format. If you have questions about using our API to do this, please contact support@screensteps.com.

Does the WordPress integration work with ScreenSteps 4?

Yes; however, the WordPress integration is being deprecated. We did not see enough usage to justify continuing development of this integration. 

If you absolutely need the WordPress integration, please contact support@screensteps.com so we can help you determine your options using the ScreenSteps API with WordPress.

Does the Desk integration work with ScreenSteps 4?

Yes; however, the Desk.com integration is being deprecated. We did not see enough usage to justify continuing development of this integration. 

If you absolutely need the Desk.com integration, please contact support@screensteps.com so we can help you determine your options using the ScreenSteps API with Desk.com.

Will the Zendesk integration work with ScreenSteps 4?

Yes. We have several customers who use ScreenSteps to populate their Zendesk Help Center. This integration will continue to be developed and supported.

Which browsers does ScreenSteps 4 work with?

The ScreenSteps browser app works in Safari, IE, Chrome, and Firefox.

There is a known bug in Firefox. If you click Edit on Desktop while in Firefox, Firefox will open up a blank web tab. So we don't recommend using it with Firefox if you have the choice to use another browser.

Can we control access by manual in ScreenSteps 4?

No. Viewing permissions are handled at the site level.

Why can't I open articles in the version 4 web editor?

If you created an article using ScreenSteps version 3, you will not be able to edit that article using the version 4 web editor until you have first opened the article in the version 4 desktop editor and saved it.

After you Save as Draft or Save & Publish the article in the version 4 desktop editor, you can edit the article in the version 4 web editor.

Can we skip version 4 and keep using ScreenSteps 3?

At the end of April 2017, ScreenSteps 4 will be pushed out and ScreenSteps version 3 will no longer be available. After April 2017, you will no longer be able to continue using version 3.

How long can we stay on version 3?

You have until April 11, 2017. On that date, you will be automatically pushed to version 4.

What are some of the new features in ScreenSteps 4?

To see some of the new features, check out the videos in this help article >> What's changing with version 4?

Why did you drop the desktop table of contents in ScreenSteps 4?

Because it was too slow. Loading a table of contents from the web to the desktop client was slow for several of our customers who have thousands of help articles in their knowledge bases.

We will also be able to release more features and upgrades in less time because only developing for the web decreases the amount of coding needed.

Why should I upgrade to version 4?

Your account will automatically be upgraded on April 11, 2017. You are welcome to upgrade before that time so you can begin using the new features right away.

Version 4 is faster and has several new features that will make your articles look really slick.

What will I do without checking in/checking out articles?

If two authors happen to work on the same article at the same time, it won't be the end of the world. ScreenSteps will save each author's revision. Content is not overridden.

To avoid having two authors work on the same article at the same time, we recommend that you use the Article Owner feature, and implement an internal workflow that encourages authors to only work on articles that are assigned to them.

 

If you have additional questions, email them to support@screensteps.com so we can answer them here!

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